Luxury Services Supervisor

2 weeks ago

Las Vegas Nevada, United States Resorts World Las Vegas Full time

Overview:

Summary Statement:


Our clientele seeks an extraordinary lifestyle that compels them to expect more, explore everything, and repeat the experience.

Our establishment will stand out in every aspect, including our operational approach that leverages cutting-edge technology, crafting an environment where every guest desire is just a touch or a phone call away.

The General Manager of Luxury Services will spearhead the Luxury Services team in fulfilling their operational and financial objectives.


Key Responsibilities:
Primary

Key Responsibilities:
– Includes but is not limited to:

Overseeing daily operations for the Luxury Services division. Aiding in short-term strategic planning.

Addressing situations involving high-profile casino and VIP patrons.

Upholding guest service standards that align with Resorts World Las Vegas expectations and brand values.


Manage Human Resources functions for designated areas; foster a work atmosphere that encourages client service, collaboration, performance feedback, individual acknowledgment, mutual respect, and employee contentment.

Ensuring effective hiring, training, and succession planning processes that reflect the company's commitment to diversity.

Maintain comprehensive knowledge of and adhere to all protocols of VIP and Marketing Operations.

Assist with guest arrivals and departures as necessary, including facilitating check-in/out, luggage handling, room orientation, food service, and other special requests.


Embrace technology to enhance the guest experience by seamlessly integrating technology into their journey while maintaining a positive attitude throughout the guest's technological interactions.

Manage and fulfill guest requests to ensure all matters are addressed promptly.

Implement staff engagement initiatives by evaluating team performance and contributions towards overall departmental goals.

Utilize personal devices for job-related operational tasks, responsibilities, review of company documents, etc.

Perform additional job-related tasks as assigned.

Qualifications:

Qualifications:
– Includes but is not limited to:

Exceptional interpersonal skills to effectively engage with guests, management, team members, and external contacts.

Outstanding organizational abilities; capable of functioning under time constraints and deadlines with meticulous attention to detail.


Ability to leverage guest service satisfaction performance metrics from surveys, generate action plans to address service opportunities.

Flexibility to work varied shifts, including nights, weekends, and holidays.

Trained in elevated service standards as per Forbes Travel Guide.

Technical proficiency and experience with OPERA, Konami Synkros, Symphony, Cisco, and/or Housekeeping HotSOS.

Prior experience in a call center, concierge, fine dining restaurant, front desk, and/or VIP Lounge.

Capability to conduct hotel tours, suite tours, explain services, and represent the brand as an ambassador.

Extensive knowledge of room types and amenities associated with Hilton, Conrad, and Crockfords.

Deliver exceptional service in alignment with Genting's core values and brand attributes.

Preferred:
Strong familiarity with Microsoft Office applications, Point of Sale systems, Property Management systems, and Casino Player Tracking systems.

Bachelor's degree in hospitality, management, or a related field, or an equivalent combination of education, training, and work experience.

Technical expertise and experience with OPERA, Konami Synkros, Symphony, Cisco, and/or Housekeeping HotSOS.

Prior experience managing a team of at least fifteen (15) employees.

Experience in a large, luxury resort environment.

Fluency in multiple languages.

Minimum Education and Experience:
At least 21 years of age.

High School Diploma or equivalent.


A minimum of two years' experience in a similar capacity, or three years in progressive management roles within Hotel Operations of a large luxury resort with over three hundred rooms.


Certificates, Licenses, Regulations:
Proof of eligibility to work in the United States

Ability to obtain the following:
Nevada Gaming Registration

Food Handlers Card

Alcohol Awareness Card

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