Dir Ops-Casino

JOB SUMMARY

Functions as the Strategic Business Leader of the hotel’s Casino operation. Position oversees the development and implementation of departmental strategies. The position verifies the Casino operation meets the brand’s target customer needs, verifies associate satisfaction, focuses on growing revenues and maximizes the financial performance of the department. As a member of the executive committee develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property associates and provide a return on investment to the owner and Marriott International.

 

Education and Experience 

 

• 2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 6 years’ experience in the guest services, Casino Management or related professional area.

OR

• 4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years’ experience in the guest services, Casino Management or related professional area.

 

CORE WORK ACTIVITIES 

Operations/Property Management 

• Develops a Casino operating strategy that is aligned with the brand’s business strategy and leads its execution.

• Verifies that regular, on-going communication is happening in all areas of Casino. Continually communicates a clear and consistent message regarding departmental goals to produce desired results.

• Identifies key drivers of business success and keeps team focused on the critical few to achieve results; verifies the integration of departmental goals in game plans.

• Champions change, verifies that brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.

• Researches and analyzes new products and pricing and services of competition. Introduces ideas to leadership team to enable property to remain competitive.

• Works with direct reports to review business in house and potential business in surrounding area and troubleshoot potential challenges/conflicts; encourages calculated risk-taking to generate incremental revenue and deliver Savvy Service.

• Complies with all franchised / licensed / brand standards.

• Creates an atmosphere in all Casino areas that meets or exceeds guest expectations.

• Verifies compliance with all local, state and federal regulations (OSHA, Health Department, Alcoholic Beverage).

• Verifies that regular, on-going communication is happening in all areas of Casino.

• Reviews staffing levels to verify that guest service and operational needs are met.

• Communicates and executes departmental and hotel emergency procedures.

• Authorizes credit.

Sales and Revenue Management

• Coordinates all marketing efforts with Marketing Department and Central Casino Marketing.

• Manages market positioning / repositioning.

• Develops and monitors execution of marketing plan for Casino Operation.

• Sets and communicates specific sales goals and develops incentives to encourage goal attainment for all areas.

• Uses a guest database to target direct marketing efforts and increase market share.

• Leads the development of web based promotional sites to attract business.

• Stays aware of market trends and introduces new Casino products to meet or exceed customer expectations, generate increased revenue and verify a competitive position in the market.

• Participates in sales calls and site visits with members of the Casino and/or sales staff to acquire new business.

• Assist with the evaluation of existing and potential gaming markets for viability.

Financial Management

• Develops and manages Casino budget.

• Manages organizational structure and departmental staffing with corresponding Payroll Analysis.

• Manages credit policy, accounts receivable analysis and collections strategy.

• Reviews financial reports and statements to determine how Casino is performing against budget. Works with Casino leadership team to determine areas of concern and develops strategies to improve the department’s financial performance.

• Coaches and supports Casino leadership team to effectively manage wages, Casino cost and controllable expenses such as restaurant supplies, uniforms, etc. Focuses on maintaining profit margins without compromising guest or associate satisfaction.

• Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.

• Verifies that all technology relative to procurement is implemented.

• Verifies cash control and liquor control policies are in place in Casino areas and followed by all related associates.

 

Verifying and Providing Exceptional Customer Service

• Leads the execution of brand service initiatives in Casino areas.

• Sets expectations and holds Casino leadership team accountable for demonstrating desired service behaviors. Confirms that guest expectations are met or exceeded from beginning to end of service experience.

• Participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.

• Empowers associates to provide excellent guest service. Establishes guidelines so associates understand expectations and parameters. Verifies that associates receive on-going training to understand guest expectations.

• Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of Casino products, service levels and overall satisfaction; effectively responds to and resolves guest problems and complaints.

• Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously focuses on improving service performance.

• Attends pre- and post-convention meetings to understand group needs, set appropriate expectations and obtain feedback on quality of product (e.g., Casino, room service, street restaurant & bar), service levels and overall satisfaction; communicates critical information to areas of responsibility.

• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Reviews findings with F& B team and verifies appropriate corrective action is taken; shares plans with hotel leadership.

• Incorporates guest satisfaction as a component of departmental meetings with an emphasis on continually improving results.

• Verifies that a customer recognition program is in effect throughout all Casino areas; maintains active guest database.

• Make final decisions regarding complementary privileges, credit limits, and tables game disputes.

 

Managing and Conducting Human Resources Activities

• Hires Casino leadership team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.

• Verifies that new hires participate in the department’s orientation program and receive the appropriate new hire training to successfully perform their job. Verifies that team members are cross-trained to support successful daily operations.

• Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities. Confirms that the same is done for all managers in Casino.

• Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Coaches team by providing specific feedback to improve performance. Conducts annual performance appraisals with direct reports according to Standard Operating Procedures.

• Establishes and maintains open, collaborative relationships with direct reports and entire Casino team. Verifies that direct reports do the same for their team.

• Verifies that regular on-going communication takes place throughout the Casino operation to communicate daily operations activities, set expectations and create awareness of business objectives.

• Utilizes associate feedback and an “open door” policy to identify and address associate problems or concerns in a timely manner. Verifies that associates are treated fairly and equitably; brings issues to the attention of Human Resources as necessary.

• Confirms that hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process.

• Celebrates successes and publicly recognizes the contributions of team members; verifies that recognition occurs in all areas.

• Verifies departmental participation in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Community Clean-up Day, visits to senior citizen’s homes and homeless shelters).

Owner Relations

• As a member of the hotel executive committee, attends owners meetings and provides meaning or context to the Casino operational and financial results; demonstrates an understanding of owner priorities.

• Proactively addresses potential areas of concern and proposes solutions to owners.

• Promotes and sells ideas persuasively to owners for stimulating business opportunities.

• Is knowledgeable of all Casino related management contract requirements and verifies compliance with contract and reporting requirements.

Other

• Casino Floor Plan and FF&E Specifications

• Complimentary Practices.

• Assist with the Casino Proforma where applicable for prospective acquisition or development of new Hotel/Casino properties.

• Performs other duties as assigned to meet business needs.

• Preferably English and Spanish communication skills.

 

 

 

 
Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.

 
Your role will be to ensure that the “Gold Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.

 
In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.