Director, Five-Star Guest Experience & Hospitality Excellence

Seminole Hard Rock

Las Vegas (NV)

On-site

USD 120,000 - 180,000

Full time

3 days ago

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Job summary

Hard Rock Hotel & Casino Las Vegas is seeking a Director of Guest Experience & Hospitality Excellence to lead the property's guest experience and Forbes Travel Guide Five-Star strategy. You will collaborate with leaders across Hotel, F&B, Casino, Security, VIP Services, Marketing and other operations to design and elevate the end-to-end guest journey.

During pre-opening, you will build service-excellence infrastructure, training and quality-assurance processes, then sustain improvements

Qualifications

Bachelor's degree in Hospitality Management, Business Administration or related field required.
Minimum five years of progressive leadership experience in luxury hospitality, casino operations, guest experience or service excellence.

Responsibilities

Lead guest experience and service excellence strategy across the resort from arrival through departure.
Lead the Forbes Travel Guide Five-Star strategy and serve as the liaison to Forbes.
Translate Forbes standards into practical service behaviors and operating standards.
Build and lead a team of service excellence trainers/coaches and develop scalable training.