Chief Hospitality Officer

POSITION SUMMARY

The Chief Hospitality Officer (CHO) will be a strategic leader responsible for the development, implementation, and continuous enhancement of our hospitality strategies. This role will focus on creating an extraordinary guest experience that reflects the highest standards of luxury and service found in America’s finest resorts. The CHO will be pivotal in ensuring that Gila River Resort and Casino not only meets but exceeds the rigorous criteria required to attain and maintain the Forbes 5-Star rating.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Strategic Vision and Leadership:
   • Formulate and drive a forward-thinking hospitality strategy that aligns with the resort’s goal of achieving Forbes 5-Star status.
   • Partner with the executive team to establish and execute strategic objectives that elevate our brand and guest experience.
   • Champion a culture of excellence and innovation, setting a new standard in luxury hospitality within the industry.
2. Exceptional Guest Experience:
   • Design and implement a comprehensive guest experience framework that sets Gila River Resort and Casino apart as a leader in luxury hospitality.
   • Integrate cutting-edge technology, personalized service, and unique offerings to deliver a seamless and extraordinary guest experience.
   • Oversee the creation of bespoke guest experiences, ensuring that every aspect of the service is meticulously tailored to individual preferences and needs.
3. Operational Excellence:
   • Optimize and oversee all aspects of hospitality operations, including accommodations, dining, entertainment, and spa services, ensuring that each aligns with our luxury standards.
   • Manage operational budgets with a focus on maximizing efficiency while maintaining the highest quality of service.
   • Implement rigorous quality control measures and best practices to ensure consistency and excellence across all service touchpoints.
4. Brand Management and Reputation Enhancement:
   • Act as the chief ambassador for Gila River Resort and Casino, representing the brand’s commitment to luxury and guest satisfaction.
   • Collaborate with marketing and communications teams to reinforce our brand positioning and highlight our unique value propositions.
   • Build and maintain strategic relationships with key stakeholders, including high-profile guests, industry influencers, and luxury partners.
5. Innovation and Excellence:
   • Stay ahead of industry trends and emerging technologies to introduce innovative hospitality solutions that enhance the guest experience.
   • Drive continuous improvement initiatives to refine service delivery and introduce new luxury offerings that set trends in the resort and casino industry.
6. Compliance and Standards:
   • Ensure strict adherence to all regulatory, health, and safety standards, and uphold the highest levels of hospitality compliance.
   • Develop and enforce policies and procedures that meet or exceed industry standards and contribute to our goal of achieving Forbes 5-Star status.
7. Leadership and Team Development:
   • Build, mentor, and lead a world-class hospitality team, fostering a culture of excellence, professionalism, and enthusiasm.
   • Develop and implement comprehensive training programs to enhance staff skills and service delivery.
   • Set clear performance expectations, conduct regular evaluations, and provide constructive feedback to ensure continuous growth and development.

EDUCATION and/or QUALIFICATIONS

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field. Advanced degree or executive education in hospitality preferred.
• A minimum of 10 years of progressive experience in luxury hospitality management, with at least 5 years in a senior executive role within top-tier resorts or casinos.
• Demonstrated success in delivering exceptional guest service and achieving high guest satisfaction scores.
• Deep knowledge of luxury hospitality standards and trends, with a track record of implementing best-in-class service practices.
• Strong leadership capabilities with the ability to inspire and drive performance in a high-energy, luxury environment.
• Excellent communication, interpersonal, and negotiation skills, with a refined understanding of guest needs and expectations.
• Strategic thinker with a proven ability to manage complex operations and lead organizational change.

WORK ENVIRONMENT 

This role is based in a high-paced, dynamic resort and casino setting. Flexibility to work evenings, weekends, and holidays as needed is essential.