Position Summary:
The In-Room Dining & Pool Operations General Manager is responsible for the overall leadership, management, and profitability of the In-Room Dining, Pool Service, Stage Hospitality, and Green Room operations. This position oversees all aspects of guest service, food and beverage delivery, labor management, financial performance, and team member development while ensuring exceptional luxury hospitality standards.
The General Manager is responsible for creating personalized guest experiences through timely in-room dining service, VIP food amenity delivery, special guest request fulfillment, poolside food and beverage operations, and backstage hospitality support. This leader champions Forbes Travel Guide service standards and works collaboratively with hotel, culinary, entertainment, and resort leadership teams to deliver memorable guest experiences that exceed expectations.
Essential Functions:
1. Responsible for redefining hospitality at Graton Resort & Casino while living, supporting, and promoting company values.
2. Perform responsibilities in accordance with all Graton Resort & Casino standards, policies, and procedures.
3. Lead and oversee all daily operations of In-Room Dining, Pool Service, Stage Hospitality, and Green Room food and beverage services.
4. Ensure adherence to Forbes Travel Guide luxury service standards and guest engagement expectations.
5. Monitor and maintain exceptional service delivery standards for all guest interactions, focusing on professionalism, personalization, and attention to detail.
6. Oversee food amenity programs including VIP arrivals, special occasion amenities, executive guest requests, group arrivals, and casino host requests.
7. Coordinate and execute custom guest requests, dietary accommodations, and personalized dining experiences.
8. Manage all poolside food and beverage operations, ensuring timely service, product quality, cleanliness, and guest satisfaction.
9. Oversee culinary and service support for stage performers, entertainers, production teams, and designated green room areas.
10. Partner with Entertainment, Hotel Operations, VIP Services, Culinary, and Casino Marketing teams to execute events and hospitality programs.
11. Ensure all food, beverage, and amenity deliveries are completed accurately, professionally, and within established service time standards.
12. Maintain established service recovery protocols and respond immediately to guest concerns to ensure full resolution and satisfaction.
13. Enforce safety, sanitation, food handling, and responsible beverage service practices in all operational areas.
14. Ensure compliance with operational standards, company policies, federal, state, and local regulations, and health department requirements.
15. Display knowledge of all emergency procedures and lead emergency response efforts when necessary.
16. Manage departmental budgets, forecasting, labor controls, productivity metrics, and operating expenses to achieve financial goals.
17. Review financial performance regularly and develop action plans to improve revenue generation and profitability.
18. Oversee inventory management, purchasing controls, and cost containment initiatives.
19. Analyze guest satisfaction data, service metrics, and operational trends to identify opportunities for continuous improvement.
20. Conduct regular service audits and quality assurance inspections to ensure compliance with Forbes and company standards.
21. Lead, mentor, coach, and develop management and front-line team members to achieve exceptional service results.
22. Manage hiring, onboarding, performance coaching, recognition, discipline, and succession planning for assigned departments.
23. Conduct ongoing training programs related to luxury service standards, service recovery, food and beverage knowledge, and guest engagement.
24. Hold daily pre-shift meetings and departmental huddles to communicate operational priorities, VIP arrivals, events, and service expectations.
25. Maintain extensive knowledge of all food and beverage offerings, preparation methods, wine selections, and resort amenities.
26. Collaborate with culinary leadership to ensure menu quality, consistency, presentation, and execution.
27. Foster a culture of engagement, accountability, teamwork, and continuous improvement.
28. This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform from time to time. Duties and responsibilities may be changed, expanded, reduced, or delegated by Management to meet the business needs of the property.
Required Qualifications:
1. Ability to communicate effectively with Guests, Team Members, Management, and Executive Leadership in both written and verbal form.
2. Thorough understanding of luxury hotel operations, in-room dining service, pool operations, and high end food and beverage service standards.
3. Strong knowledge of Forbes Travel Guide standards and luxury hospitality service expectations preferred.
4. Minimum five (5) years of Food & Beverage management experience in a luxury hotel, resort, casino, or upscale dining environment.
5. Minimum three (3) years of management experience overseeing multi-unit or multi-outlet food and beverage operations.
6. Demonstrated experience managing full profit and loss responsibilities, including labor management, forecasting, budgeting, and financial analysis.
7. Experience leading large teams in high-volume hospitality environments.
8. Strong leadership skills with the ability to motivate, coach, and develop high-performing teams.
9. Demonstrated ability to manage VIP guest interactions and complex service recovery situations.
10. Proven ability to prioritize multiple operational demands while maintaining exceptional guest service standards.
11. Must possess sound judgment, professionalism, and discretion when handling sensitive guest and business matters.
12. Must manage time effectively with minimal supervision.
13. Must be 21 years of age or older.
14. Must be able to obtain a Food Handlers Certification through the State of California.
15. Must be able to obtain a Responsible Beverage Service (RBS) license through the State of California.
Physical Requirements:
This job has the following physical requirements:
1. Requires the physical ability to stand for extended periods of time and walk throughout the resort property.
2. Requires frequent bending, reaching, pushing, pulling, and lifting activities.
3. Ability to move throughout hotel towers, pool areas, event venues, backstage facilities, and food service locations.
4. Requires a normal sense of smell, taste, and touch.
5. Must be capable of lifting up to 50 pounds with or without assistance.
