Key Performance Areas

Key Outputs:

Hospitality & Guest Experience Leadership

• Champion a guest-first hospitality culture across all operational areas.
• Ensure consistent delivery of high-quality service standards aligned with brand and luxury expectations.
• Monitor guest feedback, service metrics, and complaints; implement corrective actions and service enhancements.
• Drive cross-functional collaboration to ensure a cohesive, frictionless guest journey across all touchpoints.

Food & Beverage Operations

• Oversee all F&B outlets including restaurants, bars, lounges, banqueting, and events.
• Ensure food quality, service excellence, hygiene standards, and cost controls are consistently maintained.
• Collaborate with Executive Chefs and F&B Managers to optimize menus, staffing, and guest satisfaction.
• Ensure compliance with liquor licensing, food safety legislation, and internal brand standards.
• Optimise product and people for superior returns

Hotel Operations

• Provide operational oversight of hotel front office, housekeeping, concierge, and guest services.
• Ensure optimal occupancy, room quality standards, turnaround times, and guest satisfaction scores.
• Drive service recovery processes and VIP guest handling protocols.
• Coordinate hotel operations with casino, F&B, and entertainment offerings.
• Optimise product and people for superior returns

Tenants & Concession Management

• Manage relationships with retail, restaurant, and entertainment tenants.
• Ensure tenants comply with operational, brand, safety, and service standards.
• Coordinate trading hours, promotions, maintenance, and tenant performance reporting.
• Act as the primary escalation point for tenant-related operational matters.
• Manage commercials and recovery

Arena & Entertainment Operations

• Maintain regular communication (e.g. communicates product performance) with business areas and SHE Committees within the business operations to gather relevant data and information
• SHE objectives, standards, procedures and initiatives are communicated to internal stakeholders
• Feedback any issues of non-conformance to management
• Be the contact for SHE auditors for SHE audits within specific business operations

Service Providers & Contractors

• Manage third-party service providers including cleaning, technical support, landscaping, and logistics.
• Ensure service level agreements (SLAs) are met or exceeded.
• Conduct performance reviews and implement corrective actions where required.
• Ensure all contractors adhere to safety, regulatory, and operational standards.

Maintenance & Facilities

• Oversee the maintenance of all guest-facing and operational facilities.
• Ensure preventative maintenance programs are effective and minimize downtime.
• Prioritize asset integrity, aesthetics, and compliance with gaming and hospitality standards.
• Collaborate with engineering teams to deliver timely and cost-effective maintenance solutions.
• Maintain compliance in respect of legislative, regulatory and license requirements.

Safety, Health & Environment (SHE)

• Ensure full compliance with SHE legislation, gaming board requirements, and company policies.
• Promote a strong safety culture across all departments and service providers.
• Oversee risk assessments, incident management, audits, and corrective action plans.
• Ensure emergency preparedness, evacuation procedures, and compliance training are in place.

Financial & Commercial Management

• Manage departmental budgets, cost controls, and operational efficiencies.
• Analyze performance metrics, revenue trends, and productivity indicators.
• Contribute to business planning, capital expenditure, and continuous improvement initiatives.
• Support revenue growth through service innovation and guest experience enhancements.

Leadership & People Management

• Lead, coach, and develop operational managers, direct reports and supervisors.
• Build a high-performance, guest-centric culture driven by accountability and engagement.
• Ensure workforce planning, training, and succession plans are aligned with operational needs.
• Drive compliance with HR policies, labour laws, and disciplinary procedures.
• Support unit Exco team operationally and strategically

Digitalisation, Technology & Innovation

• Drive adoption of fit for purpose hospitality and facility management systems.
• Identify opportunities for automation, data driven decision making, and digital guest engagement.
• Sponsor innovation initiatives that improve efficiency, experience, or cost effectiveness.
• Ensure technology investments deliver measurable customer and operational value.

Financial Discipline & Strategic Investment

• Own operational budgets and cost controls across hospitality verticals.
• Balance short term efficiency with long term brand and asset investment.
• Evaluate capital expenditure proposals with a focus on ROI, guest value, and sustainability.
• Support revenue growth through disciplined product innovation and pricing strategy.

Job Requirements

Education

• 3-Year B-Degree (Business Management or hospitality Management)

Experience

• 10 years experience in the hospitality industry including:
• 4 years senior management experience in F&B management or hotel management
• Strong understanding of rooms division management (Housekeeping / Front Office / Guest Relations)
• Experience in managing Business Partners and Service Level Agreements
• Knowledge of food & beverage services and standards
• Thorough understanding of legislation (SHE / LRA/ risk management)

Skills and Knowledge

• Strong hospitality leadership and guest experience focus
• Proven operational management within casino or luxury hospitality environments
• Excellent stakeholder and tenant relationship management
• Sound financial, budgeting, and analytical skills
• Strong understanding of SHE and regulatory compliance
• Ability to lead cross-functional teams in a 24/7 operational environment
• Exceptional communication, problem-solving, and decision-making skills