Assistant Manager, Luxury Services

Las Vegas, NV, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Weekend Shifts

Benefits

Health Insurance

Dental Insurance

Paid Time Off

retirement plans

Employee Discounts

Training and development programs

team environment

Job Description

Resorts World Las Vegas is a premier luxury resort and casino complex that encapsulates a life less ordinary by delivering extraordinary experiences to its discerning guests. The property integrates cutting-edge technology with premium hospitality services to ensure that every guest’s needs and desires are seamlessly met. Emphasizing innovation, elegance, and exceptional service, Resorts World Las Vegas sets itself apart as a trendsetter in the luxury resort industry, promising an unparalleled guest experience with every visit. The resort's unique blend of sophisticated amenities, state-of-the-art facilities, and a commitment to excellence makes it a standout establishment for both leisure and VIP guests in Las Vegas.

The Director of VIP Services at Resorts World Las Vegas plays a crucial leadership role within the Luxury Services department. This position is responsible for directing a dedicated team focused on providing impeccable service to high-profile casino and VIP guests, ensuring that the resort’s high standards and brand attributes are consistently maintained. The director oversees daily operations of the Luxury Services team, aligning their individual and collective efforts with the operational and financial goals of the department. A significant part of the role involves managing human resources responsibilities, fostering a supportive work environment that promotes teamwork, client service, employee development, and satisfaction.

In this role, the Director of VIP Services is expected to handle a broad range of functions, including coordinating guest arrivals and departures, managing suite inventory, and monitoring service quality through performance metrics such as SALT Surveys and online review platforms like TripAdvisor and Yelp. The role demands strong decision-making abilities, an in-depth understanding of various property management and casino systems, and the capacity to handle multiple priorities with poise and efficiency.

The director also plays a vital part in creating elevated guest experiences through personalized service, leveraging technology, and serving as a brand ambassador who embodies the core values of Genting’s hospitality standards. This includes attending to guest requests promptly, training and mentoring team members for professional growth, and maintaining strict confidentiality. Additionally, the director ensures that the team is well-equipped and knowledgeable about all operational procedures and luxury brand standards, including coordination with concierge, front desk, and VIP lounge services.

Overall, this leadership position is integral to maintaining the resort’s reputation as a world-class luxury destination, requiring a dynamic individual who combines hospitality expertise with strategic management skills to elevate the VIP guest experience continually.

Job Requirements

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

Job Qualifications

Bachelor’s degree in hospitality, management, or related field or equivalent combination of education, training, and work experience
minimum two (2) years in a similar position or three (3) years of progressive management within hotel operations of a large luxury resort with over 300 rooms
strong working knowledge of Microsoft Office, Point of Sale systems, Property Management systems and Casino Player Tracking systems
experience managing a workforce of at least thirty (15) employees
excellent decision-making skills
excellent interpersonal skills
excellent organizational skills with attention to detail
ability to analyze guest service satisfaction metrics to improve service
preferred Forbes Travel Guide training
technical knowledge of OPERA, Konami Synkros, Symphony, Cisco, and/or Housekeeping HotSOS
prior experience in call center, concierge, fine dining, front desk or VIP lounge
prior experience in a luxury resort setting
bilingual

Job Duties

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 including 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
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
monitor, document, and notify the Manager of Luxury Services - Crockfords of any problems that may impact or jeopardize the achievement of current future departmental objectives
possess 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
manage and execute guest requests to ensure all matters are completed in a timely manner
adjust the weekly staff schedule as business and budget demands
conduct 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