Assistant Manager, Luxury Services

Summary Statement: Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat. Our property will be unique in every way, including the way we conduct business using the latest technology, creating an experience where anything a guest could want is at their fingertips or a single phone call away. The General Manager of Luxury Services will lead the Luxury Services team in achieving their operational and financial goals.

Primary Job Duties: – Includes but is not limited to:

• Supervises day-to-day operations for the Luxury Services department. Assists with short-term planning.
• Assists with situations regarding high-profile casino and VIP guests.
• Manage guest service standards which are consistent with Resorts World Las Vegas standards and brand attributes.
• Oversee Human Resources responsibilities for assigned areas; create and maintain a work environment that promotes client service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfaction.
• Ensuring quality hiring, training, and succession planning processes that encompass the company’s diversity commitment.
• Maintain a complete knowledge of and comply with all procedures of VIP and Marketing Operations.
• Attend to service in suites as needed to support guests and team members.
• Responsible for monitoring suite inventory and rates.
• Operate property systems and be able to execute tasks accordingly.
• Assist with the arrival and departure of guests as needed which include facilitating check in/out, luggage assistance, room orientation, food service, and other special requests.
• Knowledgeable about and welcomes technology to enhance the guest experience by organically integrating the guests’ use of technology into their journey and maintain a positive demeanor through the guest technology experience.
• Manages and executes guest requests to ensure all matters are completed in a timely manner.
• Execute staff engagement programs by monitoring team performance and contribution to overall department goal.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Perform other job-related duties as requested.

Qualifications: – Includes but is not limited to:

• Excellent interpersonal skills to deal effectively with guests, management, team members and other outside contacts.
• Excellent organizational skills; able to function under time constraints and deadlines with attention to detail.
• Ability to utilize guest service satisfaction performance metrics from SALT Surveys, TripAdvisor, Yelp, etc.to generate action plans to address service opportunities.
• Ability to work varied shifts, including nights, weekends, and holidays.
• Forbes Travel Guide trained to perform elevated service.
• Technical knowledge and experience with OPERA, Konami Synkros, Symphony, Cisco and/or Housekeeping HotSOS.
• Previous experience working in a call center, concierge, fine dining restaurant, front desk, and/or VIP Lounge.
• Ability to provide hotel tours, suite tours, explanation of services and represent the brand as an ambassador.
• Extensive knowledge of Hilton, Conrad and Crockfords room types and amenities.
• Provide excellent service consistent with Genting’s core values and brand attributes.

Preferred: 

• Strong working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.
• Bachelor’s degree in hospitality, Management or related field or equivalent combination of education, training, and work experience.
• Technical knowledge and experience with OPERA, Konami Synkros, Symphony, Cisco and/or Housekeeping HotSOS.
• Previous experience working in a call center, concierge, fine dining restaurant, front desk, and/or VIP Lounge.
• Experience managing a workforce of at least thirty (15) employees.
• Previous experience working in a large, luxury resort setting.
• Fluent in more than one language.

Minimum Education and Experience:

• At least 21 years of age.
• High School Diploma or equivalent.
• Minimum of two years’ experience in a similar role, or three years of holding progressive management positions within Hotel Operations of a large luxury resort with over three hundred rooms.

Certificates, Licenses, Regulations:

• Proof of eligibility to work in the United States
• Ability to obtain the following:
  • Nevada Gaming Registration
  • Food Handlers Card
  • Alcohol Awareness Card
  • Nevada Driver’s License

At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.

• Everyone is an Ambassador–No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
• Everyone works in Safety–If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
• Everyone works in Security–If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
• Everyone works in EVS–If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
• Everyone works in Guest Experience–If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.