Assistant General Manager, Crockfords

Resorts World Las Vegas•Las Vegas, NV

About The Position

Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat. Our property will be unique in every way, including the way we conduct business using the latest technology creating an experience where anything a guest could want is at their fingertips or a single phone call away. The Assistant General Manager, Luxury Services will lead the Luxury Services team in achieving their operational and financial goals.

Requirements

Bachelor’s degree in hospitality, management, or related field or equivalent combination of education, training, and work experience.
A minimum of five (5) years in a similar position, or five (5) 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 (50) 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 (5) million dollars.
Excellent interpersonal skills to deal effectively with guests, management, employees 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.

Nice To Haves

Forbes Travel Guide trained to perform elevated service.
Technical knowledge and experience with OPERA, Konami Synkros, Symphony, Cisco and/or Housekeeping HotSOS.
Previous experience working in a call center, concierge, fine dining restaurant, front desk, and/or VIP Lounge.
Previous experience working in a similar luxury resort setting.
Bilingual.

Responsibilities

Full ownership of the Luxury Services function for the property including short- and long-term planning, as well as day-to-day operations.
Act as point of contact for all situations regarding high-profile casino and VIP guests.
Direct and 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 hiring, training, and succession planning processes that encompass the company’s diversity commitment.
Maintain a complete knowledge of and comply with all procedures of VIP and Marketing Operations.
Manage inventory and order food and beverage products and supplies as needed.
Create and maintain 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 in order to maximize utilization and financial performance. Partners with Revenue Management and Hilton to align sale vision.
Operate property systems and be able to execute tasks accordingly.
Assist with the arrival and departure of guests as needed which include 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.
Ability to 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.
Monitors, documents, and notifies the General Manager of Luxury Services - Crockfords of any problems that may impact or jeopardize the achievement of current future departmental objectives.
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.
Oversees guest requests to ensure all matters are completed in a timely manner by coordinating with outside Departments.
Monitor and adjust the weekly staff schedule as business and budget demands.
Conducts 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.
Manages compensation by consistently updating applicable systems and reports.
Possess the appropriate knowledge and skill level to act in any capacity overseen.
Other related duties as necessary.