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Assistant General Manager, Crockfords Club - Luxury Services
Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Weekend Shifts
Night Shifts
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee Discounts
Career Development
performance bonuses
Job Description
Resorts World Las Vegas is a leading luxury resort and casino located on the famous Las Vegas Strip. Known for its exceptional amenities, world-class entertainment, fine dining, and unparalleled hospitality, Resorts World Las Vegas aims to deliver an extraordinary guest experience that blends modern luxury with sophisticated elegance. This iconic resort employs highly skilled professionals passionate about maintaining the highest levels of service and creating memorable experiences for every guest. With a focus on innovation, quality, and guest satisfaction, Resorts World Las Vegas has become a premier destination for travelers seeking luxury and exclusivity in one of the most vibrant... Show More
Job Requirements
- At least 21 years of age
- proof of eligibility to work in the United States
- ability to obtain TAM Card
- ability to obtain Gaming Registration Card
- ability to obtain Food Handlers Card
Job Qualifications
- Bachelor’s degree in hospitality, management, or related field or equivalent combination of education, training, and work experience
- a minimum of five years in a similar position or five years of holding progressive management positions within hotel operations of a large luxury resort with over 300 rooms
- ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs
- 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 fifty employees
- strong strategic planning, project management skill and superior decision-making while managing multiple priorities
- strong financial background with experience in managing yearly budget in excess of five million dollars
- excellent interpersonal skills to deal effectively with guests, management, employees and other outside contacts
- excellent organizational skills
- ability to utilize guest service satisfaction performance metrics to generate action plans to address service opportunities
- ability to work varied shifts, including nights, weekends, and holidays
Job Duties
- Own and manage the end-to-end experience for Crockfords guests
- conduct pre-arrival outreach to identify preferences, special occasions, and opportunities to enhance the stay
- curate personalized itineraries and experiences tailored to individual guest profiles
- oversee arrival experience, ensuring seamless check-in coordination and personalized touches
- maintain active engagement throughout the guest stay, proactively anticipating needs and resolving concerns
- execute thoughtful post-departure follow-up to drive retention and future bookings
- oversee guest requests to ensure all matters are completed in a timely manner by coordinating with outside departments
- build and maintain detailed guest profiles, capturing preferences, behaviors, and historical data
- leverage integrated systems to create a 360-degree guest view
- identify opportunities for personalization, upselling, and cross-departmental engagement
- utilize guest insights to continuously refine and elevate the experience strategy
- track and analyze non-gaming guest spend across all touchpoints
- identify and execute strategies to increase incremental revenue through curated experiences
- partner with internal departments to create high-value offerings and packages
- monitor performance against established KPIs related to spend, engagement, and guest satisfaction
- oversee all aspects of the Concierge department, ensuring alignment with luxury service standards
- establish and maintain relationships with high-end local vendors, entertainment partners, and luxury service providers
- continuously evolve and innovate the Crockfords experience portfolio
- create exclusive, one-of-a-kind offerings that differentiate Crockfords within the Las Vegas market
- lead hiring, onboarding, and training of Concierge team members
- manage commission structures and ensure proper tracking and accountability
- provide ongoing coaching, performance management, and development planning
- drive a culture of ownership, accountability, and elevated service delivery
- monitor and adjust the weekly staff schedule as business and budget demands
- conduct shift rounds to include inspection of all applicable areas
- maintain and 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
- develop and provide staff advancement for promotional opportunities
- manage compensation by consistently updating applicable systems and reports
- use personal device/cellular phone for job related operational tasks
- perform other job-related duties as requested
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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