Executive Resort Manager

SUMMARY

The Executive Resort Manager serves as the senior operational leader on property, providing oversight of resort operations, guest service, safety, staffing, and facility standards. Acting on behalf of executive leadership, the Executive Casino Manager ensures exceptional guest experiences, resolves operational issues, supports departmental teams, and maintains efficient, compliant, and seamless property-wide operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the Executive Resort Manager on Duty, providing property-wide leadership and oversight of casino, hotel, food and beverage, entertainment, facilities, security, and guest service operations.
• Act on behalf of senior leadership by making timely operational decisions that support the resort's strategic objectives, service standards, regulatory requirements, and business goals.
• Serve as the central point of contact for property-wide operational issues, escalated guest concerns, team member matters, emergencies, accidents, safety incidents, and other critical events, ensuring timely resolution and appropriate communication to executive leadership.
• Maintain confidentiality, sound judgment, and discretion when handling sensitive guests, team members, business, and operational matters.
• Deliver and model GRAND service standards by providing exceptional guest service, resolving guest concerns through effective service recovery, serving as a visible ambassador for guests and VIPs, and maintaining extensive knowledge of resort amenities, services, events, promotions, and operating hours.
• Conduct routine inspections of public areas, hotel rooms, and operational departments to evaluate cleanliness, maintenance, safety, sanitation, staffing levels, signage, operational readiness, and overall property presentation; identify deficiencies and ensure corrective action is taken.
• Partner with Security, Surveillance, Risk Management, and departmental leadership to respond to emergencies, disturbances, safety concerns, and operational incidents while maintaining compliance with gaming regulations, internal controls, company policies, and established operating procedures.
• Monitor staffing, service delivery, and operational performance throughout the property; identify gaps, recommend adjustments, and provide coaching, direction, and support to leaders and team members to promote accountability, professionalism, and operational excellence.
• Facilitate effective communication and coordination among departments and executive leadership to support timely decision-making, issue resolution, special events, and operational priorities.
• Review guest feedback, operational trends, and property observations to identify recurring concerns and recommend improvements to service, processes, facilities, and operational effectiveness.
• Ensure the accuracy, professionalism, and consistency of property signage, communications, and guest-facing materials.
• Prepare and distribute daily shift reports, attend required meetings, complete all assigned training and administrative responsibilities, and perform other duties as assigned within the scope of the position

KNOWLEDGE/SKILLS/ABILITIES

• Excellent interpersonal communication skills - possess an ability to de-escalate and resolve issues when dealing with guest and team member concerns.
• Superior organizational skills and attention to detail.
• Working knowledge of resort-based computer systems preferred (Casino Management Systems, Lodging Management Systems, Maintenance reporting and scheduling toolkits)
• Strong analytical and creative thinking skills.
• Ability to maintain confidential information.
• Excellent written and verbal communication (in English), presentation, and computer skills.
• Strong working knowledge of Microsoft Office Suite.
• Must work varied shifts, including weekends and holidays.
• Professional appearance and demeanor.
• Must be a minimum of 21 years of age

CERTIFICATES AND LICENSES

• Must obtain and maintain appropriate licensing with the Nevada Gaming Board and Alcohol Awareness Card.

EDUCATION and/or EXPERIENCE

• At least ten years of resort-level guest service experience in a fast-paced, 4-Diamond or above resort environment is preferred.
• Must have two years of experience in one of the following areas. Experience in multiple areas required:

o Gaming, Table Games experience preferred

o Hotel/Resort

o Food & Beverage

• College degree preferred or a combination of education, training, and experience.

PHYSICAL DEMANDS

• While performing the duties of this job, the team member must be able to maintain physical stamina and proper mental attitude to work under pressure in a fast-paced casino environment and effectively deal with customers, management, team members, and others.
• Is regularly required to sit, stand, walk, and move through all areas of the casino; speak and hear; use hands to finger, handle, or feel. May reach with hands and arms above shoulder level; bend/stoop, squat, balance, kneel, lift and push/pull.
• Must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance visions, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

• Work performed indoors, in a climate-controlled environment. The noise level in the work environment is usually loud. Team members are regularly exposed to odor and secondhand smoke. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be flexible if needed for occasional work outside of normal business hours.