Job Summary:Reporting to the VP, Resort Operations, the Executive Director of Front Services is responsible for providing strategic leadership, operational oversight, and service excellence for all Front Services functions, including Bell and Door Services, Parking and Valet Operations, Transportation Services. This role ensures the delivery of exceptional guest experiences aligned with the organization's service standards, brand attributes, and business objectives. The Executive Director will lead departmental operations, workforce planning, employee development, and continuous process improvement while maintaining operational efficiency, regulatory compliance, and a culture of excellence. This position collaborates closely with property leadership to anticipate guest needs, enhance service delivery, and support the overall success of the hospitality operation.
Responsibilities inclue, but are not limited to:- Direct and oversee the daily operations of Bell Services, Door Services, and Valet and Parking Operations, ensuring alignment with organizational goals and service standards.
- Establish, implement, and monitor departmental strategies, performance objectives, and service initiatives that enhance the guest experience.
- Evaluate and ensure consistent delivery of exceptional guest service, maintaining adherence to company standards, brand expectations, and operational metrics.
- Analyze business volumes, occupancy levels, event schedules, traffic patterns and demand patterns to optimize staffing levels and labor efficiency.
- Lead workforce planning efforts, including recruitment, onboarding, training, performance management, succession planning, and employee engagement initiatives.
- Foster a positive and inclusive work environment that promotes teamwork, accountability, recognition, professional growth, and employee satisfaction.
- Ensure compliance with company policies, labor laws, safety regulations, collective bargaining agreements, and diversity and inclusion initiatives.
- Assess and coordinate large group arrivals, departures, group porterage, VIP services, luggage handling, transportation logistics, and special guest requests.
- Provide oversight of all transportation services, including limousine services, rideshare programs, taxi operations, oversize logistics, shuttle services and VIP transportation experiences
- Partner with senior leadership to identify operational challenges, develop solutions, and implement process improvements that enhance guest satisfaction and operational effectiveness.
- Research, evaluate, and recommend new technologies, systems, services, and best practices to maintain a competitive advantage, operational efficiencies and address evolving customer expectations.
- Monitor departmental budgets, labor expenses, productivity measures, and operational performance indicators to achieve financial objectives.
- Develop, maintain, and update departmental policies, procedures, and operational manuals to ensure consistency and regulatory compliance.
- Prepare and present operational reports, service metrics, and business recommendations to executive leadership.
- Ensure departmental readiness during emergency situations and support property-wide operational initiatives.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, Hotel Management, or a related field preferred.
- Minimum of 10 years of progressive hospitality operations experience, including Front Services, Valet, Guest Services, or Hotel Operations.
- Minimum of 5 years of leadership experience managing multiple departments or large operational teams in a hotel, resort, casino, or luxury hospitality environment.
- Experience working in a unionized environment preferred.
- Proven experience leading service excellence initiatives and driving guest satisfaction results.
- Prior experience managing in a Union environment preferred
- Deep understanding of Forbes Travel Guide standards, luxury guest expectations, and high-touch service delivery.
Work Environment: - Physical demands include standing, walking, and noise exposure for extended periods
- Position requires occasional lifting and moving of items weighing up to 50 pounds
- May be exposed to casino-related environmental factors including secondhand smoke.
- Must be able to work flexible hours, including nights, weekends, and holidays.
The Company gives preference in all of its employment practices to Native Americans. First preference in hiring, promoting and in all other aspects of employment is given to members of the Native American and Indigenous Tribes who meet the job requirements.
