As a Senior Guest Services Manager you'll be responsible for elevating the guest experience and ensuring optimal performance is being achieved by all areas that create a modern luxury resort experience. In this multi-faceted role, you will be at the center of service activity, accommodating a diverse group of guests while you elicit quality performance from the resort community. Your compassionate leadership will facilitate the seamless operation of our entire resort, ensuring all guests experience the kinds of surprisingly unscripted interactions that separate us from the competition.
PRIMARY JOB DUTIES:
Duties include, but are not limited, to the following:
Responsible for supporting all departments within the resort in delivering elevated and uniquely 'Cosmopolitan' guest experiences.
Represent Senior Leadership in a guest-facing capacity.
Establish, support and maintain service delivery and resolution initiatives throughout the resort.
Review service scores, responds to guest communications, and addresses or facilitates related areas of Learning and Development.
Conduct property walks, ensuring that The Cosmopolitan of Las Vegas is represented as a well-maintained modern-luxury resort destination.
Leverage strategic influence throughout the resort to continually drive guest sentiment upward while decreasing problems experienced.
Responsible for interviewing, coaching, evaluating, leading and mentoring employees and managers while creating and contributing to a modern luxury guest experience.
Support all department initiatives; monitors and manages work-flow effectiveness, guest response to service related concerns and employee relations.
Facilitate the flow of information throughout the resort by assisting in organizing and presiding over strategy meetings.
Develop SOPs and maintains a thorough and complete knowledge of all departmental and company procedures.
Capacity to resolve and handle guest challenges and requests relevant to areas of oversight in a prompt and courteous manner while communicating and coordinating with other departments associated.
Attend pertinent meetings in representation of the Guest Services team. Communicates and strategizes to deliver on operational commitment relevant to Guest Services.
Participate in the evaluation of existing practices relevant to the proactive management of service delivery, operational efficiencies, and financial budgets & goals.
Ensure the communication of work standards and goals, and regularly evaluates departmental progress, revising standards and goals as needed while coordinating the efforts with Senior Hotel Operations & Learning and Development leadership.
Assist with training facilitation via new employee orientation on-boarding, as well as coaching direct reports in understanding their jobs and providing clear expectations.
Ensure all workflow processes impacting the Hotel Division are followed and enforced.
Engage division operators by providing insight to their daily operation from a workflow and call management perspective.
Participate in the evaluation of existing workflow processes in order to enhance the overall operation of the Hotel Division.
Ensure that all room inventory management routines and practices are followed and enforced.
Assist in the proactive management of the room inventory.
Other duties as assigned.
At least three years of Hotel operations management experience.
Possess diverse hospitality customer service leadership experience, including front desk operations.
Excellent computer skills.
Excellent service, communication, and organizational skills.
Effective prioritization skills and attention to detail.
Objective analytical skills.
Reliable ownership and follow through skills.
Ability to analyze and understand pertinent financial data.
Ability to handle sensitive information in a confidential manner.
Ability to model the way and affect change through influence and buy-in.
Ability to provide a luxury experience while engaging in every conversation with employees and guests.
Strong written and verbal communication skills with the ability to effectively communicate in English.
Ability to successfully lead and mentor a team.
Polished appearance and demeanor.
High School Diploma or equivalent.
At least 21 years of age.
Bachelor's degree in a related field.
Previous experience in a large, luxury resort setting.
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