Luxury Experience Manager - Skylofts (MGM Grand)

MGM Resorts International - Las Vegas, NV (30+ days ago)4.0

The Luxury Experience Manager is responsible for establishing and developing relationships with qualifying luxury guests and leveraging expertise and MGM Grand amenities to drive incremental Hotel revenue All duties are performed in accordance with department and property policies, practices and procedures.

Exercises discretion and independent judgment when evaluating guest activity, frequency of stay and total spend, in order to determine guest incentives like comps, upgrades, room revisions and special rates for current and future reservations.
Provides input into the creation and execute department’s strategic plans to grow revenue streams, effectively recognize areas of opportunity for cost containment in order to surpass budgeted objectives and maximize EBITDA.
Provides input into ways to further enrich the guest experience and offer extraordinary guest experiences, with focus on retention of Forbes Travel Guide 5 Star and AAA 5 Diamond ratings and brand attributes.
Stays abreast of property and departmental goals.
Generates calls to qualifying luxury guests and achieves the conversion percentage goal for future reservations.
Corrects or modifies systems and structures that create problems or impede commitment to excellence in service.
Reviews received guest surveys and addresses possible departmental/service opportunities for improvement.
Manages guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
Develops collaborative relationships and synergy with all support departments such as Casino Marketing, Convention Sales & Services, Facilities, Security, Housekeeping, Front Services, Sky Pool, Front Office, F&B and Executive Offices.
Supports departmental strategies for guest service, team cooperation.
Supports a culture of integrity, teamwork, and respect to ensure the long-term continued growth and profitability of the department.
Maintains a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction.
After completing new hire training team member must successfully operate through 10 different computer systems while managing multi line phones, respond to urgent emails all while performing the daily job responsibilities.
Assist luxury experience guests with reservations, hotel registration, hotel check out, concierge requests and provide all other supporting services.
Be and stay knowledgeable on all dining and entertainment venues in the Las Vegas area including but not limited to: casino marketing events, restaurants, golf courses, spas, nightclubs and tours in order to personalize recommendations for guests.
Be able to describe, solicit and enroll guests in the M-Life loyalty program.
Be able to communicate eloquently and effectively through email, telephone and during face to face interactions.
Contact all Luxury Experience guests within 48 hours of a confirmed reservation and assist with all of their pre-arrival requests.
Assist in planning and creating itineraries for all incoming Luxury Experience guests.
Greet guests upon arrival at the curb and assist with in-suite check-in.
Own all requests and complaints; resolve issues immediately and follow up to ensure guest satisfaction.
Manage the Luxury Experience email inbox by responding to all email correspondence within 24 hours in addition to personal email.
Proactively offer a hotel orientation and room escort to all registered guests.
Resolving billing inquiries, creating posting master accounts, processing credit card authorizations and proper execution of Luxury Experience comps.
Be able to identify, record and update guest personal profiles.
Act as a liaison between multiple departments in order to execute elaborate guest requests, room set gathering and special occasions.
Develops collaborative relationships and synergy with all support departments such as Casino Marketing, Convention Sales & Services, Facilities, Security, Housekeeping, Front Services, Sky Pool, Front Office, F&B and Executive Offices.
Help to create a unique lounge experience by proactively engaging guests, offering beverages, light snacks, and starting small conversation.
Maintain the cleanliness of the department and surrounding areas.
Maintain confidentiality of high profile guests, credit card numbers, and team member information.
Accept and issue guest possessions in accordance with Luxury Experience policy such at high valued tickets and gifts.
Provide business center services to include faxing, copying, emailing and facilitation of shipping needs.
Perform all other job related duties as requested.

At least 3 years of Casino Marketing/Executive Hosting or VIP Services management experience.
At least 3 years of luxury guest services management experience.
Excellent customer service skills.
Able to lead and mentor a team.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
High school diploma or equivalent.
Able to effectively communicate in English, in both written and oral forms.

Bachelor’s degree in related field.
Working knowledge of Patron Management, Opera, GoConcierge, VIPR, HotSOS, GuestBridge, Archtics, Outbox, CLEO and LME.
Previous experience working in a similar resort setting.