Manager, Front Desk

Overview:

Our guests have a lust for a life less ordinary that drives them to demand more, experience it all, and hit repeat. Our property will be unique in every way, including the way we conduct business using the latest technology creating an experience where anything a guest could want is at their fingertips or a single phone call away. It is the primary responsibility of the Hotel Manager at Resorts World Las Vegas to provide support to the Assistant Director of Front Office with direction and leadership for the property Front Desk team, ensuring guest satisfaction and efficiency in all processes while maintaining the highest level of service.

Job Duties:Core Job Responsibilities:
At Resorts World Las Vegas, we believe that every member of our team is an ambassador and is essential to the success of our company. We expect all Team Members to take personal ownership in ensuring everything they do is in the best interest of the company and that all will adhere to our five core non-negotiable responsibilities.

• Everyone is an Ambassador – No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home. No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
• Everyone works in Safety – If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
• Everyone works in Security – If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
• Everyone works in EVS – If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
• Everyone works in Guest Experience – If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.

Primary Job Duties: – Includes, but is not limited to:

• Responsible for the management and supervision of the daily shifts and provide 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.
• Extensive knowledge of Hilton, Conrad and Crockfords products and amenities.
• Owns the “one stop shop” experience during all aspects of the guest journey. Knowledgeable and familiar with all hotel amenities, local attractions and activities in order to identify sales opportunities and promote premium rooms, suites, and offerings to guests and team members.
• Possess the appropriate knowledge and skill level to act as Shift Manager, Contact Center Manager, Guest Services Ambassador, Lobby Ambassador, and Back Office support as needed during peak periods.
• Enhances the guest experience using technology while offering a personalized interaction.
• Owns the cleanliness and organization of the lobby, to include guest traffic flow, queues and directing guests as appropriate to minimize wait times.
• Ensure guests have a seamless journey when interacting with the Resorts World Las Vegas mobile solutions and assume full ownership of the mobile experience as it relates to the guest experience.
• Resolve guest challenges and special requests within limits of authority and empowerment and in a timely manner and coordinating with outside Departments as appropriate.
• Responsible for maintaining a working knowledge of current promotions and rate codes.
• Actively pre-shifts staff to communicate Company updates, policy changes, hotel occupancy, special events, and messages from Senior Management.
• Handle all financial verification transactions carefully to ensure Front Desk Ambassadors cash banks are accurately balanced at the end of each shift.
• Accurately completes checklists and reports associated with specific shifts and pass down appropriate information.
• Assist in the recruitment and interview process; conduct initial screening of all possible candidates
• Monitor and adjust both weekly and daily staff schedules as business demands dictate.
• Daily monitoring of shift break board, ensuring staff are reporting to work, leaving and taking breaks on time and controlling payroll expenses by allowing staff to leave early during slow periods.
• Maintain and execute staff engagement programs by monitoring team performance and contribution to overall department goal.
• Creates and issues employee evaluations, upon approval from Assistant Director/Director of Front Office.
• Develop and provide staff advancement for promotional opportunities.
• Knowledgeable of applicable Resorts World Las Vegas and Hilton systems, which may include but are not limited to: Opera, Konami, Hilton OnQ, HotSOS, etc.
• Extensive knowledge of Forbes 5-Star service standards; monitor, provide direction and support team members daily to ensure standards are upheld.
• Reviews guest surveys on a regular basis and assist in identifying action items to enhance the guest experience.
• Respond to guest correspondence and resolves challenges in a timely manner.
• Monitor and correct performance of team members; provide coaching and counseling as needed.
• Ensure team members follow Department and Company policies. Prepare and issue disciplinary action as required.
• Responsible for thorough completion of special projects/assignments provided by Senior Management.
• Provide unmatched service, proactively seeks opportunities to enhance guest satisfaction and takes ownership of all team member and guest requests.
• Works within RWLV and OSHA guidelines to prevent hazards, injury, and an unsafe work environment.
• Performs proper job functions by consistently following company rules and regulations as well as department policies and procedures.
• Proper performance requires physical and mental dexterity to accomplish tasks associated with the completion of the job responsibilities.
• Responds to emergency situations as necessary by following departmental procedures, staying calm, and assisting Security as needed.
• 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.

Qualifications:

Required:

• At least five years of experience within Hotel Operations.
• At least three years of directly related operational management experience.
• Strong interpersonal skills and the ability to deal with guests and work with business partners and colleagues from diverse cultures and nationalities
• Excellent customer service, written and verbal communications and telephone etiquette skills
• 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.
• Experience managing a workforce of at least 30 employees.
• Working knowledge of money handling, intermittent level math and accounting responsibilities.
• 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.

Preferred:

• Bachelor's degree in a related field.
• Working knowledge of Hilton OnQ.
• Trained in Forbes Travel Guide standards.
• Working knowledge of Opera, HotSOS and/or Synkros by Konami.
• Fluent in more than one language.
• Previous experience working in a large, luxury resort setting.