Associate Director of Hotel Operations

Job Description

Job Description

Description:

Our Story & The Opportunity

We don’t just offer a place to stay; we create exceptional entertainment experiences. As a premium, Four-Diamond destination featuring 210 luxury guest rooms and suites with breathtaking mountain valley views, a vibrant world-class gaming floor, 9 distinct restaurants and lounges, a full-service Spa, and a premier 2,000-seat entertainment and events center, our scale is matched only by our culture. As a multi-year recipient of the Washington’s Best Workplace award, we believe that delivering world-class hospitality begins with being an employer of choice.

The Associate Director of Hotel Operations provides comprehensive leadership, strategic alignment, and operational depth across these 24/7 hospitality departments. Reporting directly to the Director of Hotel Operations, this role ensures seamless cross-functional communication and operational continuity across multiple highly interdependent areas. The Associate Director fosters a supportive environment for their teams, drives the consistent execution of Four-Diamond service standards, and actively coaches frontline leaders to optimize both the guest experience and departmental performance.

Essential Duties & Responsibilities

• Department Leadership & Oversight: Direct, support, and oversee the daily operations and management of the Front Desk, Front Services, Guest Services, Housekeeping & Laundry, and property-wide Environmental Services (EVS) teams to ensure consistent execution of service standards.
• People Leadership & Culture Champion: Serve as the champion of our 250+ Team Members by empowering and guiding reporting managers and supervisors to consistently execute company people processes; ensure absolute alignment with our "employer of choice" values across the entire talent journey—including hiring, onboarding, continuous coaching, performance reviews, labor management, progressive policy enforcement, off-boarding, etc.
• Operational Resource Planning: Conduct forward-looking analysis of business volumes, forecasting trends, and event calendars to ensure all operating departments are fully equipped with proper staffing levels, logistical plans, and equipment to handle peak periods successfully.
• Cross-Departmental Collaboration: Partner closely with Sales, Food & Beverage, Marketing, and Casino teams to seamlessly synchronize hotel workflows with upcoming property events, group blocks, marketing promotions, and VIP guest requirements.
• Interdependency Management: Monitor and manage daily property workflows to balance the downstream effects that room inventory shifts, floor access changes, and maintenance projects have across all operational departments.
• Logistics & Project Planning: Collaborate closely with the Facilities department to schedule, track, and coordinate room maintenance, laundry projects, floor closures, and guest-impact initiatives such as construction, alarms, or window washing.
• Advanced Service Recovery: Direct the resolution of complex guest challenges, complaints, and service failures, empowering teams to deliver empathetic, prompt, and consistent solutions.
• Fiscal Stewardship & Budgetary Alignment: Oversee divisional budgeting, line-item expense management, and cost containment efforts; analyze financial reports and assist the Director of Hotel Operations with revenue forecasting and room rate analysis to ensure labor execution and operational purchasing align with overall property financial goals.
• Compliance, SOPs, & Internal Controls: Lead the ongoing development, oversight, and maintenance of all departmental policies, Standard Operating Procedures (SOPs), and internal controls; ensure operational compliance with applicable federal, gaming, and workplace safety regulations.
• Operational Coverage & Divisional Continuity: Step in actively during department manager absences, peak operational periods, or after-hours incidents to maintain frontline stability; serve as the primary point of contact for the hotel division in the absence of the Director of Hotel Operations, providing seamless cross-functional leadership support to the Sales and Spa & Wellness teams.
• Systems & Outage Resolution: Serve as the core point of contact for property system outages and Online Travel Agency (OTA) connectivity issues, ensuring coordinated communication and minimal friction during tech disruptions.
• Strategic Flexibility & Property Initiatives: Actively participate in broader hotel-wide projects and initiatives as needed; maintain the professional flexibility to support the property’s evolving business goals and step into high-level tasks that drive long-term organizational success.

A Full House of Total Rewards

• Competitive Pay: Starting salary of $113,019 - $124,320, depending on experience, with career growth potential up to $176,593 through annual performance based merit increases.
• Full Coverage: 100% employer-paid medical, dental, vision, and prescription coverage, plus competitive family rates starting after 60 days, with additional benefits such as 401(k), employer-paid life insurance, and long-term disability.
• Generous Paid Time Off (PTO): Accrue 21 days of PTO in your first year, growing to 33 days after five (5) years , with an option to cash out twice annually.
• Everyday Perks: Free meals, parking, paid breaks, 40c/gallon gas discount, and exciting giveaways like concert and sports tickets.
• Growth & Support: Access to tuition reimbursement, certification programs, and Employee Assistance Program.

Education & Experience

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field required. An additional two (2) years of relevant hospitality operations experience may be considered in lieu of the education requirement.
• Seven (7) years of progressive, hands-on experience in hotel operations within an equivalent-sized, high-volume property. Experience in an integrated casino-resort environment preferred.
• Five (5) years of experience specifically in a hotel department manager role, demonstrating full accountability over a department’s workflows, budgets, and Team Members (supervisory experience alone will not be considered).
• Experience with direct management over more than one distinct hotel operational function (e.g., spanning both Front Desk/Guest Services and Housekeeping/Laundry/EVS) is highly preferred.

Skills & Abilities

• Interdependent Operational Mapping: Ability to analyze daily property workflows and instantly trace how shifts in room inventory, floor access, or maintenance projects ripple across distinct 24/7 operating departments.
• Strategic Resource Planning & Forecasting: Skill in analyzing fluctuating business volumes, forecasting trends, and property event calendars to proactively align departmental staffing, logistical plans, and equipment for peak periods.
• Four-Diamond Service Leadership: Ability to translate premium standards into clear frontline expectations, alongside advanced skills in empathetic guest service recovery and navigating revenue displacement scenarios.
• Collaborative & Influential Communication: Exceptional verbal and written communication skills, with the ability to bridge information gaps between diverse operating divisions, shared services, and executive leadership.
• Empathetic Coaching & Culture Building: Skill in modeling a supportive, people-first leadership style to champion our identity as a top workplace; ability to effectively mentor managers and guide them through complex Team Member relations situations.
• Technical & Systems Literacy: Hands-on proficiency with modern Property Management Systems (PMS), labor productivity tools, and Online Travel Agency (OTA) connectivity channels; ability to accurately configure reservation system updates, rate codes, and room inventory blocks to support property yielding strategies.
• Agile Crisis Composure: Ability to maintain a calm, structured, and reassuring presence during high-pressure scenarios, tech outages, or unexpected operational emergencies.
• Policy Development & Compliance Monitoring: Skill in authoring, implementing, and maintaining detailed Standard Operating Procedures (SOPs) while monitoring operations for absolute compliance with applicable federal, gaming, and safety regulations.
• Logistical Inventory & Asset Management: Ability to manage complex physical supply chains, commercial laundry production workflows, and property-wide equipment inventories to safeguard daily asset readiness and control operational expenses.
• Conflict Resolution & Interpersonal Mediation: Advanced skill in navigating sensitive workplace challenges, handling peer-to-peer or team conflicts, and delivering fair, supportive resolutions that protect Team Member morale and maintain open communication.

Snoqualmie Casino & Hotel exercises Snoqualmie Tribal Member/Native American preference in hiring, in compliance with the Snoqualmie Tribal Employment Rights Ordinance (TERO). You must obtain and maintain a Gaming License from the Snoqualmie Gaming Commission. Pre-employment drug testing is required for all positions. The use of marijuana will not disqualify an applicant for positions in any department other than Transportation (Valet, Driver I). DOT panel testing is required for the Driver position.

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