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Luxury Experience Mgr

J o b D e s c r i p t i o n

Job Profile Title:	Luxury Experience Mgr
Job Code:	19563
Profile Title:	19563 Luxury Experience Mgr
Grade / Band:	IC3
FLSA Status:	Exempt
The Luxury Experience Manager is responsible for establishing and developing relationships with qualifying luxury guests and leveraging expertise and property amenities to drive incremental Hotel revenue. All duties are performed in accordance with department and property policies, practices and procedures.

Principal Duties & Responsibilities
Generate calls to qualifying luxury guests and achieve the conversion percentage goal for future reservations
Manage Luxury Experience guest requests such as reservations, hotel registration, concierge requests, general planning and creating itineraries, as well as owning all complaints, resolving issues immediately and following up to ensure guests’ satisfaction
Exercise discretion and independent judgment when evaluating guest activity, frequency of stay and total spend, in order to assist guests with potential upgrades, room revisions and preferred rates for future reservations
Develop collaborative relationships and synergy with all support departments such as casino marketing, convention sales & services, facilities, security, housekeeping, front services, pool, front office, F&B, and executive offices
Be and stay knowledgeable on all dining and entertainment venues in the area including but not limited to casino marketing events, restaurants, golf courses, spas, nightclubs, and tours in order to personalize recommendations for guests
Supports departmental strategies for guest service, team cooperation, financial responsibility and asset management

Required for All Jobs
Performs other job-related duties as requested
Proof of eligibility to work in the United States

Work Experience
Experience	Experience Details	Required/ Preferred
3+ Years of Prior Relevant Experience		Required

Additional Requirements
Details	Required/ Preferred
Casino Marketing/Executive Hosting, VIP Services Management or Hotel Management experience	Preferred
Working knowledge of various related systems and programs	Preferred
Experience working in a similar resort setting	Preferred

Knowledge, Skills and Abilities
KSAs
Ability to work varied shifts, including weekends and holidays
Ability to simultaneously operate multiple computer systems
Working knowledge of Microsoft Office
Excellent customer service skills.
Ability to function well under pressure, manage multiple priorities, and meet established deadlines
Must possess mature personal discretion and sound judgment
Strong leadership abilities, sound judgment, superior problem solving and decision-making skills
Excellent organizational, analytical and project management skills, with attention to quality and detail
Interpersonal skills to deal effectively with all business contacts
Professional appearance and demeanor
Ability to effectively communicate in English, in both oral and written forms

Physical Requirements
A thorough completion of this section is needed for compliance with legal standards such as the Americans with Disabilities Act. The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Physical Requirement	N/A	Rarely	Occasionally	Frequently	Constantly	Weight/ w.p.m.
Balancing			X
Bending			X
Carrying 10 pounds			X
Clear speech - simple				X
Clear speech - complex				X
Climbing	X
Distant vision				X
Driving	X
Flexibility - upper body			X
Flexibility - lower body			X
Hearing/Listening				X
Kneeling			X
Lifting 10 pounds			X
Near vision				X
Normal vision				X
Pushing/Pulling			X
Reaching			X
Sitting				X
Standing			X
Typing				X
Walking				X

Work Environment
While performing the duties of this job, the associate is required to work within the selected work environments.
Work Environment	N/A	Rarely	Occasionally	Frequently	Constantly
Communication - verbal				X
Communication - written				X
Confined area				X
Contacts - works alone				X
Contacts - works around others				X
Contacts - works with others				X
Exposure to dust / dirt			X
Exposure to fumes / odors			X
Extreme cold		X
Extreme heat		X
Fast pace				X
Hazardous conditions - chemicals	X
Hazardous conditions - high structures	X
Hazardous conditions - high voltage	X
Indoors				X
Noise levels - low to moderate				X
Noise levels - high			X
Office conditions				X
Outdoors			X
Restricted area		X
Shifts	X
Smoke			X
Travel		X
Wet/Humid		X

Mental Requirements
While performing the duties of this job, the associate is required to work within the selected mental requirements.
Mental Requirement	N/A	Rarely	Occasionally	Frequently	Constantly
Analytical				X
Clerical				X
Comprehension				X
Crisis incidents		X
Customer service				X
Decision making				X
High pressure				X
Judgment				X
Long hours			X
Math skills - advance			X
Math skills - basic				X
Organization				X
Reading - simple				X
Reading - complex				X
Repetition				X
Tight deadlines				X
Writing - simple				X
Writing - complex				X