MANAGER - HOTEL - Seminole Gaming

Overview

Whether you want to make your debut or go back on tour after a long hiatus, starting a career at Seminole Casino Brighton 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 Casino Brighton is a 27,000-square-foot casino with 400+ slot and gaming machines, a seven-table poker room, and high-stake bingo seats, with full service restaurant and lounge. Its warm and friendly staff, ultra-modern air-conditioning system, clean atmosphere, and rewarding casino promotions are a welcome alternative to big city gaming.

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.

Job Summary

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.

Responsibilities

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.

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

Closing: 

The Tribal Council gives preference in all its employment practices to Native Americans. First preference in hiring, training, promoting and in all other aspects of employment is given to members of the Seminole Tribe who meet the job requirements. Second preference is given to members of other federally recognized Native American Tribes who meet the job requirements. 

As part of Seminole Gaming’s employment process, final candidates will be required to obtain gaming licensure by completing a background check with Seminole Gaming Compliance and Regulations, prior to an offer being extended. These background checks may include, but are not limited to: 

• Credit Check
• Criminal Background Check
• Drug Screen  

For a listing of all opportunities at Seminole Gaming please go to www.gotoworkhappy.com    

Disclaimer 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).