Director - Resort Services

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Date: Dec 8, 2018

Location: Las Vegas, Nevada, US

Company: Las Vegas Sands Corp.

Position Overview:

The primary responsibility of the Director - Resort Services is to oversee all call center operations to include Hotel, Restaurant, Show and Casino Reservations, Telecom, Guest Services, and overflow calls from Resort Concierge and Front Desk. All duties are to be performed in accordance with departmental and The Venetian and The Palazzo Resort Hotel Casino’s policies, practices, and procedures.

Essential Duties & Responsibilities:

  • Oversee all operations of the Assistant Director, Shift Managers, Training Quality Assurance & Communications Manager, Job Duty Manager, Office Manager, Resort Services Analyst, Job Duty Agents, Trainers and Level I through Level V Agents / Specialists.  This includes establishing departmental rules and guidelines, service standards, quality assurance, training strategy, and selling strategy.
  • Manage responsibilities for the department to include: hiring of new Team Members, promotions, creating a work environment that promotes teamwork, performance feedback, discipline, recognition, and termination. 
  • Oversee the departmental labor and operational costs and keeping these costs within the departmental budget.
  • Research and implement new technologies that will increase the efficiency of LMS, Archtics, Passkey, HotSOS, and ACSC. Work with these vendors to develop enhancements and interfaces to maximize agent productivity.
  • Partner with Strategic Marketing, Casino Marketing, Entertainment, and the GCS Restaurants to ensure the proper execution of packages, direct mail offerings, e-mail blasts, and other promotions that result in guests calling into Resort Services.
  • Consistent and regular attendance is an essential function of this job.
  • Performs other related duties as assigned.

Additional Duties & Responsibilities:

Company Standards of Conduct

All Venetian | Palazzo Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Minimum Qualifications:

  • 21 years of age.
  • Proof of authorization/eligibility to work in the United States.
  • High School diploma or equivalent.
  • Must be able to obtain and maintain a Nevada Gaming Control Board registration, Alcohol Awareness (TAM) card, and any other certification or license, as required by law or policy. 
  • 4 - 6 years’ experience in management of reservations call center.
  • LMS and ACSC experience preferred, with knowledge of player ratings and comp system.
  • Extensive knowledge of LMS, Passkey, Symposium and Archtics.
  • Proficient in Word and Excel.
  • Must possess up to date knowledge of wireless communication services, and products available.
  • Technical knowledge of Xtend Software, Northern Telecom Meridian Console, LMS, SDD Jazz, HotSOS, and hotel’s telephone switch.
  • Strong organizational skills and ability to multitask.
  • Ability to communicate clearly and effectively in English, both in spoken and written form.
  • Excellent customer service skills along with excellent Team Member relations skills.
  • Labor forecasting experience preferred.
  • Knowledge of all Human Resources policies that pertain to the department.
  • Ability to manage the department’s payroll and staffing levels in accordance with the staffing budget.
  • Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
  • Must be able to work varied shifts, including nights, weekends and holidays.


Physical Requirements:

Must be able to:

  • Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
  • Physically access all areas of the property and drive areas with or without a reasonable accommodation.
  • Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
  • Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
  • Work in a fast-paced and busy environment.
  • Ability to address stressful situations with clients with dignity and the utmost tact and politeness
  • Ability to work with others, communicate well, give direction, review the work of others, and provide guidance and counsel when needed to achieve department goals and objectives.
  • Ability to address stressful situations with clients with dignity and the utmost tact and politeness.


Job Segment: Telecom, Telecommunications, Manager, Network, Payroll, Technology, Management, Finance

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