Eagle's Nest Manager

GENERAL SUMMARY

The Eagle’s Nest Manager serves as the executive leader for ultra-luxury Eagle’s Nest operations, embodying the highest standards of personalized, anticipatory service. This position promotes and maintains the utmost integrity and the highest caliber of guest services for VIP and high-profile guests. The Eagle’s Nest Manager directs, manages, and coordinates the operations of the Eagle’s Nest department, providing leadership to Lead Butlers, Butlers, the Eagle’s Nest Housekeeping Supervisor, and Housekeeping Ambassadors. The role focuses on maximizing guest satisfaction, driving revenue through personalized experiences, controlling costs, and upholding Pechanga Resort Casino’s elevated service standards while aspiring to 5-Diamond quality.

FIVE-DIAMOND SERVICE COMMITMENT

All Team Members will display a commitment to guest service excellence through the delivery and maintenance of the Quality Standards established by Pechanga Resort Casino (PRC). While currently recognized as an AAA Four Diamond property, the Eagle’s Nest team will uphold and aspire to 5-Diamond standards of personalized service, discretion, presentation, cleanliness, and anticipatory care in every guest interaction and every suite or area prepared.

KEY RESPONSIBILITIES

• Lead, mentor, and develop a high-performing team of Lead Butlers, Butlers, Eagle’s Nest Housekeeping Supervisor, and Housekeeping Ambassadors to deliver personalized, anticipatory, white-glove service.
• Manage daily operations of the Eagle’s Nest, including pre-arrival planning, suite preparation, arrival and departure experiences, and ongoing fulfillment of guest needs.
• Serve as the primary point of escalation for complex guest inquiries, concerns, and complaints, conducting thorough investigations and delivering effective, positive resolutions.
• Oversee concierge-style and butler services including dining arrangements, entertainment, transportation, special requests, and customized experiences, leveraging strong internal and external networks.
• Ensure all staff maintain the highest levels of professionalism, discretion, and service excellence while adhering to PRC standards, SOPs, MICS regulations, and progressive discipline policies.
• Perform administrative duties, fill in during absences or peak periods, and maintain accurate records for billing, financials, adjustments, and reporting.
• Develop short- and long-term goals for the Eagle’s Nest department in alignment with hotel objectives, including service innovation, revenue optimization, and operational excellence.
• Monitor and control department expenses, payroll, supplies, and budgets while analyzing reports, occupancy, and revenue opportunities.
• Conduct daily reviews of VIP arrivals, special events, and operational reports to ensure flawless execution of services and accommodations.
• Foster strong interdepartmental relationships (Housekeeping, Food & Beverage, Front Desk, Security, and others) to ensure seamless, harmonious service delivery.
• Observe, coach, evaluate, and provide feedback on staff performance; implement training programs focused on luxury service standards, butler protocols, and elevated presentation.
• Manage staffing levels, schedules, breaks, and workloads according to business demands while maintaining adequate coverage for smooth operations.
• Remain calm and decisive during emergencies or high-volume periods, serving as a visible leader and role model.
• Research and recommend new luxury services, products, and partnerships to elevate the Eagle’s Nest experience and maintain competitive advantage.
• Protect PRC assets by ensuring strict compliance with all policies, internal controls, and confidentiality standards.
• Attend and conduct meetings, pre-shifts, and training sessions to ensure clear communication and continuous improvement.
• Perform other duties as assigned.

ACCOUNTABILITY

This position carries full supervisory responsibility including hiring, training, performance management, corrective action, terminations, and team relations. The Eagle’s Nest Manager is accountable for departmental budgeting support, forecasting, revenue generation through personalized service, and the protection of PRC assets.

EDUCATION / EXPERIENCE / TRAINING

High school diploma or GED required. Bachelor’s degree in Hospitality Management or related field preferred. Minimum of 3–5 years of progressive luxury hotel experience, including at least 2 years in a supervisory or managerial role in guest