Assistant Manager, Luxury Services

Position Marketing 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 Director of VIP Services will lead the VIP Services team in achieving their operational and financial goals.

Primary Job Responsibilities - 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 training processes that encompass the company’s diversity commitment.

· Maintain a complete knowledge of and comply with all procedures of VIP and Marketing Operations.

· Inventory food and beverage products and supplies.

· Monitor daily changes to the schedule to account for fluctuating VIP and casino arrivals and departures.

· Respond to all guest requests in a timely manner and resolve guest concerns with a sense of urgency and diplomacy.

· 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.

· Manage special requests such as shopping both on and off site, delivering food orders, maintaining cleanliness inspecting guest suites, and various other assigned duties.

· Ability to provide hotel tours, suite tours, explanation of services and represent the brand as an ambassador.

· Provide excellent service consistent with the Genting’s core values and brand attributes.

· Monitors, documents, and notifies the Manager of Luxury Services - Crockfords of any problems that may impact or jeopardize the achievement of current future departmental objectives.

· Extensive knowledge of Hilton, Conrad and Crockfords room types and amenities.

· 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.

· Adjust the weekly staff schedule as business and budget demands.

· Conducts shift rounds to include inspection of all applicable areas.

· Execute staff engagement programs by monitoring team performance and contribution to overall department goal.

· Always maintains the highest level of confidentiality and discretion.

· Work assigned stations based on the needs of the business.

· Train team members to provide advancement for promotional opportunities.

· Possess the appropriate knowledge and skill level to act in any capacity overseen.

· Other related duties as necessary.

Required:

· Bachelor’s degree in hospitality, management, or related field or equivalent combination of education, training, and work experience.

· A minimum of two (2) years in a similar position, or three (3) years of holding progressive management positions within hotel operations of a large luxury resort with over 300 rooms.

· Ability to work varied shifts, including weekends and holidays.

· Strong working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.

· Experience managing a workforce of at least thirty (15) employees.

· Strong decision-making skills while managing multiple priorities.

· Excellent interpersonal skills to deal effectively with guests, management, team members and other outside contacts.

· Excellent organizational skills; be 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.

Preferred:

· 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.

· Previous experience working in a similar luxury resort setting.

· Bilingual.

Physical, Environmental & Other Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Perform job functions with attention to detail, speed, and accuracy.

· Prioritize and organize.

· Be a clear thinker, remaining calm and resolving problems using good judgment.

· Understand guest service needs.

· Maintain confidentiality of guest information and pertinent hotel data.

· Ascertain departmental training needs and provide such training.

· Direct performance of staff and follow with corrections when needed.

· Motivate staff and maintain a cohesive team.

· Interpersonal skills to effectively communicate with all business contacts.

· Constant contact with executives, department management, applicants, employees and guests is necessary.

· Prolonged standing and mobility.

· Bending and reaching.

· Transporting, pushing, pulling, and maneuvering items weighing up to 50 lbs.

· Eye/hand coordination.

· Use of standard office equipment.

· Basic math.

· Ability to push and/or pull file cabinet drawers weighing up to 5 lbs.

· Ability to distinguish letters, numbers and symbols.

· Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (MSDS) and other instructions.

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.