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. This role drives service excellence through team development, operational efficiency, and cross-functional collaboration, while maintaining a strong focus on guest satisfaction, revenue performance, and Forbes-level quality execution.

Primary Job Duties: - Includes but is not limited to:

• Provide strategic leadership and operational oversight of all Villa Services, ensuring an exceptional, highly personalized guest experience that reflects Forbes Five-Star standards and brand expectations.
• Lead, mentor, and develop Villa Service teams (Managers, Butlers, Villa Coordinators), 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, ensuring 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, including arrivals, departures, in-stay engagement, and post-stay follow-up, ensuring all interactions exceed guest expectations.
• Partner cross-functionally with departments including 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, ensuring alignment with budget and forecast goals.
• 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 across all areas of the operation without compromising service standards.
• Develop and execute strategies to improve EBITDA by balancing revenue growth, labor efficiency, and expense management, while continuously seeking operational improvements.
• 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, with a strong emphasis on 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 maintains the highest level of confidentiality and discretion.
• Develop and provide staff advancement for promotional opportunities.
• Use personal device/cellular phone for job related operational tasks, job duties, review of company documents, etc.
• Perform other job-related duties as requested.

Qualifications: - Includes but is not limited to:

• Bachelor's degree in hospitality, management, or related field or equivalent combination of education, training, and work experience.
• A minimum of seven (7) years in a similar position, or five (5) years of holding progressive management positions within hotel operations of a large luxury resort.
• Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs.
• Ability to work varied shifts, including weekends and holidays.
• Strong working knowledge of Microsoft Office applications, 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 managing multiple priorities.
• Strong financial background with experience in managing yearly budget in excess of five (5) million dollars.
• Excellent interpersonal skills to deal effectively with guests, management, employees and other outside contacts.
• Excellent organizational skills; be able to function under time constraints and deadlines with 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.
• Ability to work varied shifts, including nights, weekends, and holidays.

Preferred:

• Forbes Travel Guide trained to perform elevated service.
• Technical knowledge and experience with OPERA, Konami Synkros, Symphony, Cisco and/or Housekeeping HotSOS, Agilysys, Micros.
• Previous experience working in a call center, concierge, fine dining restaurant, front desk, and/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, 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:

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Work is typically performed in an office and guest facing environment.
• Must be tolerant of 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 50lbs.
• Eye/hand coordination.
• Ability to comply with Policies and Procedures, Job Description, daily memorandums, chemical labels (SDS) and other instructions.

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.