Manager, Hotel Operations

Resorts World Las Vegas•Las Vegas, NV

About The Position

The Hotel Operations Manager at Resorts World Las Vegas supports the Assistant Director of Hotel Operations and provides direction and leadership to the Front Desk team. The role promotes guest satisfaction and efficient processes while maintaining a high level of service. It oversees daily shifts and supports front- and back-office operations, ensuring consistent guest service and adherence to company standards. The manager maintains a visible presence in the lobby and at the Front Desk, resolves guest concerns, supports operational improvements, and helps deliver a seamless guest experience. The role may provide coverage in several hotel operations functions during peak periods and requires knowledge of hotel amenities, local attractions, and activities. It also includes financial verification, special projects, position-specific licensing, and use of a personal cellular device for job-related operational tasks.

Requirements

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

Nice To Haves

Working knowledge of computer hardware and software, including 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

Manage and supervise daily shifts and support senior management in front- and back-office operations to ensure consistent, quality guest service.
Address and resolve guest challenges and feedback promptly in accordance with Resorts World Las Vegas standards and brand attributes.
Maintain a consistent presence in the lobby and at the Front Desk and ensure staff perform according to company standards.
Provide strategic input on operational issues, including yield-rate strategies, labor standards, guest-service issues, and continuous-improvement opportunities.
Support a one-stop-shop guest experience throughout the guest journey; know hotel amenities, local attractions, and activities, and identify opportunities to promote premium rooms, suites, and other offerings.
Function as Shift Manager, Guest Services Ambassador, Lobby Ambassador, or Back Office support as needed during peak periods.
Maintain lobby cleanliness and organization, manage guest traffic flow and queues, and direct guests to minimize wait times.
Resolve guest challenges and special requests within the limits of authority and empowerment, coordinating with other departments as appropriate.
Manage financial verification transactions and ensure Front Desk Representatives using cash banks balance accurately at the end of each shift.
Complete special projects and assignments provided by senior management.
Obtain and maintain position-specific licensing.
Use a personal device or cellular phone for job-related operational tasks, duties, and review of company documents.
Perform other duties as assigned.