Position Summary:

As the Hotel Manager of our AAA Four Diamond Hotel Casino Resort, you will play a pivotal role in ensuring the overall success and guest satisfaction of our property. You will oversee all aspects of hotel operations, including Front Desk, Guest Services, Gift Shop, Valet/Bell Service and Transportation, to deliver an exceptional AAA Four Diamond level service and memorable experience to our guests. This role requires effective leadership skills, creativity, great attention to details, and a passion for delivering an exceptional guest experience.

About Us:

At Gun Lake Casino Resort, every Team Member is an ambassador, essential to the success of our company and our culture. We expect that all Team Members take personal ownership in ensuring that everything they do is in the best interest of Gun Lake Casino Resort and embody the core values of the Seven Grandfather Teachings:

Love : Love your brothers and sisters and share with them.

Truth : Be true in everything you do. Be true to yourself and to your fellow Humans.

Respect : You must give respect if you expect respect. Respect everyone, all persons, and all the things created.

Bravery : To do what is right, even in the most difficult of times.

Honesty : Be honest in every action and provide good feelings in your heart.

Wisdom : We cherish knowledge; wisdom is used for the good of the people.

Humility : Know that you are equal to everyone else, no better, no less.

In this Role:

• Leadership and Team Management:

1. Provide guidance and support to the Hotel operations team (front desk and guest service agents, valet/bell and retail attendants, etc.) to ensure Team Members deliver exceptional experiences.

2. Train, and mentor Assistant Manager and Supervisors and staff to cultivate a culture of excellence, teamwork, and accountability.

3. Teach and train the proper steps of service ensuring consistency in delivery.

4. Foster a positive work environment that encourages teamwork and professional growth.

• Operations Management:

1. Oversee all aspects of daily operations, provide directions and guidance, including front desk check-in/check-out process, proper staff scheduling to ensure proper coverage to meet all guest traffic volume needs, including all phone calls on the property.

2. Set performance standards and provide ongoing coaching and feedback to ensure high levels of employee engagement and productivity.

3. Ensure adherence to AAA Four Diamond standards and maintain excellence in service delivery.

• Guest Service:

1. Responsible for practicing, supporting, and promoting Gun Lake Casino’s “Unsurpassed Service” and AAA Four Diamond service standards at all times.

2. Foster a culture of exceptional customer service, ensuring that guests receive personalized attention and memorable experiences.

3. Monitor guest feedback and implement improvements to enhance satisfaction and loyalty.

4. Resolve guest concerns and ensure timely and effective resolution of issues.

• Systems Compliance:

1. Establishes and ensures compliance of departmental policies, practices procedures in accordance with Gun Lake Casino’s Core Values (The 7 Grandfather Teachings), while maintaining AAA 4-Diamond service standards.

• Marketing and Promotion:

1. Work closely with the Marketing team to develop and implement marketing strategies to attract new guests and retain existing ones.

2. Ensure all Hotel Operations departments stay current and informed of all Marketing promotion and offers.

• Financial Management:

1. Develop and manage the hotel budget, including room revenue forecasting, expense control and profitability optimization, ensuring efficient allocation of resources and achievement of financial targets.

2. Monitor revenue and expenses, implement strategies to maximize profitability, identify areas for cost optimization, while maintaining the highest quality standards.

3. Conduct regular financial analysis and reporting to senior management, providing insights and recommendations for business improvement.

• Risk Management:

1. Ensure compliance with all relevant regulations, industry standards, and company policies, including health and safety protocols, licensing requirements, and quality standards.

2. Implement risk mitigation strategies to minimize operational risks and ensure the safety and security of guests and team members.

• Guest & Team Member Interactions:

1. Handle any Team Member or Guest opportunities.

2. Evaluate, oversee, and provide coaching opportunities regarding job performance of Team Members.

3. Develops and implements annual plans to drive continuous improvements in Team Member Engagement and Guest Satisfaction while achieving annual targeted retention levels for the department.

4. Foster a positive and collaborative work relationship with teams from Wawyé Oasis, Catering & Sales, Food & Beverage, Marketing, Internal Maintenance, Facilities, Security, Warehouse, Laundry, as well as third party vendors.

• All other duties as assigned.

Essential Qualifications:

• Five (5) years of previous experience in senior hotel management position, in a full-service upscale 200+ room hotel or resort environment required.

• Two (2) years’ experience in a AAA Four Diamond resort or casino environment required. Relevant experience in a full-service upscale hotel may be considered in lieu of AAA Four Diamond experience.

• Three (3) years as a manager having full P&L responsibility, with strong business acumen with solid understanding of hotel financial management, revenue optimization, and budgeting.

• Must be at least 21 years of age.

• Proficiency in hotel management software and systems required.

• Proficiency in hotel management software and systems such as, Versa, Duetto, Delphi, Delphi Diagrams and MS Office preferred.

• Ability to clearly present information through the spoken or written word; talk with customers or team members; listen well.

• Ability to fluently read, write and understand English.

• Must possess or be able to obtain a TIPS (Training for Intervention Procedures by Servers of alcohol) certification card.

• Must possess or be able to obtain the Driver’s License designation of Chauffeur.

• Availability and willingness to work extended hours including nights, weekends, and holidays as business requires.

• Ability to work in a fast-paced, busy, and stressful environment and maintain physical stamina, proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines.

• Maintain a positive attitude toward work and engage with guests in a friendly and polite manner.

• Ability to address stressful situations with clients with dignity and the utmost tact and politeness.

• Must be able to work with others, communicate well and receive direction when needed to achieve department goals and objectives.

Physical Requirements:

• Requires normal, corrective vision range, the ability to see color, and the ability to distinguish letters, numbers, and symbols.

• Ability to read, write and input data into the computer.

• Ability to climb, bend, reach, walk, and stand for the duration of the shift.

• Manual dexterity to operate job-related equipment.

• Must be capable of lifting 50lbs with or without assistance.

• Requires normal sense of smell, taste, touch, and hearing.

• Ability to sit and work on a computer for long periods of time.

Work Conditions:

Work is typically in an area which may be unusually hot, cold and/or noisy and may contain second-hand smoke. Work may be performed in small area with a 3 ft. wide access. Tasks performed from a sitting or non-sitting position. Performance of job duties will require standing, walking, lifting, reaching, pushing, pulling, and grasping. These tasks include the maintenance and care of assigned area. Work may entail trained chemical usage. Constant contact with fellow Team Members and Guest.

Disclaimer and Conditions of Employment:

The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. These statements are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.

All applicants must be able to demonstrate their US work authorization during the employment verification process. The pre-employment process also requires the ability to pass a criminal background investigation, and drug test.

Indian Preference:

The Match-E-Be-Nash-She-Wish Band of Pottawatomi Indians abides by Native American preference in its hiring and employment policies.

Gun Lake Tribal Gaming Authority reserves the right to make changes to the above job description as necessary.