Manager Resort Services

Resorts World Las Vegas • Las Vegas, NV

8d • Onsite

About The Position

The Manager Resort Services will lead the Resort Services team in achieving their operational and financial goals. This role involves overseeing various call queues, managing day-to-day operations, and assisting with short- and long-term planning for the department. The Manager will continuously monitor Resort Services activities, making quick decisions to offset demand, reduce abandonment rates, and maintain service levels. Responsibilities include recruiting, hiring, training, coaching, and motivating agents to meet or exceed key performance indicators (KPIs). The Manager will also address guest concerns, manage promotions, issue comps, review guest play, prepare payroll, adjust schedules, and ensure adherence to company core values and standards. Additionally, the role requires obtaining and maintaining position-specific licensing and using personal devices for job-related tasks.

Requirements

• Ability to effectively communicate in English.
• Ability to work varied shifts, including nights, weekends and holidays.
• Polished appearance and demeanor.
• Excellent customer service skills.
• Ability to obtain and maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.
• Ability to successfully lead and mentor a team.
• At least 21 years of age.
• High School Diploma or equivalent.
• Minimum three years Leadership/Management experience in Hotel Operations, Call Center or similar environment.
• Proof of eligibility to work in the United States.
• Ability to obtain Nevada Gaming Registration.

Nice To Haves

• Working knowledge of Opera, HotSOS and/or Synkros by Konami.
• Previous experience working in a large, luxury resort setting.

Responsibilities

• Lead the Resort Services team in achieving their operational and financial goals.
• Oversee the various call queues such as external/internal Reservations, Resort Marketing Reservations, Wholesale, Digital Communications, and in-house guest calls.
• Manage day-to-day operations for the Resort Services department and assist with short- and long-term planning.
• Monitor Resort Services activities continually, making quick decisions to offset demand on skill sets, reducing abandonment rates and service levels.
• Responsible for recruiting, interviewing, hiring and corrective actions.
• Manage, train, coach, recognize, motivate, and mentor agents to meet or exceed all department key performance indicators (KPI’s).
• Address guest concerns that require management’s attention promptly.
• Redemption of guests’ promotions, issuance of comps and reviewing of guests’ play.
• Prepare and submit accurate payroll information on a bi-weekly basis.
• Prepare, review, and adjust agent schedules as needed.
• Maintain cleanliness and tidiness of the applicable area and entire property.
• Ensure all Resorts World core values and property and department standards are implemented and applied.
• 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 proudly partners with Hilton to feature three of its top brands: Las Vegas Hilton, Conrad Las Vegas, and Crockfords Las Vegas.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED