The Day-to-day

• Works closely with the Senior Hotel Operations Manager to implement strategic Initiatives provided by Hotel Strategy CoE for hotel operations.
• Assist in leading the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, rules and regulations for all front desk operations team.
• Responsible for employee engagement of the front desk operations team, utilizing the tools provided and through coaching, training, rewards and development.
• Provides leadership and direction to maintain and improve the guest experience within front desk operations, consistent with the company’s service standards.
• Participates with: Interviews, candidate selections, training, supervision, counseling and coaching of front desk operations staff for the efficient operation of the department.

The Ideal Candidate

• 2+ years of prior relevant experience in the direction and management of employees in a similar hotel environment
• Technical knowledge and experience with Opera preferred

The Perks & Benefits

• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more.
• Free meals in our employee dining room
• Free parking on and off shift
• Healthcare, financial, and time off benefits
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

Serving as a subject matter expert in process improvement, guest recovery, and service optimization, you will play a vital role in our mission to own the guest journey and create “WOW” memories that extend far beyond each stay!

The Day-to-day

• Analyze guest behavior, trends and feedback to identify service gaps, create targeted action plans and to generate strategic recommendations for service excellence
• Develop actionable service improvement plans, partner with departments to ensure accountability, and track results
• Lead and execute customer-centric projects and initiatives aimed at elevating the guest experience across the property
• Manage and lead property-wide service recognition programs aligned with brand standards and service culture
• Customize guest feedback reports for various stakeholders, from frontline staff to executive leadership, ensuring data-driven decision-making
• Foster a collaborative and team-oriented environment that emphasizes superior service, respect, and teamwork

The Ideal Candidate

• Must be 21 years of age or older
• Three (3) years of prior relevant experience within the Hospitality Industry required
• Strong analytical problem-solving skills
• Ability to lead and mentor a team
• Exceptional customer service and interpersonal skills to communicate effectively with all stakeholders

The Perks & Benefits

• Health & Income Protection benefits (for eligible employees)
• Professional and personal development opportunities through employee programs and network groups
• Free meals in our Park MGM employee dining room
• Free parking on and off-shift at all MGM Resorts properties
• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts

About the job

Situated just 2.5 miles from the world-famous Las Vegas Strip, the tropically landscaped Westgate Flamingo Bay Resort allows you the ideal opportunity to help create remarkable guest experiences in a fun and rewarding environment. As part of the Westgate Flamingo Bay Resort team, you will help provide guests a home away from home at our amazing resort that features complimentary scheduled shuttle service to the Las Vegas Strip and Westgate Las Vegas Resort & Casino. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.

Job Description

Oversee all front office operations. Assures guest satisfaction with room amenities and service. Resolve guest complaint in an efficient manner by performing the following duties.

Duties

• Lead and manage all Front Office departments; Front Desk, Guest Services, and PBX, ensuring cohesive operations and exceptional guest service.
• Recruit, onboard, train, and terminate front office personnel, maintaining a high-performing and service-oriented team.
• Resolve guest complaints and service issues with empathy and efficiency, ensuring timely follow-up and long-term solutions.
• Oversee scheduling, payroll, and labor management, balancing operational needs with budgetary goals.
• Produce accurate room forecasts and collaborate with Revenue and Reservations teams to optimize occupancy and rate strategy.
• Maintain and manage the operational budget, identifying cost-saving opportunities without compromising service quality.
• Review nightly audit reports for accuracy and compliance, ensuring financial integrity and smooth transitions between shifts.
• Develop and deliver training programs for Front Office, Guest Services, and PBX teams, aligned with service standards and brand expectations.
• Act as Manager on Duty, representing resort leadership and supporting all departments during assigned shifts.
• Champion guest satisfaction platforms (e.g., Medallia, Google Reviews, Expedia), analyzing feedback and implementing strategies to elevate service scores across all touchpoints.
• Other duties as assigned.

Supervisory Responsibilities

• Directly supervises team members in the location.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include training and coaching team members.
• Planning, assigning, and directing work.
• Assisting in appraising performance and rewarding team members.
• Addressing complaints and resolving problems.

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares out commitment.

Qualifications

• High school diploma or general education degree GED.
• The Team Member must regularly lift and/or move up to 10 pounds.
• Follow instructions without close supervision.
• Must be able to work weekends and holidays as needed.
• Required to pass a background screen, drug test, and prove eligibility to work in the United States.
• 3-5 years of relevant experience in hospitality / Front Office, with demonstrated ability to manage different teams and guest experience.
• Proficient with computer software (including Microsoft Office).
• Commitment to delivering outstanding service and creating positive guest experiences.

Additional Information

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.

About the job

Las Vegas, Nevada

The SHOW Comes Alive At MGM Resorts International Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

The Job Step into a high-impact leadership role at the center of it all. As a Hotel Operations Manager, you’ll help lead and energize the Front Desk team to deliver exceptional, lasting guest experiences. From elevating daily operations and driving financial performance to developing talent and bringing the MGM brand to life, you’ll be instrumental in creating a welcoming environment where both guests and team members thrive. If you’re passionate about hospitality, fast-paced environments, and leading with purpose, this is your chance to make a meaningful difference where it matters most.

The Day-to-day

• Works closely with the Senior Hotel Operations Manager to implement strategic Initiatives provided by Hotel Strategy CoE for hotel operations
• Assist in leading the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, rules and regulations for all front desk operations team
• Responsible for employee engagement of the front desk operations team, utilizing the tools provided and through coaching, training, rewards and development
• Provides leadership and direction to maintain and improve the guest experience within front desk operations, consistent with the company’s service standards
• Participates with: Interviews, candidate selections, training, supervision, counseling and coaching of front desk operations staff for the efficient operation of the department

The Ideal Candidate

• 2+ Years of prior relevant experience in the direction and management of employees in a similar hotel environment
• Must be 21 years of age or older

The Perks & Benefits

• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more
• Free meals in our employee dining room
• Free parking on and off shift
• Health & Income Protection benefits (for eligible employees)
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

View Job Description https://mgmresorts.marketpayjobs.com/ShowJob.aspx?EntityID=2&jobcode=19532 Are you ready to JOIN THE SHOW? Apply today!

About the job

Position Overview The Manager of Group Reservations is responsible for leading the seamless operations of group reservations, focused on booking group reservations and ensuring all guest interactions result in world-class, luxury hotel experience. This involves working closely with sales, marketing, and revenue management teams to identify potential group clients and develop strategies for providing the best experience while they are involved with our property.

Essential Duties And Responsibilities

• Responsible for liaising with potential group clients to understand their needs and

Requirements

• Develop procedures to partner with hotel staff to ensure that group guests receive

exceptional service during their stay

• Manage the Group Reservations team that inputs and manages room blocks, while

ensuring that room availability is maximized for group bookings

• Oversee the technology that assists group clients to seamlessly book reservations,

services and amenities while on property

• Maintain accurate and up-to-date records of group bookings and related information
• Providing regular reports to management on group booking activity, revenue, and

occupancy levels

• Conduct market research and analysis to identify opportunities for increasing group

business

• Develop and implement sales strategies to attract new group business
• Attend industry events and networking with potential clients to promote the hotel’s

group booking services

• Collaborate with other departments within the hotel, such as catering and events, to

ensure seamless coordination of group bookings

• Assist with the training and development of direct reports and group reservations

Members, providing clear feedback and expectations as it relates to their duties

• Foster and promote a cooperative, inclusive working environment, maximizing

productivity and Member morale

• Special projects as assigned
• Temporary or permanent duties and responsibilities may be added to or modified as

deemed necessary

Qualification Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s Degree in business, Hospitality, Hotel, or related field and/or equivalent combination of education and experience
• Minimum four (4) years of management experience within reservations, group sales, resort services, or call center operations
• Experience working in a large, luxury resort preferred
• Proven team leader with a high level of energy and a track record of living and breathing the Company’s core values
• Polished communication skills, both verbal and written
• Ability to provide a luxury guest experience with every interaction
• Ability to multi-task and prioritize in a fast-paced environment while maintaining a high level of attention to detail
• Demonstrates strong organizational skills and follow through
• Proficiency in using Windows and hospitality applications (such as Microsoft Office, Outlook, HotSOS, Konami, Infor – HMS, Cendyn/Pegasus, etc.) is preferred
• Possesses superior conflict resolution skills and customer de-escalation techniques
• Ability to handle sensitive information in a confidential manner
• Passionate about creating exceptional guest and employee experiences
• Ability to make resourceful decisions with an emphasis on guest service, compliance with regulations, and protection of company assets
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts
• Ability to work with others, communicate well, give direction, review the work of others, and provide guidance and counsel when needed to achieve departmental and Company goals
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts
• Ability to communicate clearly and effectively utilizing English, both in spoken and written form
• Maintain a professional, neat, and well-groomed appearance and demeanor adhering to company standards
• Strong leadership skills and the ability to organize effectively, delegate responsibility, solve problems quickly, and communicate clearly
• Ability to provide leadership and direction contributing to the success of the organization through engaging, developing, and mentoring individuals and teams
• Work in a fast-paced, busy, and engaging environment, while maintaining excellent customer service skills
• Must be able to work varied shifts, including nights, weekends, and holidays

Supervisory Responsibilities This position will manage the group reservations members

DIVERSITY COMMITMENT

Fontainebleau Las Vegas is committed to ensuring an inclusive space and sense of belonging for our Members. We believe our workforce should reflect the vast diversity of the communities we serve, and that diverse voices should be intentionally integrated into our work. We foster a culture of difference and diversity of identity, experience, and perspective, while actively striving for inclusive behaviors across our Company. By promoting these values and continuously pushing for better, we aim to create a positive work environment that encourages equality, inclusion, empowerment, and respect.

CERTIFICATES, LICENSES, REGISTRATIONS

Member must be able to qualify for licenses and permits required by federal, state, and local

regulations.

Language Skills Ability to read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to read and communicate verbally in English. Written communication skills in English may also be required.

REASONING ABILITY

Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the Member is regularly required to stand and use hands and fingers to handle or utilize objects, tools, or controls. The Member frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision and peripheral vision. The Member must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. Member could be exposed to an environment containing unrestricted secondhand tobacco smoke.

PAY TRANSPARENCY

Fontainebleau Las Vegas believes in developing and supporting our talent into the future. Our compensation program is designed to attract, motivate, and retain talented Members who are the driving force behind the Company’s success. We strive to provide market-competitive compensation. Salary will be commensurate with experience and skill set, considering a

candidate’s qualifications, skills, competencies, and experience, as well as internal equity and

market data alignment. In alignment with our Company culture, we will strive to communicate openly about the goals

of the Company and the design of the compensation program. The compensation process is designed to be fair and simple so that all Members and managers understand the Company’s goals and future career development opportunities for upward mobility.

About the job

What You’ll Do The Guest Services Manager will work closely with the Resort Operations Manager to ensure the daily operations of the Front Desk run smoothly, while supervising the Front Desk Team Members, resolving guest challenges, fostering positive morale, and exceeding guest service expectations at every opportunity. This role requires a deep understanding of Front Office operations, property management systems, collaboration with other departments, developing future hotel leaders, and the ability to problem solve and overcome obstacles with grace and poise.

ROLE EXPECTATIONS Responsibilities Include, But Are Not Limited, To The Following

• Delivering Service: passion for going beyond service expectations at every opportunity, exceeding our guest and team member’s expectations for how they are treated while at The Rio.
• Departmental Collaboration: Collaborate with property leadership teams, including Food & Beverage, Convention Sales, Entertainment, Retail, Casino Marketing, CRM, Hotel, Revenue Management, and Human Resources to ensure a seamless, positive guest and team member experience.
• Process Management: Develop Standard Operating Procedures and manage the compliance and adherence to those procedures while constantly looking for areas to improve.
• Inventory Management: Coordinating efforts with the Group, Sales, Casino, VIP, and Reservations teams to ensure that room inventory is properly managed and assigned throughout the day, while maximizing the opportunity for room revenue generation.
• Team Leadership: Help build and lead a high-performing Front Desk team. Provide guidance, mentorship, and support to team members, fostering a collaborative and results-driven culture. Tasks would include, but are not limited to interviews, schedules, training modules, coaching sessions, and performance reviews.
• Budget Management: Assist HOM and ROM in the development and management of all Front Desk budgets, ensuring efficient allocation of resources and cost-effective Front Desk initiatives while protecting the Guest and Team Member experience.
• Performance Metrics and Reporting: Define key performance indicators (KPIs) to measure the effectiveness of Front Desk efforts. Regularly report on Front Desk performance and provide insights and recommendations for improvement.
• Compliance: Ensures compliance with all policies and procedures, specifically related to Front Desk.

Supervisory Responsibilities

• This position supervises Front Desk Lead Clerks and Front Desk Clerks.

Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Minimum one to two years of experience in hotel operations, preferably front office, with supervisory experience.
• Ability to effectively communicate in one-on-one, small group, and large group settings.
• Must be comfortable with interacting and continual communications with C-level, VP and other senior management level positions.
• Ability to write effective letters, memos, presentation decks, and SOPs.
• Ability to read, analyze, and interpret complex documents, such as financial reports, occupancy forecasts, collective bargaining agreements, and legal documents.
• Ability to respond to inquiries or complaints from team members at all levels, guests, regulatory agencies, or members of the business community.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• At least 21 years of age.

Preferred

• Previous leadership experience in Hotel Operations, or related fields.

CERTIFICATIONS, LICENSES, REGISTRATIONS

• Must be able to qualify for licenses and permits required by federal, state, and local regulations.

PHYSICAL DEMANDS

• Must be able to sit, stand or walk for extended periods of time with frequent bending, stooping, and lifting.
• Must be able to regularly lift and/or move up to 10 pounds and occasionally up to 25 pounds unassisted in the performance of specific tasks as assigned.
• Must have the ability to push, pull, reach, bend, twist, kneel and balance when performing job duties in varying work areas such as confined spaces.

WORKING CONDITIONS

• Work is performed indoors in a climate-controlled environment and exposed to various environmental factors such as but not limited to noise, dust and smoke.
• Close spaces while working with others.

Rio Las Vegas is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Rio Las Vegas makes hiring decisions based solely on qualifications, merit, and business needs at the time.

About the job

Situated just 2.5 miles from the world-famous Las Vegas Strip, the tropically landscaped Westgate Flamingo Bay Resort allows you the ideal opportunity to help create remarkable guest experiences in a fun and rewarding environment. As part of the Westgate Flamingo Bay Resort team, you will help provide guests a home away from home at our amazing resort that features complimentary scheduled shuttle service to the Las Vegas Strip and Westgate Las Vegas Resort & Casino. As part of Westgate Resorts, recognized by U.S. News as one of the Best Companies to Work For, you’ll be joining a team committed to excellence and creating unforgettable vacation experiences and supporting your career growth where you are or at 60+ resorts across the company.

Job Description

Oversee all front office operations. Assures guest satisfaction with room amenities and service. Resolve guest complaint in an efficient manner by performing the following duties.

Duties

• Lead and manage all Front Office departments; Front Desk, Guest Services, and PBX, ensuring cohesive operations and exceptional guest service.
• Recruit, onboard, train, and terminate front office personnel, maintaining a high-performing and service-oriented team.
• Resolve guest complaints and service issues with empathy and efficiency, ensuring timely follow-up and long-term solutions.
• Oversee scheduling, payroll, and labor management, balancing operational needs with budgetary goals.
• Produce accurate room forecasts and collaborate with Revenue and Reservations teams to optimize occupancy and rate strategy.
• Maintain and manage the operational budget, identifying cost-saving opportunities without compromising service quality.
• Review nightly audit reports for accuracy and compliance, ensuring financial integrity and smooth transitions between shifts.
• Develop and deliver training programs for Front Office, Guest Services, and PBX teams, aligned with service standards and brand expectations.
• Act as Manager on Duty, representing resort leadership and supporting all departments during assigned shifts.
• Champion guest satisfaction platforms (e.g., Medallia, Google Reviews, Expedia), analyzing feedback and implementing strategies to elevate service scores across all touchpoints.
• Other duties as assigned.

Supervisory Responsibilities

• Directly supervises team members in the location.
• Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Responsibilities include training and coaching team members.
• Planning, assigning, and directing work.
• Assisting in appraising performance and rewarding team members.
• Addressing complaints and resolving problems.

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares out commitment.

Qualifications

• High school diploma or general education degree GED.
• The Team Member must regularly lift and/or move up to 10 pounds.
• Follow instructions without close supervision.
• Must be able to work weekends and holidays as needed.
• Required to pass a background screen, drug test, and prove eligibility to work in the United States.
• 3-5 years of relevant experience in hospitality / Front Office, with demonstrated ability to manage different teams and guest experience.
• Proficient with computer software (including Microsoft Office).
• Commitment to delivering outstanding service and creating positive guest experiences.

Additional Information

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.)
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email WGAccommodations@wgresorts.com with the job title and the location of the position for which you are applying.

This job posting is intended to provide a general overview of the position and may not include every responsibility, duty, or qualification required. Duties, responsibilities, and activities may change at any time with or without notice.

Responsibilities

• Own all aspects of a guest’s experience from beginning to end by ensuring accurate and thorough reservation details, an inviting arrival, recommendation of Caesars Entertainment, Inc. experiences, and a seamless departure, ensuring a positive guest experience throughout and adjusting as necessary.
• Collaborate cross-functionally with revenue, marketing, and hotel operations teams to implement best practices, programs and procedures to drive revenue, efficiency and productivity.
• Provide on-going frontline sales support to front desk agents on driving upsell revenue on a day to day basis.
• Show relentless prioritization and data-driven decision-making to ensure the team is working towards the right goals and has the tools needed to achieve them.
• Manage the prescribed departmental sequence of service and practice proper safety protocols while cleaning guest rooms, stocking linen, and completing assigned checklists.
• Manage a dynamic team that will consistently deliver outstanding service and first-in-class levels of cleanliness across all public areas and guest rooms.
• Establishes and maintains the standard for the guest’s room experience during their visit to the hotel
• Demonstrate a professional sense of urgency while in the guest rooms and public space to provide a thoughtful guest experience by keeping spaces clean and well organized.
• Observe conditions of all the physical facilities and equipment in the hotel operation, noticing the smallest detail which may go unseen by the untrained eye.
• Work in collaboration with other operating divisions and any third-party vendors to establish detailed cleaning and preventative maintenance programs to ensure the appearance of all furniture, fixtures, and equipment throughout the hotel.
• Utilize analytics to monitor the inventory yield, and optimize revenue on hotel room inventory across the property through various channels, partners, platforms, devices and agents.
• Continuously research guest, marketplace and industry trends to understand spending by different verticals, programs and campaigns, and implement initiatives to maximize revenue potential.
• Monitor Daily Count and room inventory control agents to ensure appropriate a number of clean rooms are available for check-ins, remaining inventory, and appropriate planning based on arrivals/departures.
• Actively participate with monitoring financials, revenue reporting, operations of assigned department(s) and marketing strategies to produce both short-term and long-term profitability.
• Create a work environment which promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; compliance with company policies, legal requirements and collective bargaining agreements.
• Inform senior hotel management of situations which require attention.
• Complete all payroll related functions within Oracle and recruiting systems, checking employee swipes, and issuing payment for upsell commissions.
• Perform all other job-related duties as requested.

Qualifications

• Bachelor degree in Hotel Management, Business Administration, or related field or equivalent education and experience.
• At least 5 years of experience within upscale, lifestyle, or luxury property.
• At least 2 years of direct management experience, recruiting, developing and retaining talent.
• Excellent customer service, strategic, analytical skills with strong quantitative and qualitative skills.
• Proven track record of leading initiatives, achieving goals, and succeeding in a team environment.
• Able to lead and mentor a team.
• Have interpersonal skills to partner effectively with all business contacts.
• Professional appearance and demeanor.
• Work varied shifts, including weekends and holidays.
• High school diploma or equivalent.
• Able to effectively communicate in English, in both written and oral forms.

Preferred

• Previous experience working with property management systems such as Opera, Infor, REX, and/or LMS.
• Proven track record of effectively communicating and presenting information to corporate and property leadership.

Critical Competencies

• Engages others in general conversation tactics to build rapport quickly; and can lead and adapt communication and presentation tactics to engage audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholders.
• Approaches fact finding and discovery missions in a collaborative effort; values input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed or removed as a barrier to implementation.
• Passionate in driving results of their effort and others; can influence others to take direction to execute on strategy through tactical methods; and is comfortable in prioritizing their work and that of others.
• Comfortable in being a “general” in identifying strategic needs, yet can be a “soldier” to ensure the implementation of a strategic plan is implemented.
• Values the importance of making decisions with integrity, maintaining confidentiality across internal work groups and knows how to use discretion when appropriate; understands the difference between transparency and confidentiality.

Physical, Mental And Environmental Demands

• Must be able to work flexible hours, including evenings and weekends.
• Fast paced environment, multiple tasks to be handled under time constraint.
• Must be able to handle a heavy business volume, and sensitive situations relating to team member, candidate, and guest problems, in a timely manner.
• Must be able to tolerate areas containing second hand smoke.
• Must be able to lift and carry 10 pounds.
• Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job.
• Respond to visual and aural cues.
• Must have manual dexterity to operate all office equipment.
• Must be able to recognize and respond to individuals with questions.
• Must be able to maneuver around office and property.

Directly Supervises

• Guest service agents
• Hotel Coordinators
• Bell Associates
• Mini Bar Attendants
• In room dining servers
• Butler services

About Us Help us roll out the red carpet at Caesars Palace! This world renowned resort indulges our guests with 25 unique restaurants and cafes, over 3,000 rooms, 4.5 acres of pools and gardens and a 50,000 square foot spa. If you have a passion for delivering personalized service in an exclusive setting, Caesars Palace is the place for you to start your career.

Summary Statement

The Resort Services Manager at Resorts World Las Vegas will share our guests’ passions, providing insider access to what is new and what is next. This role will manage the day-to-day operations within the contact center.

Primary Job Duties: Includes but is not limited to:

• Lead the Resort Services team in achieving their operational and financial goals.
• Oversee the various call queues such as external/internal Reservations, Resort Marketing Reservations, Wholesale, Digital Communications, and in-house guest calls.
• Manage day-to-day operations for the Resort Services department and assist with short- and long-term planning.
• Monitor Resort Services activities continually, making quick decisions to offset demand on skill sets, reducing abandonment rates and service levels.
• Responsible for recruiting, interviewing, hiring and corrective actions.
• Manage, train, coach, recognize, motivate, and mentor agents to meet or exceed all department key performance indicators (KPI’s).
• Address guest concerns that require management’s attention promptly.
• Redemption of guests’ promotions, issuance of comps and reviewing of guests’ play.
• Prepare and submit accurate payroll information on a bi-weekly basis.
• Prepare, review, and adjust agent schedules as needed.
• Maintain cleanliness and tidiness of the applicable area and entire property.
• Ensure all Resorts World core values and property and department standards are implemented and applied.
• Obtain and maintain position-specific licensing.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Other duties as assigned.

Qualifications: Includes but is not limited to:

• Ability to effectively communicate in English.
• Ability to work varied shifts, including nights, weekends and holidays.
• Polished appearance and demeanor.
• Excellent customer service skills.
• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.
• Ability to successfully lead and mentor a team.

Preferred

• Working knowledge of Opera, HotSOS and/or Synkros by Konami.
• Previous experience working in a large, luxury resort setting.

Minimum Education And Experience

• At least 21 years of age.
• High School Diploma or equivalent.
• Minimum three years Leadership/Management experience in Hotel Operations, Call Center or similar environment.

Certificates, Licenses, Regulations

• Proof of eligibility to work in the United States.
• Ability to obtain the following:
  • Nevada Gaming Registration

Physical Demands

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

• Work is typically performed in an office environment.
• Must be tolerant to varying conditions of noise level, temperature, illumination and air quality.
• Prolonged sitting/standing.
• Bending and reaching.
• Transporting, pushing, pulling, lifting and maneuvering items weighing up to 20 lbs.
• Eye/hand coordination.
• Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) 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.

• Oversee all aspects of the pool experience, including staff management (servers, bartenders, cabana and pool attendants, lifeguards) and collaboration with the Security and Retail teams.
• Coordinate with Facilities and Environmental Services to ensure optimal maintenance, cleanliness, and presentation of the pool deck and dining areas.
• Prepare budget and control labor with the use of software systems.
• Manage rates and inventory to maximize revenue by working with Revenue Strategy on dynamic pricing.
• Adhere to SNHD Health Standards for pool sanitation and F&B Health Standards.
• Ensure team members adhere to Resorts World Company guidelines as stated in team member training manual and team member handbook.
• Ensure all Resorts World core values and property and department standards are implemented and applied.
• Obtain and maintain position-specific licensing.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Other duties as assigned.

Qualifications: Includes but is not limited to:

• At least six years of experience within Restaurant/Pool Operations or Hotel Operations in a similar or related field.
• At least four years of previous management experience in a similar or related field.
• Able to utilize guest service satisfaction performance metrics from stay satisfaction Surveys, TripAdvisor, Yelp, etc. to generate action plans to address service opportunities.
• Working knowledge of Microsoft Office applications, point of sale systems, property management and restaurant management systems.
• Ability to effectively communicate in English.
• Able to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies and procedures.
• Ability to maintain confidentiality of information.
• Ability to work outdoors, especially during the summer season.
• Ability to work varied shifts, including nights, weekends and holidays.
• At least 21 years of age.

Preferred

• Strong strategic planning, project management skills, and superior decision-making while managing multiple priorities.
• Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs.
• Polished appearance and demeanor.
• Excellent organizational and customer service skills.
• Ability to successfully mentor a team.
• Experience managing a workforce of at least 100 employees.
• Forbes Five Star/AAA Five Diamond experience.
• Ability to understand and speak multiple languages.
• Previous experience managing employees using a collective bargaining agreement.
• Previous experience working in a large, luxury resort setting.

Certificates, Licenses, Regulations

• Proof of eligibility to work in the United States
• Position required licenses: Food Service Card, Alcohol Awareness, Lifeguard Certification

Physical Demands

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

• Must be tolerant to varying conditions of noise level, temperature, illumination, and air quality.
• Extreme weather conditions
• Prolonged walking/standing.
• Bending and reaching
• Transporting, pushing, pulling, lifting and maneuvering items weighing up to 50 lbs
• Eye/hand coordination
• Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) 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.