Director, Villa Services

Summary Statement A Director of Villa Services provides strategic leadership and oversight of all villa operations, ensuring an exceptional, highly personalized guest experience aligned with luxury brand standards. Primary Job Duties Provide strategic leadership and operational oversight of all Villa Services, ensuring guest experiences that reflect Forbes Five‑Star standards and brand expectations. Lead, mentor, and develop Villa Service teams—including Managers, Butlers, and Villa Coordinators—to foster a culture of anticipatory service, accountability, and continuous improvement. Design and implement bespoke service standards, rituals, and guest touchpoints that elevate the villa experience and ensure consistency, creativity, and attention to detail at every stage of the guest journey. Oversee pre‑arrival planning and in‑house guest experience, ensuring all preferences, itineraries, and special requests are executed flawlessly and proactively. Drive service excellence through daily operations—arrivals, departures, in‑stay engagement, and post‑stay follow‑up—ensuring all interactions exceed guest expectations. Partner cross‑functionally with Front Office, Housekeeping, Food & Beverage, Culinary, Casino/VIP Services, and Engineering to ensure seamless execution of all villa‑related services and experiences. Establish and enforce Standard Operating Procedures (SOPs), ensuring compliance with brand standards, operational policies, and regulatory requirements. Demonstrate strong business acumen through regular review and analysis of financial statements, including revenue performance, labor costs, and departmental expenses. Drive profitability by identifying opportunities to increase revenue, optimize pricing strategies, and enhance villa product offerings while maintaining a luxury guest experience. Actively manage and control expenses, ensuring cost effectiveness throughout the operation without compromising service standards. Develop and execute strategies to improve EBITDA by balancing revenue growth, labor efficiency, and expense management. Oversee labor models, scheduling, and productivity standards to ensure optimal staffing levels that align with business demand and financial targets. Identify inefficiencies and implement process improvements that streamline operations, reduce waste, and enhance overall departmental performance. Oversee staffing levels, scheduling, recruitment, and retention strategies to ensure optimal coverage and a high‑performing, engaged team. Conduct regular training, coaching, and performance evaluations, emphasizing luxury service delivery, emotional intelligence, and product knowledge. Maintain a strong presence in the operation, engaging directly with VIP and high‑profile guests to build relationships, resolve concerns, and ensure memorable experiences. Collaborate with Sales, Marketing, and VIP/Casino teams to support villa positioning, promotions, and high‑value guest acquisition strategies. Ensure all villa spaces, amenities, and service environments are maintained to the highest standards of cleanliness, presentation, and functionality. Always maintain the highest level of confidentiality and discretion. Develop and provide staff advancement and promotional opportunities. Use personal device/cellular phone for job‑related operational tasks, review of company documents, etc. Perform other job‑related duties as requested. Qualifications Bachelor’s degree in hospitality, management, or related field, or equivalent combination of education, training, and work experience. Minimum of seven (7) years in a similar position, or five (5) years of progressive management within large luxury resort hotel operations. Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs. Ability to work varied shifts, including weekends, holidays, nights, and varied schedules. Strong working knowledge of Microsoft Office, Point of Sale systems, Property Management systems, and Casino Player Tracking systems. Experience managing a workforce of 50–100 employees. Strong strategic planning, project management skills, and superior decision‑making while handling multiple priorities. Strong financial background with experience managing yearly budgets in excess of five (5) million dollars. Excellent interpersonal skills to deal effectively with guests, management, employees, and outside contacts. Excellent organizational skills, functioning under time constraints and deadlines with keen attention to detail. Ability to utilize guest service satisfaction performance metrics from SALT Surveys, TripAdvisor, Yelp, etc. to generate action plans to address service opportunities. Preferred: Forbes Travel Guide training to perform elevated service. Technical knowledge and experience with OPERA, Konami Synkros, Symphony, Cisco, Housekeeping HotSOS, Agilysys, microsc. Previous experience working in a call center, concierge, fine dining restaurant, front desk, or VIP Lounge. Bilingual capabilities. Previous experience working in a large, luxury resort setting. Preferred Qualifications Forbes Travel Guide trained to perform elevated service. Technical knowledge and experience with OPERA, Konami Synkros, Symphony, Cisco, Housekeeping HotSOS, Agilysys, Micros. Previous experience working in a call center, concierge, fine dining restaurant, front desk, or VIP Lounge. Bilingual. Previous experience working in a large, luxury resort setting. Minimum Education and Experience At least 21 years of age. Bachelor’s degree in hospitality, management, or related field, or equivalent combination of education, training, and work experience. Certificates, Licenses, and Regulations Proof of eligibility to work in the United States. Ability to obtain the following: TAM Card Gaming Registration Card, Food Handlers Card. Physical Demands Work is typically performed in an office and guest‑facing environment. Must tolerate varying conditions of noise level, temperature, illumination, and air quality. Prolonged sitting or standing, bending and reaching, transporting, pushing, pulling, lifting, and maneuvering items weighing up to 50 lbs. Eye/hand coordination required. Ability to comply with policies and procedures, job description, daily memorandums, chemical labels, and other instructions. Equal Employment Opportunity Statement Resorts World Las Vegas is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. #J-18808-Ljbffr Resorts World Las Vegas