Hotel Services Manager

Company Description

Downstream Casino Resort offers a Las Vegas-style entertainment experience with a variety of gaming, dining, and hospitality options for a broad range of guests. The resort balances high-energy environments with more intimate spaces, giving visitors multiple ways to relax, play, and enjoy their stay. Its offerings are influenced by the rich history of Native American culture, creating a distinctive atmosphere and guest experience. Team members have the opportunity to work in a dynamic setting that values service excellence, cultural appreciation, and memorable guest interactions.

Role Description

The Hotel Services Manager is a full-time, on-site role based at Downstream Casino Resort in Quapaw, OK. This role oversees daily hotel operations, ensuring that Front Desk, PBX, Guest Services and Seasonal Outdoor Pool teams deliver consistent, high-quality service. Responsibilities include managing staff schedules, supporting reservations and check-in/check-out processes, and coordinating with housekeeping and facilities to meet guest needs. The Hotel Services Manager monitors budgets and financial performance for hotel service areas, supports sales and promotional efforts, and works closely with their team to ensure service standards are met. The role also handles guest inquiries and escalated issues, maintains operational policies, and ensures compliance with casino/resort standards and safety guidelines.

Essential Functions & Responsibilities

• Prepares detailed financial reports to ensure adherence to established budgets. Investigates and resolves discrepancies and may assist in preparing operating budgets.
• Prepares/approves work schedules, ensures proper training, conducts employee evaluations, and assists is responsible for hiring team members for the front desk, PBX, guest services and seasonal outdoor pool.
• Investigates and resolves employee and/or guest problem situations.
• Maintains and implements departmental procedures.
• Oversee adherence to company policies and procedures, including Purchasing, HR, and Compliance.
• Communicates and coordinates hotel/resort maintenance issues with Facilities and room booking status with the Guest Services/VIP Services/Housekeeping Departments.
• Interviews, hires, trains, schedules, appraises and supervises all directly assigned personnel.
• Maintains hotel system files.
• Promotes positive public/employee relations at all times.
• Maintains a clean, safe, hazard-free work environment within area of responsibility.
• Performs all other related and compatible duties as assigned.
• Meet the attendance guidelines of the job and adhere to regulatory, departmental, and company policies.
• Attend all necessary meetings and assist in other projects, as directed.
• Duties, responsibilities, requirements and expectations pertaining to this job are subject to change as needed. Hours are determined by 24-hour schedule.
• Manages Hotel Inventory to ensure maximum occupancy without overbooking.

Qualifications / Requirements

The requirements listed below are representative of the knowledge, skill, and/or ability required. To perform this job successfully, an individual must be able to perform each of the essential duties and responsibilities satisfactorily.

• Must be 18 years of age or older upon employment.
• High School Diploma or equivalent required.
• Minimum of 3-5 years of front desk/hospitality management experience required.
• Must have LMS user knowledge and be able to administer the system.
• Knowledge of the casino industry is preferred.
• Knowledge of housekeeping operations is preferred.
• Must possess proven ability to prepare and fulfill short-term developmental and operational goals and the financial knowledge necessary to assist in the creation of and adherence to departmental budgets.
• Must have proficient computer skills.
• Must have excellent customer service skills.
• Ability to write routine correspondence and to speak effectively to the public, employees and customers.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Must have the ability to deal effectively and interact well with the customers and employees.
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner.
• Must possess proven leadership ability necessary to provide guidance to subordinate supervisors and ensure effective employee relations.
• Must possess strong interpersonal skills necessary for verbal and written communications to subordinates, guests and other management personnel.
• Must be able to be approved for and maintain a valid gaming license.
• Must be able to read, write, speak and understand English. Must be able to respond to visual and aural cues.
• Work nights, weekends and holidays as required.
• Employment is contingent upon a favorable outcome of a background investigation and drug screening.

Education Required

High School or better.

Experience Required

3-5 years Hotel Management