Director of Front Services

MGM Resorts International   •  

Las Vegas, NV

Less than 5 years

Posted 182 days ago

This job is no longer available.

  • It is the responsibility of the Director of Front Services to assist the Hotel Division management team and the Senior Vice President of Operations in managing, directing, and ensuring the smooth and efficient operation of the Bell Desks and Valets at both Mandalay Bay and Delano Las Vegas.  All duties are to be performed in accordance with departmental and Mandalay Bay policies, practices, and procedures, as well as within the framework and intent of the Mandalay Bay Mission Statement.

    • Use extensive knowledge of hospitality industry to solve complex operational issues.  Focus on removing barriers and/or procedures that obstruct or prevent quality guest service experiences.
    • Evaluate employee performance and overall efficiency, providing immediate feedback to improve overall levels of productivity.
    • Assess all group travel requests and/or movements making necessary guest service arrangements to accommodate luggage and ground transportation requirements.
    • Prepare monthly and/or annual departmental budget and provide supporting documentation when necessary.  Prepare justification for budget variances and projected increases for new projects.
    • Work closely with department supervisors/managers to identify/resolve inefficient operations.  Inform the Executive Director of Hotel Operations of any issues/concerns which may adversely affect the operation.
    • Study, formulate, and recommend guest-driven service procedures that support the Mandalay Bay culture and vision to the Executive Director of Hotel Operations for consideration and future implementation.
    • Develops short and long-range departmental objectives.  Monitor, document, and notify the Executive Director of Hotel Operations of any problems that may impact or jeopardize the achievement of current and future departmental objectives.
    • Provide empowerment guidelines for departmental employees.  Establishes boundaries of employee responsibilities and authority.
    • Stay current and abreast with the latest in industry equipment and techniques.
    • Interview and recommend selection of the best qualified applicants to fill vacant key supervisory position.
    • Conduct periodic performance appraisals and counseling notices in accordance with departmental and Mandalay Bay Hotel policy.
    • Continuously evaluate staffing levels in accordance with business demand, providing recommendations for adjustments whenever possible.
    • Respond to guest correspondence and/or guest concerns in a professional and timely manner, achieving positive guest resolution.
    • Research supply sources, consult with purveyors, and ensure ongoing implementation of cost effective supply management control programs, submitting purchase orders for all supplies and equipment needed.
    • Ensure departmental operations manuals are kept current and accurately reflect the duties and functions of assigned employees.
    • Promote and develop a team oriented philosophy for providing unparalleled guest service, stressing the importance of providing a total entertainment environment.
    • Perform all other job related duties as requested.


    • At least 1 year of experience as a Front Services/Superintendent of Services in a Union (bargaining unit) property desirable.
    • Excellent customer service skills.
    • Ability to lead and mentor a team.
    • Have interpersonal skills to deal effectively with all business contacts.
    • Professional appearance and demeanor.
    • Work varied shifts, including weekends and holidays.
    • High School diploma or equivalent.
    • Able to effectively communicate in English, in both written and oral forms.


    • Bachelor’s degree in Hotel/Business Administration.
    • At least 7 years of supervisory experience in a major hotel resort complex.
    • Ability to establish and maintain an effective working relationship with employees.
    • Working knowledge of computer software such as Word, Excel, and Outlook.
    • Have an understanding of the legal ramifications and implications of various employee/customer actions.
    • Excellent organizational skills to function effectively under time constraints and within established deadlines, with particular attention to detail.
    • Must possess excellent written and verbal communication skills including writing correspondence and maintaining confidentiality of sensitive information.
    • Establish/maintain effective working relationships with staff and management.
    • Possess strong leadership qualities, sound judgment, and superior decision-making and problem-solving skills.
    • Previous experience working in a similar resort setting.
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