Hotel Operations Manager

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Operational Leadership
   Oversee day-to-day hotel operations, ensuring consistent service quality, cleanliness, and safety across all guest-facing departments.
   Coordinate with other departments (e.g., Food & Beverage, Engineering, Sales) to deliver a seamless guest experience.
   Respond to guest escalations, special requests, and operational issues promptly and professionally.
   Act as Manager-on-Duty, ensuring leadership coverage across all shifts as needed.
2. 2. Team Management & Development
   Hire, train, schedule, and supervise staff to meet service standards and operational goals.
   Foster a positive and productive work environment through mentorship, recognition, and accountability.
   Monitor staff performance and administer disciplinary action or coaching when required.
   Ensure optimal staffing levels and shift coverage to support hotel operations effectively.
3. Guest Service Excellence
   Champion a guest-first culture by promoting personalized and efficient service at every touchpoint.
   Engage with guests to gather feedback, resolve concerns, and enhance overall satisfaction.
   Collaborate with other departments to accommodate special requests, VIP needs, and long-term stays.
4. Financial & Regulatory Compliance
   Support operational budgets by managing labor costs, departmental expenses, and vendor contracts.
   Identify areas for cost-saving and operational improvement.
   Ensure adherence to all company policies, local and state regulations, and applicable compliance standards (including gaming laws, where applicable).
5. Technology & Systems Use
   Utilize property management systems and other operational software to manage bookings, guest preferences, and performance metrics.
   Contribute to system improvements and participate in new tool rollouts or upgrades as necessary.

QUALIFICATION REQUIREMENTS:

• 3–5 years of hotel operations experience with increasing leadership responsibility.
• Demonstrated ability to manage and motivate cross-functional teams.
• Strong customer service and problem-solving skills.
• Proficiency in hotel systems and office software. Knowledge of local labor regulations and compliance requirements.
• Flexibility to work weekends, holidays, and variable shifts, including overnights if required.
• Must have good multitasking skills and excellent customer service skills.
• Basic computer knowledge is preferred. 

EDUCATION AND/OR EXPERIENCE:

• Bachelor’s Degree in Hospitality or similar, or the equivalent in experience.
• One (1) or more years of related supervisory experience.
• Three (3) or more years of recent and related successful experience in hotel and front desk management.
• Experience in both independent and branded hotel environments.
• Familiarity with customer loyalty programs and service recovery protocols.

CERTIFICATES, LICENSES, REGISTRATIONS: Must have a valid and current State of Colorado Gaming License.  

PHYSICAL DEMANDS: Essential duties primarily involve standing while completing paperwork or using a computer, and routine kneeling, squatting, bending, and crouching with standard breaks. Essential duties involve frequent brisk walking, climbing stairs, stretching, reaching, lifting, and pushing materials, supplies, and equipment. Essential duties require lifting up to 30 pounds, and working a flexible workweek, including weekends and holidays, with overtime hours occasionally required.

COMPENSATION AND BENEFITS:

$80,000+ based on experience

Full House Resorts provides a robust benefits package for all employees and eligible family members, including:

• Health & Wellness: Medical (full-time only), HSA, FSA, Dental, and Vision coverage.

For the employees, Full House Resorts provides: 

• Financial Security: Life insurance, disability coverage, and supplemental benefits.
• Retirement Savings: 401(k) plan with company matching after one (1) year of service.
• Paid Time Off: Generous PTO program.
• Convenient Transportation: Free shuttle service from Colorado Springs and Woodland Park.
• Wellness Perks: Complimentary local gym membership.
• Professional Growth: Tuition reimbursement and career development opportunities.
• Exclusive Discounts: Employee savings on hotel and resort services.