Marriott International · 7 hours ago
Director Operations - Casino
6961 Ave Of The Governors, Carolina, PR, 00979, US
Full-time
Onsite
Lead/Staff, Director/Executive
2+ years expMarriott International is a leading hospitality company, and they are seeking a Director of Operations for their Casino division. The role involves overseeing the Casino operation, developing strategies to meet customer needs, and maximizing financial performance while ensuring compliance with regulations.
Customer ServiceHospitalityHotelTravel
Responsibilities
Develops a Casino operating strategy that is aligned with the brand’s business strategy and leads its execution
Verifies that regular, on-going communication is happening in all areas of Casino. Continually communicates a clear and consistent message regarding departmental goals to produce desired results
Identifies key drivers of business success and keeps team focused on the critical few to achieve results; verifies the integration of departmental goals in game plans
Champions change, verifies that brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary
Researches and analyzes new products and pricing and services of competition. Introduces ideas to leadership team to enable property to remain competitive
Works with direct reports to review business in house and potential business in surrounding area and troubleshoot potential challenges/conflicts; encourages calculated risk-taking to generate incremental revenue and deliver Savvy Service
Complies with all franchised / licensed / brand standards
Creates an atmosphere in all Casino areas that meets or exceeds guest expectations
Verifies compliance with all local, state and federal regulations (OSHA, Health Department, Alcoholic Beverage)
Verifies that regular, on-going communication is happening in all areas of Casino
Reviews staffing levels to verify that guest service and operational needs are met
Communicates and executes departmental and hotel emergency procedures
Authorizes credit
Coordinates all marketing efforts with Marketing Department and Central Casino Marketing
Manages market positioning / repositioning
Develops and monitors execution of marketing plan for Casino Operation
Sets and communicates specific sales goals and develops incentives to encourage goal attainment for all areas
Uses a guest database to target direct marketing efforts and increase market share
Leads the development of web based promotional sites to attract business
Stays aware of market trends and introduces new Casino products to meet or exceed customer expectations, generate increased revenue and verify a competitive position in the market
Participates in sales calls and site visits with members of the Casino and/or sales staff to acquire new business
Assist with the evaluation of existing and potential gaming markets for viability
Develops and manages Casino budget
Manages organizational structure and departmental staffing with corresponding Payroll Analysis
Manages credit policy, accounts receivable analysis and collections strategy
Reviews financial reports and statements to determine how Casino is performing against budget. Works with Casino leadership team to determine areas of concern and develops strategies to improve the department’s financial performance
Coaches and supports Casino leadership team to effectively manage wages, Casino cost and controllable expenses such as restaurant supplies, uniforms, etc. Focuses on maintaining profit margins without compromising guest or associate satisfaction
Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change
Verifies that all technology relative to procurement is implemented
Verifies cash control and liquor control policies are in place in Casino areas and followed by all related associates
Leads the execution of brand service initiatives in Casino areas
Sets expectations and holds Casino leadership team accountable for demonstrating desired service behaviors. Confirms that guest expectations are met or exceeded from beginning to end of service experience
Participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates
Empowers associates to provide excellent guest service. Establishes guidelines so associates understand expectations and parameters. Verifies that associates receive on-going training to understand guest expectations
Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of Casino products, service levels and overall satisfaction; effectively responds to and resolves guest problems and complaints
Observes service behaviors of associates and provides feedback to individuals and/or managers; continuously focuses on improving service performance
Attends pre- and post-convention meetings to understand group needs, set appropriate expectations and obtain feedback on quality of product (e.g., Casino, room service, street restaurant & bar), service levels and overall satisfaction; communicates critical information to areas of responsibility
Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Reviews findings with F& B team and verifies appropriate corrective action is taken; shares plans with hotel leadership
Incorporates guest satisfaction as a component of departmental meetings with an emphasis on continually improving results
Verifies that a customer recognition program is in effect throughout all Casino areas; maintains active guest database
Make final decisions regarding complementary privileges, credit limits, and tables game disputes
Hires Casino leadership team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation
Verifies that new hires participate in the department’s orientation program and receive the appropriate new hire training to successfully perform their job. Verifies that team members are cross-trained to support successful daily operations
Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities. Confirms that the same is done for all managers in Casino
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance. Coaches team by providing specific feedback to improve performance. Conducts annual performance appraisals with direct reports according to Standard Operating Procedures
Establishes and maintains open, collaborative relationships with direct reports and entire Casino team. Verifies that direct reports do the same for their team
Verifies that regular on-going communication takes place throughout the Casino operation to communicate daily operations activities, set expectations and create awareness of business objectives
Utilizes associate feedback and an “open door” policy to identify and address associate problems or concerns in a timely manner. Verifies that associates are treated fairly and equitably; brings issues to the attention of Human Resources as necessary
Confirms that hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and supports the Peer Review Process
Celebrates successes and publicly recognizes the contributions of team members; verifies that recognition occurs in all areas
Verifies departmental participation in community service events sponsored by Marriott International to build teamwork and enhance community relationships (e.g., Community Clean-up Day, visits to senior citizen’s homes and homeless shelters)
As a member of the hotel executive committee, attends owners meetings and provides meaning or context to the Casino operational and financial results; demonstrates an understanding of owner priorities
Proactively addresses potential areas of concern and proposes solutions to owners
Promotes and sells ideas persuasively to owners for stimulating business opportunities
Is knowledgeable of all Casino related management contract requirements and verifies compliance with contract and reporting requirements
Casino Floor Plan and FF&E Specifications
Complimentary Practices
Assist with the Casino Proforma where applicable for prospective acquisition or development of new Hotel/Casino properties
Performs other duties as assigned to meet business needs
Preferably English and Spanish communication skills
Qualification
Required
2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 6 years' experience in the guest services, Casino Management or related professional area
4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 2 years' experience in the guest services, Casino Management or related professional area
Preferably English and Spanish communication skills
Company
Marriott International
Marriott International, Inc.
Founded in 1927Milwaukee, Wisconsin, USA
10001+ employees
H1B Sponsorship
Marriott International has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (101)
2024 (84)
2023 (97)
2022 (77)
2021 (37)
2020 (58)
Funding
Current Stage
Late StageLeadership Team
Anthony Capuano
Chief Executive Officer
Naveen Manga
Global Chief Technology Officer
Recent News
IndiaTimes
2025-11-12
2025-11-09
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