Manager Resort Services

Resorts World Las Vegas is a premier luxury resort and casino destination in Las Vegas, Nevada, known for its innovative design, exceptional hospitality, and world-class entertainment. As a leading resort in the vibrant Las Vegas hospitality scene, it offers guests a unique blend of luxury accommodations, fine dining, and immersive experiences. The resort is committed to delivering outstanding guest service and creating memorable experiences, supported by a diverse team of dedicated professionals. Resorts World Las Vegas prides itself on fostering an inclusive and dynamic work environment where employees are empowered to excel and contribute to the resort's reputation for excellence.

The role of Resort Services Manager at Resorts World Las Vegas is a pivotal leadership position within the Resort Services department. This role involves overseeing a team responsible for multiple communication channels, including external and internal reservations, resort marketing reservations, wholesale inquiries, digital communications, and in-house guest calls. The manager will lead the Resort Services team to achieve both operational and financial goals by effectively managing day-to-day operations and assisting with strategic short- and long-term planning. A key aspect of this role is monitoring and optimizing Resort Services activities to maintain high service levels, reduce call abandonment rates, and ensure skill sets meet demand.

This managerial position demands strong leadership skills to recruit, interview, hire, and administer corrective actions to team members. The manager is also responsible for coaching, training, and motivating agents to meet or exceed key performance indicators (KPIs). The role requires immediate responsiveness to address any guest concerns needing management attention, overseeing redemption of promotions, issuing complimentary services, and reviewing guest play. Payroll management duties, including preparing and submitting accurate payroll information bi-weekly, and schedule adjustments, are integral to maintaining operational efficiency. Furthermore, the manager ensures adherence to Resorts World core values, department standards, and maintains cleanliness and order throughout the designated areas of the property.

The Resort Services Manager is also responsible for obtaining and maintaining any position-specific licensing required, including the Nevada Gaming Registration. This role frequently uses personal devices for operational tasks and company communications, emphasizing a high degree of adaptability and digital proficiency. The position includes other assigned duties that contribute to the overall success of the department and the guest experience.

Resorts World Las Vegas champions a culture where every team member is viewed as an ambassador, entrusted with maintaining a secure, clean, and guest-friendly environment. Employees are expected to embody five core responsibilities: acting as ambassadors, promoting safety, supporting security, contributing to environmental services (EVS), and enhancing the guest experience. This philosophy underscores the importance of teamwork, vigilance, and proactive service in upholding the resort's esteemed reputation. Individuals in this role will thrive in a fast-paced, dynamic environment that values leadership, guest service excellence, and operational integrity. This leadership opportunity is ideal for individuals with a minimum of three years in hospitality leadership roles, who possess the skills and passion to drive team success and guest satisfaction at a luxury resort setting.