Manager, Luxury Services - Crockfords

The Luxury Services Manager will support the General Manager of Luxury Services-Crockfords and lead the department in achieving its operational and financial goals by managing the day-to-day operations for the Luxury Services department.

Core Job Responsibilities:

 

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/individual.
• Everyone works in Security – If you See Something it is your responsibility to Say Something. You must notify the appropriate department/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/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/individual.

 

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

• Manage day to day operations for the Luxury Services department. 
• Assist 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 Team Member satisfaction.
• Ensure 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.
• Manage inventory and order food and beverage products and supplies as needed.
• Create and maintain 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.
• Monitor suite inventory and rates.
• Assist with short- and long-term planning.
• 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 and maintaining cleanliness inspecting guest suites.
• Provide hotel tours, suite tours and explanations of services offered by the resort, while representing the brand as an ambassador.
• Provide excellent service consistent with the Genting’s core values and brand attributes.
• Monitor, document and notify the General Manager of Luxury Services - Crockfords of any problems that may impact or jeopardize the achievement of current future departmental objectives.
• Maintain knowledge of Hilton, Conrad and Crockfords room types and amenities.
• Understand and welcome 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.
• Manage and execute guest requests to ensure all matters are completed in a timely manner.
• Monitor and adjust the weekly Team Member schedules as business and budget demands.
• Conduct shift rounds to include inspection of all applicable areas.
• Execute Team Member engagement programs by monitoring team performance and contribution to overall department goal.
• Work assigned stations based on the needs of the business.
• Mentor Team Members to provide advancement for promotional opportunities.
• Work assigned stations based on the needs of the business. Possess the appropriate knowledge and skill level to act in any capacity required.
• Ensure that required licensing is maintained & updated.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Other duties as assigned.

Required:

• At least five years of experience within Hotel Operations or a directly related operational area/field.
• At least three years of directly related operational management experience at a similar leadership level.
• At least two years experience in Food and Beverage in a related field. 
• Have or able to immediately obtain a Nevada Driver's License.
• Working knowledge of Microsoft Applications.
• Woring knowledge of Point of Sale systems, Property Management systems and Casino Player Tracking systems.
• Working knowledge in establishing guidelines for proper staffing to maximize efficiency and minimize labor costs.
• Experience managing a workforce of at least thirty employees.
• Working knowledge utilizing guest service satisfaction performance metrics from SALT Surveys, TripAdvisor, Yelp, etc. to generate action plans to address service opportunities.
• Strong decision-making skills while managing multiple priorities.
• Ability to work varied shifts, including weekends and holidays.
• Ability to effectively communicate in English.
• Polished appearance and demeanor.
• Excellent customer service skills.
• Ability to successfully lead and mentor a team.
• Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.
• At least 21 years of age.

Preferred:

• Trained in Forbes Travel Guide standards.
• Experience working in a call center, concierge, fine dining restaurant, front desk, and/or VIP Lounge.
• Working knowledge and experience with OPERA.
• Working knowledge of HotSOS.
• Working knowledge of Konami Synkros, Symphony, and/or Cisco.
• Bachelor’s degree in a related field.
• Previous experience working in a large, luxury resort setting.

Standing

50-75%
Bending

Yes
Climbing

Yes
Carrying/Lifting

21-50 lbs
Walking

Yes
Crawling

Yes
Sitting

26-50%
Reaching

Yes
Squatting

Yes
Kneeling

Yes
Twisting

Yes
Pushing/Pulling

26-40 lbs
Running

Yes
Confined Space

Yes
Contacts

Works Alone, with and around others
Weather Conditions

Extreme Heat and Extreme Cold
Hazardous Conditions

Yes
Noise Levels

High
Smoke

Yes

Salary : $42,600 - $54,000