Director of Hotel Operations

The Director of Hotel Operations is responsible for leading and overseeing all hotel division functions to ensure firstclass service, operational efficiency, and guest satisfaction in alignment with Laguna Development Corporation (LDC) policies, procedures, internal controls, and core values. This executive role manages multiple departments—front desk, housekeeping, laundry, central services, bell and valet services, RV resort, wardrobe, and shuttle operations—either directly or through subordinate leaders. The position requires establishing and maintaining high service standards, implementing operational procedures, ensuring proper staffing and retention, and driving profitability through strategic planning, budgeting, forecasting, and variance analysis. The Director is accountable for enforcing compliance with administrative, safety, and health regulations; preparing detailed managerial and financial reports; leading sales and marketing initiatives; resolving guest and employee concerns; and fostering positive relationships with guests, employees, and stakeholders. Additional expectations include acting as a role model, maintaining professionalism, ensuring safety across all patron areas, promoting teamwork, participating in leadership development programs, and coordinating effectively with executives, regulatory bodies (including TGRA), and other departments to minimize disruption and enhance overall operations.

The role also encompasses full supervisory responsibility, including hiring, training, scheduling, evaluating performance, disciplining, and developing department leaders such as the hotel manager, RV resort manager, and other supervisory staff. Candidates are expected to have a bachelor’s degree in hospitality management (preferred) or equivalent experience of at least 10 years in hospitality, hotel, or casino management, including a minimum of three years at the executive level, with professional certification (e.g., CHA) preferred. Strong financial acumen, communication, conflict resolution, and interpersonal skills are essential, along with discretion and the ability to manage complex operations and long-term planning. Technical proficiency with Microsoft Office, Kronos, and purchasing systems is required. The position demands flexibility to work irregular hours, maintain attendance standards, and operate effectively under pressure in an indoor environment with potential exposure to fumes. Physical requirements include a mix of sitting, standing, and light lifting, while mental demands emphasize problem-solving, planning, and data interpretation. Additional requirements include passing pre-employment screenings, securing and maintaining a gaming license, holding a valid New Mexico driver’s license, and ensuring a safe, clean, and compliant work environment at all times.