Director, Global Reservations - Luxury Las Vegas

Seminole Hard Rock

Las Vegas (NV)

On-site

USD 120,000 - 180,000

Full time

4 days ago

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Job summary

Seminole Hard Rock Las Vegas is seeking a Director - Global Reservations to lead the Group, Leisure and Social reservations teams for our luxury resort on the Las Vegas Strip. The role delivers Forbes Travel Guide level service at every guest touchpoint, from first contact through confirmation, and drives revenue through policy compliance and strong oversight of our third-party contact center partner.

Own the reservations guest experience across channels, translate standards into actionable call

Responsibilities

Own the reservations guest experience across phone, email, chat and agentic AI Agents, from first contact through confirmation.
Drive hotel and casino revenue through disciplined selling, using proper selling techniques to improve conversion, group pickup and upsell.
Govern concessions and goodwill adjustments through defined authority limits, so that exceptions do not become revenue leakage.
Enforce hotel and casino policies and procedures, and ensure promotions, offers, rates and wagering-related restrictions are described accurately to guests.
Ensure the Group Reservations Manager and group team understand planned marketing efforts, including drop dates and specific offers.
Support the Group Reservations Techniques and ensure they are consistently applied across the office.
Maintain audit-ready documentation of reservations, concessions and guest interactions.