Head of Service Management

Primary Job Duties: Includes, but is not limited to: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.Qualifications: Includes but is not limited to: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.Preferred:Working knowledge of Opera, HotSOS and/or Synkros by Konami.Previous experience working in a large, luxury resort setting.Minimum Education and Experience: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.Certificates, Licenses, Regulations:Proof of eligibility to work in the United States.Ability to obtain the following: Nevada Gaming RegistrationPhysical 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.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.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.

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