Director of Hotel Operations

Job Description

Job Description

Job Summary:

We are looking for an experienced Director of Hotel Operations to join our team at Miccosukee Casino & Resort. As a valued team member, we are committed to delivering a memorable, impressive, caring, committed and original experience for our guests, our team members, and community. We uphold this commitment by providing a safe and enjoyable workplace where YOU are our number one priority. It is the MICCO way.

Miccosukee Casino & Resort is expanding, with completed projects including a new Smoking Room & Bar, a High Limit Slots area, and a VIP Lounge, all designed to enhance the guest experience. Future plans include a lazy river and water park, an over 2,000 capacity entertainment venue, and renovated hotel rooms to become a top South Florida destination.

We are proud to be recognized for both our workplace culture and guest experience. Miccosukee Casino & Resort has been awarded the 2023 Miami-Dade Favorites Gold Award for Best Casino, named Miami New Times’ Best of Miami Winner in 2024, and recognized as a USA Today Top Workplace in both 2024 and 2025.

We are seeking passionate, service-oriented individuals to join our exceptional team. If you’re ready to grow with us while enjoying competitive compensation, great benefits, and a fun work environment, we look forward to meeting you!

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field; Master’s preferred.
• Minimum of 10 years of progressive hotel operations experience, with at least 5 years in a senior leadership role within a luxury hotel or resort.
• Proven ability to lead diverse operational teams and manage large-scale hotel functions with a focus on guest satisfaction.
• Strong financial acumen, budget management, and revenue optimization experience.
• Exceptional interpersonal, leadership, and communication skills.
• Proficient in hotel property management systems (e.g., Opera).
• Be able to work indoors and be exposed to various environmental contaminants including smoke
• Must be able to work with others, communicate well, give direction, review the work of others, and provide guidance and counsel when needed to achieve department goals and objectives
• Must maintain a positive attitude toward work and interface with hotel guests in a congenial and polite manner
• Must be able to address stressful situations with clients with dignity and the utmost tact and politeness

Responsibilities

The Director of Hotel Operations is a strategic and hands-on leader responsible for overseeing the daily operations of key hotel departments including Housekeeping, Front Desk, Revenue Management, Transportation Services, and Pool Operations. This role ensures the highest standards of guest satisfaction, operational efficiency, and profitability are met across all touchpoints, while upholding the service excellence expected of a luxury property.

This position requires a seasoned hospitality professional with a minimum of 10 years of progressive experience in luxury hotel operations, proven leadership, and a passion for delivering exceptional guest experiences.

• Direct and coordinate the activities of Housekeeping, Front Office, Pool, Transportation, and Revenue.
• Ensure seamless interdepartmental collaboration to deliver a consistent and elevated guest experience.
• Maintain a visible presence across the property to engage with guests and employees, promptly addressing any issues.
• Uphold the highest standards of luxury service and cleanliness throughout the property.
• Monitor guest feedback and implement improvement strategies to enhance satisfaction and loyalty.
• Ensure consistent delivery of standards, operating procedures, and service protocols.
• Work closely with the finance department to develop and achieve annual budgets, forecasts, and performance metrics.
• Monitor labor costs, supply usage, and departmental expenses to ensure profitability.
• Identify revenue opportunities and operational efficiencies to drive top-line growth and margin improvement.
• Recruit, train, mentor, and evaluate department heads and staff, promoting a culture of accountability, respect, and excellence.
• Implement training and succession plans to ensure staff readiness and retention.
• Foster a collaborative, guest-focused, and results-driven work environment.
• Partner with the General Manager and senior leadership to align operational goals with the casino and resort's strategic vision.
• Oversee the implementation of initiatives that enhance operational performance, guest satisfaction, and brand positioning.
• Lead service innovation, sustainability efforts, and technology enhancements within operational departments.

This job description is not necessarily an exhaustive list of all responsibilities, skills, duties and requirements, efforts or working conditions association with this position. While this is intended to be an accurate reflection of the current tasks performed, management reserves the right to revise or require other commitments when circumstances prevail. All Miccosukee Casino & Resort Team Members are expected to conduct and carry themselves in a professional manner at all times and to observe the Company’s standards, work requirements and rules of conduct.

The Casino & Resort will function seven days a week, 24 hours a day. We may find it necessary to re-schedule shifts according to our business volume. You must be willing and available to fulfill these demands

While performing the duties of this job, the team member will be regularly required to walk, stand and sit. The associate will occasionally be required to climb and use balance. Additionally, the team member will frequently be asked to use hands and arms carry and lift items. Specific vision abilities required to perform this job include close vision and distance vision.

While performing the duties of this job, the team member may experience temperature fluctuations and moderate to high levels of noise. This is a smoking environment.