Director of Hospitality

The Director of Hospitality/AGM is a key executive leadership role within a luxury resort or high-end hotel environment, focused on managing and elevating guest-facing operations across a wide array of hospitality services. Typically situated in premier resort-style casino properties, this role demands a strategic visionary who can seamlessly integrate diverse departments, including hotel operations, food and beverage (F&B) outlets, entertainment, spa and wellness services, retail, and other guest amenities. This position reports directly to the General Manager and is pivotal in ensuring not only guest satisfaction but also optimized revenue streams and operational excellence.

These properties are often distinguished by prestigious ratings such as AAA Four or Five Diamond or Forbes Travel Guide ratings, underscoring their commitment to delivering world-class luxury experiences. The Director of Hospitality/AGM is responsible for maintaining and enhancing these high standards, ensuring guests receive personalized, consistent, and memorable service from arrival through departure. The scope of the role extends beyond mere operational oversight to include financial management, team leadership, and interdepartmental collaboration, particularly with gaming and player development functions, to drive the integrated success of the property.

The role demands a seasoned professional with extensive hospitality experience in luxury resorts or hotels, ideally with 3 to 5 plus years of progressive leadership and at least 2 years in a senior management capacity overseeing multiple hospitality functions concurrently. This person must demonstrate proven success in attaining and sustaining high ratings and accolades in competitive, luxury markets and environments that combine hospitality with gaming. The Director of Hospitality/AGM holds responsibility for crafting and executing strategies that enhance guest experiences, especially for VIPs and high-roller clientele, ensuring a high level of personalization and service excellence across all service points.

Operationally, the Director oversees large teams often exceeding 100 associates across multiple departments. They lead initiatives in recruitment, training, development, and motivation to cultivate a culture of service excellence, safety, and engagement. Financial stewardship is a core function, with hands-on management of budgeting, forecasting, profit and loss (P&L) statements, cost controls, and revenue optimization efforts for all hospitality outlets. This includes food and beverage venues such as restaurants, bars, banquet services, and in-room dining, as well as non-traditional services including entertainment and spa facilities.

In addition, the Director monitors key performance indicators such as guest satisfaction scores, revenue per available room (RevPAR), average daily rate (ADR), F&B revenue and covers, labor costs, and online guest reviews from platforms like TripAdvisor and Google. Continuous improvement initiatives are essential to maintain and advance service quality and financial performance. Handling hospitality-related capital projects, renovations, and vendor relationships also forms a significant part of the role, ensuring the facility standards and amenities meet luxury expectations.

This position requires a sophisticated understanding of luxury hospitality operational best practices, alongside proficiency with current hospitality technology platforms such as Opera, Micros/Simphony, and Learning Management Systems (LMS) for effective team training and analytics. Knowledge of gaming regulations and responsible service practices is crucial to bridging hospitality services with casino operations. Exceptional leadership and communication skills are vital for managing complex teams, including unionized and non-unionized staff.

In summary, the Director of Hospitality/AGM plays an integral role in the success of a luxury resort or casino hotel, driving excellence in guest experiences, financial performance, and team leadership. This is a full-time executive position with a strong emphasis on strategic operational oversight and collaboration across diverse hospitality disciplines.