Director of Hospitality

Pay

Minimum – Anticipated Maximum Base Salary: $132,100 – $178,400 / year

In addition to base salary, we offer an annual bonus plan based on company and individual performance, or a role-based, uncapped sales incentive plan. The advertised pay range represents what we believe at the time of this job posting, that we would be willing to pay for this position. Only in special circumstances, where a candidate has education, training, or experience that far exceeds the requirements for the position, would we consider paying higher than the stated range. Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/benefits/.

What we offer

At Delaware North, we care about our team members’ personal and professional journeys. These are just some of the benefits we offer: 

• Medical, dental, and vision insurance
• 401(k) with up to 4% company match 
• Annual performance bonus based on level, as well as individual, company, and location performance
• Paid vacation days and holidays
• Paid parental bonding leave
• Tuition and/or professional certification reimbursement
• Generous friends-and-family discounts at many of our hotels and resorts

What will you do?

• Lead the development and execution of strategies to enhance guest experiences across gaming properties, with a strong focus on VIP service and maintaining consistency in service delivery
• Utilize data-driven insights to identify opportunities, prioritize initiatives, and implement strategies that improve guest satisfaction and drive business performance
• Foster collaboration across properties and subsidiaries to align service strategies, share resources, and leverage insights for improved efficiency and consistency
• Develop and implement training programs and refine Standard Operating Procedures to ensure team alignment with service standards, operational best practices, and a culture of service excellence
• Present innovative, data-backed solutions to leadership, proposing creative strategies to continuously elevate guest service and operational efficiency

More about you

• Minimum of 10 years of senior-level casino operations management experience overseeing multiple properties, with a proven track record of achieving and maintaining prestigious 4-Diamond or 4- and 5-Star status, ideally within high-end, resort-style casinos

• Bachelor’s degree in hospitality management, hotel administration, food and beverage management, or a related field strongly preferred

• Extensive experience managing multi-outlet operations, including guest-facing amenities such as restaurants, spas, entertainment venues, and other high-end services, ensuring seamless, elevated guest experiences across all touch-points

• Expertise in process and procedure development, with a demonstrated ability to effectively implement and monitor best practices across various departments
• Proven ability to lead through influence, fostering a collaborative and results-driven culture to drive operational excellence and exceptional service outcomes