Global Reservations Director – Luxury VIP & Groups

Hard Rock Hotel & Casino Ottawa; Las Vegas (NV); On-site; USD 110,000 - 180,000; Full time

Job summary

Hard Rock Hotel & Casino Las Vegas is seeking a Director – Global Reservations to lead the Group, Leisure and Social reservations teams and elevate Forbes Travel Guide standards across channels. You will drive revenue, oversee a third‑party contact center, and ensure policy compliance while maintaining exceptional guest experiences.

The role requires 7+ years in reservations or hospitality operations with leadership, strong sales and communication skills, and the ability to manage multiple

Qualifications

• Bachelor’s degree or equivalent experience required.
• 7+ years in reservations, group sales or hospitality ops with 3+ years in leadership.
• Proven sales success, KPI achievement and presentation skills.
• Operational plus sales expertise.
• Coaching, development and decision‑making skills.
• Strong organizational and problem‑solving abilities.
• Ability to manage multiple tasks with urgency and detail.
• Excellent customer service, diplomacy with guests and staff.
• Excellent verbal and written communication skills.
• Ability to collaborate across departments at all levels.
• Comfort with high‑volume, fast‑paced environments.
• Flexible schedule including weekends/holidays.

Responsibilities

• Drive hotel and casino revenue through disciplined selling and upsell.
• Meet/exceed departmental KPIs and contribute to strategies.
• Govern concessions and goodwill adjustments within authority limits.
• Enforce policies; ensure promotions, rates and wagering terms are clear.
• Keep Group Reservations Manager informed of marketing plans.
• Support group reservations techniques and ensure consistency.
• Maintain audit‑ready documentation of reservations and interactions.

Skills

Leadership

Sales acumen

KPI management

Coaching & development

Communication

Customer service

Organization

Problem solving

Prioritization

Cross‑department collaboration

Adaptability

Time management

Education

Bachelor’s degree in hospitality/business or related field

Tools

Agilysys/Passkey

CRS/Delphi

ACD & OTA systems

Microsoft Office

Job description

Hard Rock Hotel & Casino Las Vegas is seeking a Director – Global Reservations to lead the Group, Leisure and Social reservations teams and elevate Forbes Travel Guide standards across channels. You will drive revenue, oversee a third‑party contact center, and ensure policy compliance while maintaining exceptional guest experiences.

The role requires 7+ years in reservations or hospitality operations with leadership, strong sales and communication skills, and the ability to manage multiple