Hotel Operations Manager

Resorts World Las Vegas • Las Vegas, NV

2d • Onsite

About The Position

The Hotel Operations Manager at Resorts World Las Vegas provides support to the Assistant Director of Hotel Operations, offering direction and leadership to the Front Desk team. This role ensures guest satisfaction and efficiency in all processes while maintaining the highest level of service. Our guests seek extraordinary experiences, driving them to explore more, enjoy every moment, and return for more. Our property stands out in every aspect, including our business operations, utilizing the latest technology to ensure that guests have everything they need at their fingertips or with a single phone call.

Requirements

• Ability to work varied shifts, including nights, weekends, and holidays.
• Strong interpersonal skills and the ability to deal with guests and work with business partners and colleagues from diverse cultures and nationalities.
• Ability to effectively communicate in English.
• Polished appearance and demeanor.
• Ability to successfully lead and mentor a team.
• Excellent customer service skills.
• Ability to obtain & maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.
• At least 21 years of age.
• Bachelor's degree in a related field or equivalent work experience in similar or related field.
• Minimum two years of experience within Hotel Operations.
• Minimum one year of related operational supervisory or management experience.
• Proof of eligibility to work in the United States
• Ability to obtain Nevada Gaming Registration

Nice To Haves

• Fluent in more than one language.
• Working knowledge of computer hardware and software (MS Office)
• Working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.
• Working knowledge of money handling, intermittent level math and accounting responsibilities.
• Working knowledge of Opera, HotSOS and/or Synkros by Konami.
• Working knowledge of Hilton Opera and/or OnQ R&I.
• Previous experience working in a large, luxury resort setting.

Responsibilities

• Responsible for the management and supervision of the daily shifts and provides support to the Senior Management in the front and back-office operations, ensuring quality guest service is delivered consistently to all guests.
• Immediately addresses and resolves guest challenges and feedback while adhering to Resorts World Las Vegas standards and brand attributes.
• Maintains a consistent Lobby and Front Desk presence, ensuring all staff are performing in accordance with Company standards.
• Provides strategic input on operational issues that affect the property. i.e., yield rate strategies, labor standards, guest service issues and continuous improvement opportunities.
• Owns the “one stop shop” experience during all aspects of the guest journey.
• Knowledgeable and familiar with all hotel amenities, local attractions, and activities to identify sales opportunities and promote premium rooms, suites, and offerings to guests and team members.
• Possess the appropriate knowledge and skill level to function as Shift Manager, Guest Services Ambassador, Lobby Ambassador, and Back Office support as needed during peak periods.
• Owns the cleanliness and organization of the lobby, to include guest traffic flow, queues and directing guests as appropriate to minimize wait times.
• Resolve guest challenges and special requests within limits of authority and empowerment and in a timely manner and coordinate with outside Departments as appropriate.
• Manage all financial verification transactions carefully to ensure Front Desk Representatives who use cash banks are accurately balanced at the end of each shift.
• Responsible for thorough completion of special projects/assignments provided by Senior Management.
• 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.

Benefits

• Resorts World Las Vegas is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager