Luxury Hotel Operations Manager

It is the primary responsibility of the Luxury Hotel Operations Manager to direct and ensure the smooth and efficient operation of the villa operations and butler services experience to all villas, suites, gaming salon and private event services within the company’s strategic vision. The Manager oversees strategic execution and will manage multiple tasks, set priorities, anticipate needs and proactively seek new ways to delight our VIP Guests.  The Manager will be asked to create solutions to problems and fulfill requests and challenges for our most valuable guests, celebrities, dignitaries and gamers, selecting Caesars Palace as their ultimate luxury destination.  All duties are to be performed in accordance with departmental and property policies, practices and procedures.

• Must be 21 years of age or older 

• At least 2 years of previous Front Desk, Food and Beverage, Villa or Gaming experience at a major hotel/casino resort complex. 

• Ability to perform a myriad of duties with extreme care and attention to detail while working in a fast-paced and busy environment. 

• Ability to maintain confidentiality of sensitive information. 

• Working knowledge of organizational methods. 

• Excellent customer service skills. 

• Able to lead and mentor a team. 

• Have interpersonal skills to deal effectively with all business contacts. 

• Professional appearance and demeanor. 

• Ability to work varied shifts, including weekends and holidays. 

• High school diploma or equivalent. 

• Working knowledge of Microsoft Word, Excel, and Outlook. 

• Able to effectively communicate in English, in both written and oral forms. 

ADDITIONAL REQUIREMENTS

• Additional education at the college level is associated with Hotel or Business Administration. 

• At least 3 years of previous supervisory experience. 

• Working knowledge of Hotel Property Management System (LMS or Infor). 

• Bilingual. (Chinese) 

• Previous experience working in a similar large scale luxury resort operation. 

• Oversee the Villa and Butler operations within specialty suites, large villas, penthouses, and private gaming salons as well as other department functions including short- and long-term planning, and day-to-day operations. 
• Manage the villa services team in the most efficient way, maximizing anticipatory service and/or revenue opportunities to surpass budgeted objectives. 
• Able to build rapport with a variety of guests, initiates and engages in conversation with a professional and friendly manner, always maintaining the highest level of confidentiality. 
• Oversee Human Resources responsibilities for the specifically assigned areas; create and maintain a work environment that promotes client service, teamwork, performance feedback, individual recognition, mutual respect, and employee satisfaction. 
• Oversee staffing levels in conjunction with Centralized Scheduling in response to business demands, providing recommendations for adjustments whenever possible and monitors compliance of full-time equivalents (FTEs) per department policy and CBA contracts. 
• Ensuring quality hiring, training, and succession planning processes that encompass the company’s commitment to diversity. 
• Provide excellent service consistent with the property's service standards and brand attributes. 
• Maintains extensive and complete knowledge of all liquor brands, wines, champagnes, and beers available to all guests from Caesars Palace menus. 
• Inspect villas, suites, gaming salons and catering setups to ensure the highest level of guest satisfaction and reports any issues to management. 
• Responds to guest service interactions in a professional and timely manner, achieving positive resolutions. 
• Monitors, documents, and notifies the Director of Luxury Hotel Operations of any problems that may impact or jeopardize the achievement of current future departmental objectives. 
• Approves the employment and termination of employees within the division and is responsible for the coordination of on-the-job training programs through the department managers on a regular basis. 
• Provide input and direction in the development of the department’s fiscal budget. 
• Communicate effectively with Front Office, Housekeeping, Group Reservations, Casino Marketing, Facilities and Sales regarding group blocks and arrival/departure patterns. 
• Perform all other job-related duties as requested.