Director of Hospitality

The opportunity

Delaware North Gaming is hiring a full-time Director of Hospitality to join our team in Buffalo, New York. As the Director of Hospitality, you will be responsible for driving initiatives across all gaming properties to enhance guest service standards and deliver a world-class experience. If you are passionate about creating exceptional guest experiences and have a proven track record of leadership in hospitality or gaming, we invite you to apply and make a meaningful impact across our properties.

This role is remote eligible.

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.
• Implement innovative labor management strategies that optimize staffing levels and enhance team member engagement, resulting in improved service delivery and increased profit margins.
• Foster collaboration across properties and subsidiaries to align service strategies, share resources, and leverage insights for improved efficiency and consistency.
• Support operational efficiency and cost control while ensuring exceptional service quality, leveraging data to improve staffing allocation and performance.
• Refine standard operating procedures (SOPs) and developing service excellence operations manuals to guarantee operational efficiency, consistency in service delivery, and adherence to high standards of guest service quality.
• Oversee the successful execution of hospitality projects, including new concepts, capital projects, re-openings, and expansions. Provide strategic planning, operational guidance, and executional support to ensure these projects align with service excellence and innovation goals.
• 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
• Ability to obtain a gaming license, if required
  
  

Shift details

Monday to Friday

Evenings as needed

Weekends

Who We Are

Our business is all about people, and that includes you. At Delaware North, you’re not just part of a team — you’re part of a global legacy: a family-owned company with 100+ years of history behind it. Our operations span the world, offering you unique paths to growth and success.

Who says you can’t love where you work? With jobs in iconic sports arenas, stunning national parks, exciting casinos, and more, we pride ourselves on giving the world great times in great places. And whether you’re interested in restaurants, hotels, sports, gaming, operations, or retail, part-time or full-time, we’re invested in helping you achieve your career goals.

Together, we’re shaping the future of hospitality — come grow with us!

Delaware North, along with its subsidiaries, is an equal opportunity employer, showcasing job opportunities and considering applicants for all positions without regard to race, color, religion, sex, gender identity, national origin, age, disability, protected veteran status, sexual orientation, or any other legally protected status.