JOB SUMMARY:
The Managing Director of Luxury Hotel Operations leads and oversees all operations of a luxury collection of over 500+ butler serviced suites, high limit gaming salons, penthouses and villas including fine dining food and beverage service. The Managing Director is a true culture carrier that demonstrates genuine heart and service with our guests, travel partners, casino marketing, and luxury community. This leader must influence positive results in team member and guest experience for a complex operating environment for a hotel within a hotel concept.
All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.
ESSENTIAL JOB FUNCTIONS:
- Directs the daily and long-term responsibility for food and beverage and hotel service provided to villas, penthouses, VIP, and high net-worth guests.
- Shows relentless prioritization and data-driven decision-making to ensure the team is working towards the right goals and has the tools needed to achieve them.
- Oversees the Villa Committee for facilities/housekeeping to ensure that product standards are met in all areas of the hotel as pertains to physical appearance, maintenance, and cleanliness.
- Designs and develops additional product, premium experience, and luxury partnership ancillary revenue streams within the hotel vertical.
- Collaborates cross-functionally with revenue, marketing, luxury sales, corporate facilities, design/construction, and hotel operations teams to implement best practices, programs, and procedures to drive revenue, efficiency, service, and productivity.
- Actively participates with monitoring financials, revenue reporting, operations of assigned department(s) and marketing strategies to produce both short-term and long-term profitability.
- Creates a work environment which promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training and succession planning processes that encompass the company's diversity commitment; compliance with company policies, legal requirements, and collective bargaining agreements.
- Develops the region of resort's competitive advantage by attracting and acquiring talent that strengthens the resort's operating performance, service culture, and team member engagement to maximize capability to drive operational excellence.
- Performs all other job-related duties as requested.
- Leads with a passion for excellence and able to drive innovation around luxury product and services with a critical eye for detail, while working on a large campus in a 55+ year old property.
- Builds, drives, and executes the development and delivery of world-class, best-in-class service programs.
- Manages through controlling service, operating & labor expenses without compromising guest and team member experience.
- Leads from experience with proven results in capital project management and driving profits with ability to "dive deep" yet manage the "big picture."
- Generates meaningful synergy through streamlining operations, people, creating subject matter experts and initiatives for service, capital, product offerings/developments, brand marketing, and service standards.
- Manages with exceptional personal presence with employees and guests; highly engaged in day-to-day operations.
QUALIFICATIONS:
Required:
- Bachelor's degree in Hotel Management, Business Administration, or related field.
- At least 7 years of employment in luxury hotel operations management overseeing multiple operational departments and their respective P&Ls within rooms, and food and beverage.
- At least 5 years' experience leading full-service and/or luxury hotels as a General Manager, Hotel or Resort Manager (#2 executive committee leader), Director of Food & Beverage, in a large, luxury hotel comparable in size.
- Experience implementing Forbes Travel Guide Five Star Service Rating and managing a variety of luxury consortia groups, luxury brand partnerships and driving a culture of luxury sales.
- Leading a team through complex, difficult renovations, refreshes, and other modernization projects with extensive knowledge in world-class interior design, design/construction, and contractor firms.
- Exceptional aptitude in managing budgets, driving commercial performance, increasing revenue and profitability.
- Excellent customer service, strategic, analytical skills with strong quantitative and qualitative skills.
- Proven track record of leading initiatives, achieving goals, and succeeding in a team environment.
- Profession and polished appearance and demeanor.
- Work varied shifts, including weekends and holidays. The hospitality business functions seven (7) days a week, twenty-four (24) hours a day and scheduled days and times may vary based on need.
- Able to effectively communicate in English, in both written and oral forms.
Preferred:
- Luxury resort experience with robust food, beverage, revenue, and rooms operations.
- Managing a large multi-cultural workforce with greater than 200+ team members.
- Proficient in writing and speaking Cantonese and/or Mandarin.
- Previous experience working with platforms such as InfoGenesis, Tableau, SQL, LMS and/or Opera.
- Proven track record of improving Medallia, Forbes and LQA through a balance of inspiration and accountability.
- Previous experience with project management and proven track record of effectively communicating and presenting information to corporate and property leadership.
Critical Competencies:
- Highly analytical in thought and recommendations; and continually seek out the facts; can express a point of view without it be driven by an ego.
- Engages others in general conversation tactics to build rapport quickly; and can lead and adapt communication and presentation tactics to engage audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholder.
- Ability to articulate an inspiring vision that creates a purposeful and unified mission of the hotel's people, product, and service transformation.
- Ability to motivate and inspire different generations & demographics of a team.
- Exceptional personal presence with employees and guests; highly engaged in day-to-day operation.
- Is at ease with themselves - mature, confident, patient, and humble - good EQ for a large team and a discerning guest.
- Negotiation and diplomacy skills with team members, guests, corporate partners, and ownership.
- Understands the importance of being a visible, engaged, and respectful community leader.
- Ability to integrate into a large experienced/accomplished team and lead from the heart.
- Genuine and approachable.
- Approaches fact finding and discovery missions in a collaborative effort; values input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed or removed as a barrier to implementation.
- Passionate in driving results of their effort and others; can influence others to take direction to execute on strategy through tactical methods; and is comfortable in prioritizing their work and that of others.
- Comfortable in being a "general" in identifying strategic needs yet can be a "soldier" to ensure the implementation of a strategic plan is implemented.
- Values the importance of making decisions with integrity, maintaining confidentiality across internal work groups and knows how to use discretion when appropriate; understands the difference between transparency and confidentiality.
PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:
- Must be able to work flexible hours, including evenings and weekends.
- Fast paced environment, multiple tasks to be handled under time constraint.
- Must be able to handle a heavy business volume, and sensitive situations relating to team member, candidate, and guest problems, in a timely manner.
- Must be able to tolerate areas containing secondhand smoke.
- Must be able to lift and carry 35 pounds.
- Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job.
- Respond to visual and aural cues.
- Must have manual dexterity to operate all office equipment.
- Must be able to recognize and respond to individuals with questions.
- Must be able to maneuver around office and property.
DIRECTLY SUPERVISES:
- Assistant Director Luxury Hotel Operations (1)
- Luxury Hotel Operations Managers (5)
INFORMATION PROVIDED BY:
FLSA:
Exempt (Salary): Non-Exempt (Hourly):
Property Code: CLV Multi-Property: Dual Rate: Bonus Plan: MGNT CSA Other License(s) Type: EEOC Code:
Disclaimer: This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g., emergencies, changes in personnel, workload, rush jobs or technical developments).
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
Caesars Entertainment reserves the right to make changes to the job description whenever necessary.
As a part of Caesars Entertainment's employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.
About us
Help us roll out the red carpet at Caesars Palace! This world renowned resort indulges our guests with 25 unique restaurants and cafes, over 3,000 rooms, 4.5 acres of pools and gardens and a 50,000 square foot spa. If you have a passion for delivering personalized service in an exclusive setting, Caesars Palace is the place for you to start your career.
Caesars Entertainment will engage in an interactive process and make reasonable accommodations, as required by law, for individuals with disabilities or to accommodate pregnancy, pregnancy-related conditions, or where a conflict exists between the position and an individuals' religious beliefs or practices.
The below statements are intended to describe the general nature and level of work being performed in this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the position.
The Company reserves the right to make changes to the job description whenever necessary.
As part of the onboarding process for new hires, candidates will be required to complete a background check. In addition, pre-employment drug testing is mandatory for any role operating a motor vehicle (Valet, Bus Drivers, Limo Drivers), Facilities and/or Engineering, Lifeguards, Pilots, Security and Surveillance roles. Pre-employment screenings will be completed prior to an offer being extended, except where applicable law requires that such pre-employment screening may occur post-offer. The Company is an equal opportunity employer and does not discriminate against employees or applicants based on race, color, national origin, sex, age over 40, religion, disability, sexual orientation, gender identity or expression, veteran status, marital status, or any other characteristic protected by law.
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