Senior Manager, Luxury Training & Service Excellence - Bellagio

MGM Resorts International

5d

About The Position

The Senior Manager, Luxury Training & Service Excellence is responsible for shaping and leading training strategies that define and elevate the guest experience across key business functions, aligned with Forbes Travel Guide Five-Star standards and Michelin-level service excellence. This role oversees Luxury Training Managers and partners closely with operational leadership to ensure service delivery reflects a highly personalized, anticipatory, and consistently refined approach across established luxury service touchpoints. This position establishes the philosophy and framework for luxury service training, translating brand expectations and Forbes standards into observable behaviors that create memorable, differentiated guest moments. The role serves as the central point of accountability for ensuring learning experiences drive service precision, emotional connection, and operational excellence, consistent with Five-Star and Michelin-caliber guest experience expectations across supported divisions.

Requirements

• 3+ Years of Prior Relevant Experience in Hospitality Training, Operations Leadership, or Learning Strategy required

Nice To Haves

• Prior experience training teams to Forbes Travel Guide, Michelin, or Five-Star service standards is highly preferred
• Bachelors Degree Preferred
• Experience working in a hotel/casino or restaurant preferred

Responsibilities

• Establish and lead a comprehensive training strategy that reinforces a culture of anticipatory, personalized service and operational excellence.
• Define and standardize the luxury service framework, translating brand expectations into clear, observable behaviors across all guest touchpoints.
• Oversee curriculum design to ensure training programs reflect refined service delivery, attention to detail, and consistency in execution.
• Lead, coach, and develop Luxury Training Managers, elevating their ability to train for emotional intelligence, service intuition, and behavioral consistency.
• Partner with operational leaders to align training strategies with the full guest journey, ensuring critical moments of interaction are executed with precision and care.
• Oversee onboarding and train-the-trainer programs to ensure leaders model and reinforce elevated service behaviors in daily operations.
• Ensure training is embedded into the operation, enabling leaders to consistently deliver polished, seamless, and personalized guest experiences.
• Guide implementation of new initiatives and service models with a focus on maintaining service elegance, consistency, and attention to detail.
• Establish structured evaluation methods to assess how effectively service behaviors are demonstrated and sustained in the operation.
• Oversee observation programs and feedback channels to identify opportunities to refine service delivery and enhance the guest experience.
• Champion a culture of service excellence by reinforcing accountability, professionalism, and pride in delivering exceptional guest moments.
• Foster inclusive learning environments that support diverse teams while maintaining high standards of presentation, communication, and service delivery.

Benefits

• Wellness incentive programs to help you stay healthy physically and mentally
• Access to company hotel, food and beverage, retail, and entertainment discounts as well as discounts with company partners on things like travel, electronics, online shopping, and more
• Free meals in our employee dining room
• Free parking on and off shift
• Health & Income Protection benefits (for eligible employees)
• Professional and personal development through programs and networking opportunities as well as volunteer opportunities in the community

What This Job Offers

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