Director, Villa Services

Resorts World Las Vegas•Las Vegas, NV

About The Position

A Director of Villa Services provides strategic leadership and oversight of all villa operations, ensuring an exceptional, highly personalized guest experience aligned with luxury brand standards. This role drives service excellence through team development, operational efficiency, and cross-functional collaboration, while maintaining a strong focus on guest satisfaction, revenue performance, and Forbes-level quality execution.

Requirements

Bachelor’s degree in hospitality, management, or related field or equivalent combination of education, training, and work experience.
A minimum of seven (7) years in a similar position, or five (5) years of holding progressive management positions within hotel operations of a large luxury resort.
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 50 – 100 employees.
Strong strategic planning, project management skills 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.
Ability to work varied shifts, including nights, weekends, and holidays.
At least 21 years of age.
Proof of eligibility to work in the United States.
Ability to obtain the following: TAM Card Gaming Registration Card Food Handlers Card

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, Agilysys, Micros.
Previous experience working in a call center, concierge, fine dining restaurant, front desk, and/or VIP Lounge.
Bilingual.
Previous experience working in a large, luxury resort setting.

Responsibilities

Provide strategic leadership and operational oversight of all Villa Services, ensuring an exceptional, highly personalized guest experience that reflects Forbes Five-Star standards and brand expectations.
Lead, mentor, and develop Villa Service teams (Managers, Butlers, Villa Coordinators), foster a culture of anticipatory service, accountability, and continuous improvement.
Design and implement bespoke service standards, rituals, and guest touchpoints that elevate the villa experience, ensuring consistency, creativity, and attention to detail at every stage of the guest journey.
Oversee pre-arrival planning and in-house guest experience, ensuring all preferences, itineraries, and special requests are executed flawlessly and proactively.
Drive service excellence through daily operations, including arrivals, departures, in-stay engagement, and post-stay follow-up, ensuring all interactions exceed guest expectations.
Partner cross-functionally with departments including Front Office, Housekeeping, Food & Beverage, Culinary, Casino/VIP Services, and Engineering to ensure seamless execution of all villa-related services and experiences.
Establish and enforce Standard Operating Procedures (SOPs), ensuring compliance with brand standards, operational policies, and regulatory requirements.
Demonstrate strong business acumen through regular review and analysis of financial statements, including revenue performance, labor costs, and departmental expenses, ensuring alignment with budget and forecast goals.
Drive profitability by identifying opportunities to increase revenue, optimize pricing strategies, and enhance villa product offerings, while maintaining a luxury guest experience.
Actively manage and control expenses, ensuring cost effectiveness across all areas of the operation without compromising service standards.
Develop and execute strategies to improve EBITDA by balancing revenue growth, labor efficiency, and expense management, while continuously seeking operational improvements.
Oversee labor models, scheduling, and productivity standards to ensure optimal staffing levels that align with business demand and financial targets.
Identify inefficiencies and implement process improvements that streamline operations, reduce waste, and enhance overall departmental performance.
Oversee staffing levels, scheduling, recruitment, and retention strategies to ensure optimal coverage and a high-performing, engaged team.
Conduct regular training, coaching, and performance evaluations, with a strong emphasis on luxury service delivery, emotional intelligence, and product knowledge.
Maintain a strong presence in the operation, engaging directly with VIP and high-profile guests to build relationships, resolve concerns, and ensure memorable experiences.
Collaborate with Sales, Marketing, and VIP/Casino teams to support villa positioning, promotions, and high-value guest acquisition strategies.
Ensure all villa spaces, amenities, and service environments are maintained to the highest standards of cleanliness, presentation, and functionality.
Always maintains the highest level of confidentiality and discretion.
Develop and provide staff advancement for promotional opportunities.
Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
Perform other job-related duties as requested.