Job Summary

Oversees all aspects of Property Management in accordance with Kiowa Casinos' mission statement, including maximization of financial performance, Guest satisfaction, and staff development within established quality standards. Responsible for the hiring, training and discipline of all hotel staff.

Essential Duties & Responsibilities

> All Team Members must embrace and deliver Kiowa’s Guest Service Standards to every Guest on every shift, as outlined in Orientation, the Team Member Handbook, Standard Operating Procedures (SOPs), and any other related training
> Consistently ensures an exceptional level of service and satisfaction is achieved throughout the property, exceeding the expectations of external and internal Guests alike in a timely and effective manner
> Provides efficient courteous guest service
> Processes all sales transactions according to Kiowa Casino’s policy and procedures
> Maintains inventory in an orderly manner
> Adheres to Kiowa Casino’s established safety, health, and security policies and procedures
> Must adhere to the safety rules and regulations of the Kiowa Casino and of the Hospitality department
> Maintains monthly inventory
> Creates an environment that assures Guest Satisfaction
> Monitors the performance of the hotel through verification and analysis of Guest satisfaction systems and financial reports
> Maintains product and service quality standards by conduction ongoing evaluations and investigating complaints
> Prepares financial reports for management that clearly explain operational effectiveness, trends and variances
> Executes marketing, sales and operational activities, producing results that meet or exceed the hotel’s business plan
> Understands the government regulations affecting hotel operations, ensuring hotel is operated in compliance with all applicable laws, ordinances, regulations and requirements of any federal authority
> Deals with the general public, guests and team members with courtesy and respect
> Monitors guest satisfaction regarding Hotel stay and communicates data to the Director of Hospitality Services
> Directs the planning and training for each team member in each Hotel department
> Develops and maintains each department’s budget and monitors the flow of revenue and expenditures
> Ensures the compliance of all Hotel departments with safety standards and codes
> Maintains adherence to all applicable Tribal, Federal, and State Health Department policies and laws for safety, sanitation and food preparation
> Ensures correct staffing levels according to industry standards that are not exceeded without prior consultation. Learns Local, State, and Federal gaming laws and regulations, as well as, internal controls, policies, and procedures
> Attends all management meetings and other meetings as assigned by the Director of Hospitality Services
> Resolves guest complaints in a prompt and courteous manner and keep Director advised
> Circulate throughout all outlets maintaining a high profile with customers and staff
> Participates in departmental and Strategic Planning as directed
> Responsible for hiring, retaining, promoting, performance evaluations, training, disciplining, and terminating Team Members with concurrence of the Director of Hospitality, the Director of Human Resources, and Chief Operating Officer/General Manager
> All other duties as assigned
> Must adhere to departmental, organizational, state, and federal safety rules and regulations, applicable processes for safe operation, appropriate Personal Protective Equipment, in addition to any/all related controls for personal welfare and the safety of others

Knowledge, Skills & Abilities (KSA)

Physical Demands / Work Environment

PHYSICAL DEMANDS: Must be able to communicate using written, oral and computer methods. Must be able to operate computer equipment (for extended periods of time). Must have manual dexterity necessary to manipulate computer equipment. Must be able to stand, stoop or walk for extended periods of time. Must be able to lift, bend, and kneel. Must be able to lift 50 pounds. The team member will be required to maintain a positive facial expression and body language for long periods of time.

WORKING ENVIRONMENT: Office, gaming floor and convention center environment including flashing lights, frequent loud noises and cigarette smoke. Extensive computer use. Must be flexible with work schedule. Must be willing to work any hours and/or shift, as assigned, according to business needs. Occasionally must deal with angry or hostile individuals. High volume direct public contact.

Disclaimer of Conditions of Employment

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

All Kiowa Casino employees are responsible to ensure that their designated operations are in compliance with Kiowa Casino policies, Tribal policies, State compact and Tribal gaming regulations.

Conditions of employment with Kiowa Casino include passing a pre-employment drug test, a background investigation to secure a gaming license and successfully completing an introductory period as outlined in Kiowa Casino Policy. Candidates for this position will be required to have dependable transportation available to them without notice. Must also maintain a Valid Driver’s License and be insurable on our company’s policy throughout your time of employment with the Kiowa Casino.