MANAGER - HOTEL

COMPANY PROFILE:
In addition to its two Seminole Hard Rock Hotels & Casinos, the Seminole Tribe owns and operates the five Seminole Casinos; in Coconut Creek and Hollywood, on the Southeast coast in Immokalee near Naples, on the Brighton Reservation north of Lake Okeechobee, and on the Big Cypress Reservation south of Lake Okeechobee.
 
The Seminole Tribe has long been recognized for innovation in its gaming and other businesses. It opened the first high-stakes bingo hall and casino in the United States in 1979. That facility was the forerunner of the Indian Gaming movement throughout North America.
 
Analysts believe today’s Seminole Tribe operates one of the most profitable gaming enterprises in the world. In March 2007, the Seminole Tribe of Florida acquired Hard Rock International, the first transaction of its kind by an Indian tribe. Hard Rock International is one of the most globally recognized music, entertainment, leisure and dining brands. It includes the world’s largest collection of authentic music memorabilia. The deal also includes licensing or franchise agreements for additional restaurants, hotels and Hard Rock Live performance venues.
 
PROPERTY PROFILE:
Whether you want to make your debut or go back on tour after a long hiatus, starting a career at Seminole Brighton Bay Hotel & Casino can feel more like play than work. Our staff spends their time making sure that every single one of our guests gets the rock star treatment, but the Seminole Hard Rock family also rolls out the red carpet for our employees with competitive benefits and a great work environment. If you're ready to join a stellar team full of tastemakers and trendsetters who stand out from the average resort crew, apply today.
 
Seminole Brighton Bay Hotel & Casino is our new resort that includes a casino with a total of nearly 38,000 square feet, including space for 640 slot machines and 18 tables for blackjack, craps, roulette, and other house-banked card games, along with high-stakes bingo action. Included in the totals are a smoke-free gaming space with 104 slot machines and a high-limit gaming area with 42 slot machines and four table games.
 
OUR COMMITMENT TO SERVICE:
We don’t have customers, we have Guests. Each visitor is our Guest, just as you have a Guest in your home. You take a certain level of pride when you have an invited Guest in your home. You should take the same pride with every Guest who visits one of our properties. Unparalleled Service isn’t just a part of our mission statement at Seminole Gaming; it’s a commitment to each and every one of our current and future Guests.

The Hotel Manager is responsible for overseeing the day-to-day operations of the front office, bell services, retail store, and bowling operation. This unique role combines customer service, operational management, and staff supervision across multiple departments, ensuring seamless service delivery and maximizing guest satisfaction across all areas. The ideal candidate will have experience in hospitality, retail, and entertainment, with a strong focus on multi-departmental leadership and customer engagement.

Front Office Management:

Leadership & Supervision: Directly oversee the front office team, including front desk agents and bell services. Lead by example in delivering exceptional customer service and maintaining a professional atmosphere.

• Check-in/Check-out Process: Ensure the smooth operation of the reservation system and the efficiency of the check-in and check-out processes. Coordinate closely with housekeeping and maintenance to ensure room availability aligns with guest expectations.
• Implement special procedures for high-value or VIP casino guests, ensuring personalized service, expedited check-in/check-out, and customized amenities.
• Guest Problem Resolution: Serve as the escalation point for guest complaints and issues, responding swiftly and effectively to ensure guest satisfaction and retention. Track and analyze recurring guest concerns to proactively adjust service strategies.
• Revenue & Occupancy Optimization: Work closely with the revenue management team to implement dynamic pricing strategies, optimizing occupancy levels and maximizing room revenue. Ensure up-selling of rooms and services by the front office staff to boost overall property revenue.

Retail Management:

• Retail Store Operations: Oversee the daily retail operations, including product merchandising, display strategies, inventory control, and store presentation. Ensure the store offers a seamless shopping experience for guests, aligned with the brand image.
• Sales Strategy & Revenue Growth: Develop and implement retail sales strategies to drive revenue growth. This includes setting sales targets, tracking performance, and identifying high-margin products to feature prominently in the store.
• Vendor Management: Negotiate contracts and pricing with suppliers, ensuring quality merchandise at favorable terms. Regularly review vendor performance and adjust partnerships as needed to meet guest demands and optimize profitability.
• Inventory & Loss Prevention: Manage inventory levels to avoid overstock or stockouts, ensuring popular items are always available while maintaining tight control of inventory costs. Implement loss prevention measures to minimize shrinkage and theft.
• Customer Experience: Train retail staff to provide personalized customer service, including product knowledge and assistance with gift purchases, fitting, and special orders. Implement customer feedback loops to continuously improve the in-store experience.

Bowling Management:

• Facility Maintenance & Equipment Oversight: Ensure that bowling lanes and equipment, such as bowling balls and shoes, are properly maintained and serviced regularly. Work with the maintenance team to quickly address any technical issues with lanes, scoring systems, or equipment to prevent disruptions to the guest experience.
• Event Coordination: If applicable, develop and manage bowling events, including leagues, tournaments, and themed nights, to attract a wide variety of guests, from local community members to hotel visitors. Coordinate with marketing and food & beverage teams to promote these events and ensure they are well-attended.
• Guest Experience: Ensure that guests at the bowling center receive high-quality service, from lane reservations to shoe rentals and lane-side food and beverage service (if applicable). Address guest issues promptly, offering creative solutions to enhance the guest experience.
• Team Management & Training: Supervise bowling staff, ensuring they are knowledgeable about safety protocols, customer service, and equipment handling. Develop training programs to keep the team up to date on best practices for delivering a seamless bowling experience.
• Revenue & Cost Control: Implement strategies to increase bowling center revenue through lane rentals, event bookings, food and beverage sales, and merchandise sales. Monitor costs, such as labor and maintenance, to ensure the bowling center operates profitably.

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Team Leadership & Development

• Recruitment & Training: Hire, train, and develop staff for all departments, ensuring high standards of service across the front office, retail, and bowling operations.
• Performance Management: Conduct regular evaluations and provide feedback, fostering a positive and productive work environment.
• Collaboration: Promote teamwork between departments to ensure seamless guest experiences and operational efficiency.

Qualifications:

- A Bachelor’s Degree in a related field is preferred, with a minimum of five (5) years of relevant experience and at least one (1) year of supervisory experience.

- Must possess basic mathematical skills, including the ability to add, subtract, multiply, and divide, as required by the position’s responsibilities.

- Strong interpersonal and leadership skills are essential, with well-developed speaking and listening abilities. Bilingual proficiency in Spanish is preferred but not required.

- Must demonstrate the ability to take initiative, make improvements, build cohesive teams, and make sound decisions.

- A commitment to consistently exceed expectations in fulfilling job responsibilities and contributing to the overall success of the organization.

- Must project enthusiasm, excitement, and an outgoing personality while maintaining a professional appearance.

Work Environment:

- Duties are typically performed in a professional office setting; however, occasional work on the casino floor may be required. On the casino floor, you may be exposed to factors such as second-hand smoke and excessive noise.

- This role frequently requires standing, walking, and using hands for various tasks, as well as reaching with arms, speaking, hearing, and occasionally tasting or smelling.

- The employee must be able to lift and move up to 50 pounds. Specific vision requirements include close, distance, color, and peripheral vision, as well as depth perception and the ability to adjust focus.

Native American Preference Policy:

In accordance with the Tribal Council’s employment practices, preference is given to Native Americans. First preference in hiring, training, and promotions is extended to members of the Seminole Tribe who meet the qualifications of the position. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements.

Employment Process:

The employment process with Seminole Gaming requires candidates to obtain a gaming license by successfully completing a background check through Seminole Gaming Compliance and Regulations before starting employment. Background checks may include, but are not limited to:

-Credit Check

-Criminal Background Check

-Drug Screening

Disclaimer:

This job description is intended to reflect the current role and responsibilities accurately. However, management reserves the right to modify the job or assign other tasks as needed due to changing circumstances, such as emergencies, personnel changes, workload shifts, or technical developments.