Luxury Experience Manager (Bellagio)

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

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

Manages guest requests and own all complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
Manages guest reservations by using VIPR, OPERA & PATRON management systems.
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.
Develops collaborative relationships and synergy with all support departments such as Casino Marketing, Convention Sales & Services, Facilities, Security, Housekeeping, Front Services, Pool, Front Office, F&B and Executive Offices.
Provides strategic 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 strategic input into the development and execution of marketing plans in order to create new and further cultivate guest relationships in order to grow the database and increase client levels including hosting and managing the coordination of special events for existing, inactive and potential luxury guests.
Provides strategic input into ways to further enrich the guest experience and offer extraordinary guest experiences, with focus on retention of 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.
Participate in the research, developments, evaluation, and implementation of new products, services, technology, and processes to ensure a competitive position in anticipation of changing guest’s needs within the dynamic hospitality and gaming environment.
Supports departmental strategies for guest service, team cooperation, financial responsibility and asset management.
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.
Perform all other job related duties as requested.

At least 3 years of Casino Marketing/Executive Hosting experience, 3 years of VIP Services management experience, or 3 years of luxury guest services management experience.
Excellent customer service skills.
Able to lead and mentor a team.
Have interpersonal skill to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
High school diploma or equivalent.
Working knowledge of Microsoft Office.
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 and VIPR.
Previous experience working in a similar resort setting.