Manager, Resort Services

Manager, Resort Services

Resorts World Las Vegas

The Resort Services Manager at Resorts World Las Vegas will share our guests’ passions, providing insider access to what is new and what is next. This role will manage the day‑to‑day operations within the contact center.

• 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.

• 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 & maintain full knowledge and understanding of company and department rules and regulations, policies, and procedures.
• Ability to successfully lead and mentor a team.

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

• 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 the following:
• Nevada Gaming Registration

• Work is typically performed in an office environment.
• Must be tolerant to varying conditions of noise level, temperature, illumination and air quality.
• Prolonged sitting/standing.
• Bending and reaching.
• Transporting, pushing, pulling, lifting and maneuvering items weighing up to 20 lbs.
• Eye/hand coordination.
• Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) and other instructions.