Executive Director, Front Services

Hard Rock Hotel Cancun; Las Vegas, Northern (NV, KY); Hybrid; USD 180,000 - 280,000; Full time

Job summary

Hard Rock Las Vegas is seeking an Executive Director of Front Services to provide strategic leadership and operational oversight for Bell and Door Services, Parking and Valet, and Transportation. You will drive service excellence, workforce planning, and continuous improvements while ensuring compliance and guest satisfaction in a luxury hospitality environment.

The role partners with property leadership to forecast demand, optimize staffing, manage budgets, and uphold Forbes Travel Guide

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Hotel Management, or related field preferred.
• Minimum 10 years of progressive hospitality operations experience.
• Minimum 5 years of leadership experience managing multiple departments in luxury hospitality.
• Experience in a unionized environment preferred.
• Deep understanding of Forbes Travel Guide standards and high‑touch service delivery.

Responsibilities

• Direct and oversee Bell Services, Door Services, and Valet and Parking Operations.
• Establish strategies, objectives, and service initiatives to enhance guest experience.
• Ensure consistent delivery of exceptional service and adherence to standards.
• Lead workforce planning, recruitment, onboarding, training, and engagement.
• Coordinate large group arrivals, VIP services, and transportation logistics.
• Monitor budgets, labor costs, and performance metrics to meet financial goals.
• Develop policies and manuals to ensure consistency and regulatory compliance.
• Prepare operational reports and recommendations for executive leadership.
• Ensure readiness during emergencies and support property-wide initiatives.

Skills

Leadership experience

Customer service excellence

Strategic planning

Workforce planning

Education

Bachelor's degree in Hospitality Management

Job description

Coming soon to the Las Vegas Strip, Hard Rock Las Vegas will be a fully integrated luxury resort offering world-class hospitality, gaming, dining, entertainment and retail. Positioned on the 50-yard line of the Strip, the resort will feature a nearly 700 ft. guitar-shaped hotel that will change the Las Vegas skyline. The finished complex will feature over 3,700 hotel rooms, approximately 175,000 square feet of gaming space, two spas, multiple pools, live entertainment venues and dozens of restaurants, lounges and retail outlets.

Job Summary

Reporting to the VP, Resort Operations, the Executive Director of Front Services is responsible for providing strategic leadership, operational oversight, and service excellence for all Front Services functions, including Bell and Door Services, Parking and Valet Operations, Transportation Services. This role ensures the delivery of exceptional guest experiences aligned with the organization's service standards, brand attributes, and business objectives. The Executive Director will lead departmental operations, workforce planning, employee development, and continuous process improvement while maintaining operational efficiency, regulatory compliance, and a culture of excellence. This position collaborates closely with property leadership to anticipate guest needs, enhance service delivery, and support the overall success of the hospitality operation.

Responsibilities

• Direct and oversee the daily operations of Bell Services, Door Services, and Valet and Parking Operations, ensuring alignment with organizational goals and service standards.
• Establish, implement, and monitor departmental strategies, performance objectives, and service initiatives that enhance the guest experience.
• Evaluate and ensure consistent delivery of exceptional guest service, maintaining adherence to company standards, brand expectations, and operational metrics.
• Analyze business volumes, occupancy levels, event schedules, traffic patterns and demand patterns to optimize staffing levels and labor efficiency.
• Lead workforce planning efforts, including recruitment, onboarding, training, performance management, succession planning, and employee engagement initiatives.
• Foster a positive and inclusive work environment that promotes teamwork, accountability, recognition, professional growth, and employee satisfaction.
• Ensure compliance with company policies, labor laws, safety regulations, collective bargaining agreements, and diversity and inclusion initiatives.
• Assess and coordinate large group arrivals, departures, group porterage, VIP services, luggage handling, transportation logistics, and special guest requests.
• Provide oversight of all transportation services, including limousine services, rideshare programs, taxi operations, oversize logistics, shuttle services and VIP transportation experiences.
• Partner with senior leadership to identify operational challenges, develop solutions, and implement process improvements that enhance guest satisfaction and operational effectiveness.
• Research, evaluate, and recommend new technologies, systems, services, and best practices to maintain a competitive advantage, operational efficiencies and address evolving customer expectations.
• Monitor departmental budgets, labor expenses, productivity measures, and operational performance indicators to achieve financial objectives.
• Develop, maintain, and update departmental policies, procedures, and operational manuals to ensure consistency and regulatory compliance.
• Prepare and present operational reports, service metrics, and business recommendations to executive leadership.
• Ensure departmental readiness during emergency situations and support property-wide operational initiatives.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, Hotel Management, or a related field preferred.
• Minimum of 10 years of progressive hospitality operations experience, including Front Services, Valet, Guest Services, or Hotel Operations.
• Minimum of 5 years of leadership experience managing multiple departments or large operational teams in a hotel, resort, casino, or luxury hospitality environment.
• Experience working in a unionized environment preferred.
• Proven experience leading service excellence initiatives and driving guest satisfaction results.
• Prior experience managing in a Union environment preferred.
• Deep understanding of Forbes Travel Guide standards, luxury guest expectations, and high-touch service delivery.

Work Environment

Physical demands include standing, walking, and noise exposure for extended periods. Position requires occasional lifting and moving of items weighing up to 50 pounds. May be exposed to casino-related environmental factors including secondhand smoke. Must be able to work flexible hours, including nights, weekends, and holidays.

EEO / DEI Statement

The Company gives preference in all of its employment practices to Native Americans. First preference in hiring, promoting and in all other aspects of employment is given to members of the Native American and Indigenous Tribes who meet the job requirements.

Company Overview

Be Iconic represents the roots of our culture. The Seminole Tribe of Florida remains the only unconquered tribe in the United States of America. The Tribe established Seminole Gaming in 1979, when it opened the first high‑stakes bingo hall in the United States. Building on its rich heritage of courageous and groundbreaking achievements, the Seminole Tribe of Florida acquired Hard Rock International in March 2007—the first transaction of its kind by a Native American tribe. Today, Hard Rock International remains one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop® venues in over 74 countries. With the continued growth of Seminole Gaming and Hard Rock International, Seminole Hard Rock Support Services was created to support all of our brands and lines of business. With the largest global footprint in the hospitality industry for over 50 years, our number-one job is to bring fun and excitement to our team members and our guests!