The posting
Overview The General Manager Hotel & Hospitality Operations provides strategic and operational leadership for the Hotel, Food & Beverage, Guest Experience, and Special Events functions at Commerce Casino & Hotel. This position is responsible for bringing these areas together as one coordinated, high-volume hospitality operation focused on delivering warm, fast, clean, consistent, and dependable service while improving financial and operational performance. The General Manager will lead efforts to strengthen unit economics, simplify complex operations, increase service capacity and throughput, develop strong frontline leadership, and create an experience that gives guests more reasons to visit, stay longer, and return. This position requires a highly visible, hands-on, and highly accountable leader who is equally comfortable analyzing financial performance, identifying operational opportunities, coaching department leaders, and working directly within the operation during peak business periods. The General Manager combines strong financial discipline with a genuine commitment to the guest experience and delivering exceptional hospitality that is accessible, consistent, and financially sustainable. Primary Job Functions
Provide overall leadership and operating accountability for Hotel, Food & Beverage, Guest Experience, and Special Events. Own the consolidated operating plan, budget, and forecast for assigned hospitality functions, with accountability for revenue, labor, cost of goods, controllable expenses, and operating contribution. Develop and execute strategies to improve financial performance, productivity, service quality, and long-term operational sustainability. Evaluate service models, operating hours, staffing levels, pricing, purchasing, inventory, and vendor relationships to identify opportunities for improvement. Establish clear performance expectations and operating standards for service quality, cleanliness, speed, friendliness, and reliability. Identify and eliminate operational bottlenecks that reduce throughput or create unnecessary guest frustration. Align staffing and operating capacity with casino demand, hotel occupancy, tournaments, major events, and other peak business periods. Oversee Hotel operations, including front desk, reservations, housekeeping, room operations, guest services, occupancy, rate, RevPAR, and overall hotel operating performance. Oversee Food & Beverage operations, including restaurants, bars, casino-floor service, banquets, culinary operations, stewarding, product quality, labor productivity, food and beverage costs, inventory, and service speed. Lead Guest Experience operations, including Guest Services, Player Rewards and JADE enrollment touchpoints, guest advocacy, service recovery, and consistent service expectations across guest-facing departments. Lead the operational planning and execution of concerts, watch parties, cultural celebrations, festivals, social events, and other property activations. Partner with Casino Operations, Marketing, Loyalty, Player Development, Security, Human Resources, and other departments to create a coordinated guest experience across the property. Recruit, coach, develop, and hold accountable department leaders while building a strong pipeline of managers, supervisors, and frontline leaders. Use operating data, financial results, direct observation, and guest feedback to identify opportunities and implement corrective action. Ensure compliance with food safety, responsible alcohol service, workplace safety, accessibility, and other applicable regulatory requirements. Maintain a visible leadership presence during nights, weekends, major events, and other critical operating periods.
The duties listed are not set forth for the purpose of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a position title or those to be assigned and performed temporarily outside of an employee’s normal line of work. Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each employee remains, at all times, an “at will” employee. QUALIFICATIONS Work Experience Required: Minimum of 10 years of progressive operations leadership experience in hospitality, restaurants, entertainment venues, or another high-volume service environment. Education: Bachelor’s degree in Hospitality, Business Administration, or a related field preferred. Equivalent operating and leadership experience will be considered Other Skills and Abilities:
Significant experience leading multiple operating departments or business units. Demonstrated responsibility for budgets, forecasts, and P&L performance. Proven record of improving underperforming operations, simplifying complex businesses, or leading significant operational transformation. Strong Food & Beverage operations experience, including labor management, cost of goods, inventory, food safety, and service throughput. Experience overseeing hotel, guest service, and/or event operations directly or through department leaders. Demonstrated success recruiting, coaching, and developing managers and frontline leaders. Strong analytical and financial judgment combined with practical operating experience. Excellent leadership, communication, interpersonal, and organizational skills. Ability to lead effectively in a fast-paced, high-volume, 24/7, and regulated environment. Ability and willingness to work nights, weekends, holidays, and major events as business needs require. Direct casino experience is preferred but not required.
Other Requirements:
Attendance and punctuality are an essential function of the position. Must be clean, well-groomed and have a professional appearance. Must remain professional at all times, and treat all guests and employees with courtesy and respect, under all circumstances. Must be adaptable to change in the work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones. Must adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.
SCHEDULED HOURS Commerce Casino operates 24 hours, 7 days a week. Schedules may vary depending on business needs.
