Director Hotel Operations - NoMad Las Vegas

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  • MGM Resorts International

    Director Hotel Operations - NoMad Las Vegas

    Company:
    MGM Resorts International

    Location:
    3770 South Las Vegas Boulevard
    Las Vegas
    NV
    89109
    US

    Category:
    Hospitality - Hotel

    Degrees Required:
    Not Specified

    Employment Type:
    Full-Time

    Manages Others:
    No

    Requirements:
     

    Requirements:
    Grade:

    It is the responsibility of the Director of Operations Ð NoMad Las Vegas to provide leadership and direction for all departments within the NoMad Las Vegas property.  The Director of Operations Ð NoMad Las Vegas will also oversee the consistent delivery of guest service for the property and execute on the strategic plan and vision defined. Sets the standard for living MGM Resorts guiding principles to drive a culture of inclusion, teamwork, integrity, and excellence.


    • Has an in-depth knowledge of all operational aspects within the arrival/departure/Front Office/Concierge and customer development/experiences/correspondence disciplines
    • Analyze and observe experiential customer interactions with regard to arrival, departure and on-site interactions making applicable changes
    • Provide strategic direction based upon observations and in compliance with the Company's overall goals and objectives Ð ability to establish a vision and objectives for the departments overseen
    • Provides leadership and direction in the development, execution and measurement of guest service standards within the Hotel Division consistent with the Company's core standards
    • Ensures that staffing levels match business demands in relation to the pre-established productivity standards
    • Ensure that all aspects of the events and other special occasions are coordinated and all departments that work with NoMad are prepared
    • Develops a culture that promotes effective communication, service excellence, teamwork, feedback, respect, recognition, employee satisfaction and diversity
    • Works with Sales, Casino Marketing and other service departments in understanding the VIP customers and directing / developing programs to ensure their overall guest satisfaction
    • Works closely with management to ensure the establishment of sounds business practices
    • Serves as the primary point of contact for service training
    • Assists the Park MGM Marketing team with the development of establishing the NoMad as a separate and unique brand
    • Assists the Park MGM Marketing team with creating a campaign to increase the awareness of NoMad
    • Develops a culture that creates one on one relationships with NoMad guests by creating programs for personalized communication
    • Provides oversight for the operating margin of applicable departments understanding top line revenue growth opportunities as well as controlling costs in order to maximize EBITDA
    • Conduct staff meetings as applicable
    • Stay current and knowledgeable of the latest industry equipment, technology, and best practices
    • Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment
    • Provides macro-level strategic direction for key Hotel Operations functions including Park Hosts along with working directly with Housekeeping, Front Services, PBX, Sales, and Casino Marketing
    • Provide input into and execute strategic plan consistent with the annual business/marketing plan as submitted to the Vice President of Hotel Operations
    • Monitor departmental expenditures, prepare justification for budget variations, and projected increases for new projects
    • Direct leadership responsibilities including: creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training, and succession planning processes that encompass the Company's diversity commitment
    • Directs all team members to ensure all comply with company policies, legal requirements and collective bargaining agreements
    • Ensure adherence to guest service standards within established departmental policies and procedures
    • Work with Engineering on any preventative maintenance programs that are required in order to keep the room and suite product immaculate
    • Evaluate and correct or modify systems and structures that create problems or impede commitment to excellence in service
    • Respond to guest service interactions in a professional and timely manner, achieving positive resolutions
    • Stay current, knowledgeable, and abreast of the latest in industry equipment, technology, and techniques
    • Work closely with managerial staff to develop overall skills and growth
    • Evaluate staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible and monitors compliance of full time equivalents (FTEs) per department policy 
    • Provide input into and execute the development, implementation, and measurement of guest service standards consistent with the Company's Standards and brand attributes
    • Monitor, document, and notify the Vice President of Hotel Operations of any problems that may impact or jeopardize the achievement of current future departmental objectives.
    • Develop the design, facilitation, and coordination of all training programs which support the core values and customer service culture
    • Develop and create motivational philosophies and activities specific to the needs of the department. 
    • Coach employees and managers regarding performance issues and professional development when necessary.
    • Monitor and reinforce high standards for the property by reviewing and evaluating guest comments and complaints. Develop strategic actions plans consistent with the findings
    • Develop new and analyze existing procedures and special promotions that will improve guest patronage
    • Approve the employment and termination of employees within the direct reporting structure of the position
    • Develop and maintain communications between all operating departments
    • Be knowledgeable of Department and Hotel goals
    • Participate in the property's sustainability initiative through energy conservation and the use of recycling programs and materials

    • Ensure Hotel property and equipment is properly used and maintained
    • Protect and utilize Hotel assets in a responsible and professional manner
    • Other job related duties as requested

    Education and/or Experience:

    • Bachelor's Degree in Hotel Administration/Hospitality/ related field or equivalent work experience in Hotel Management
    • At least 7 years' experience in Hotel Operations and/or guest services
    • Luxury resort experience in similar job capacity
    • Exemplary knowledge of guest service skills
    • Professional appearance and demeanor
    • Superior knowledge of Hotel Operations with presentation and organizational skills to function effectively with attention to detail while meeting established deadlines
    • Strong strategic planning, project management skills and superior decision-making while managing multiple priorities
    • Maintain a positive attitude to deal effectively with guests, management and employees
    • High school diploma or equivalent
    • Effectively communicate in English, in both written and oral forms

    Preferred:

    • Human Resources, Employee Relations, and Collective Bargaining Agreement knowledge
    • Bilingual, English as the primary or secondary language
    • Previous experience working in a similar resort setting

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