Assistant Director - Milano Operations

About the role

The Assistant Director of Milano Operations serves as the senior leader for Milano operations, providing strategic oversight and ensuring flawless execution of all VIP guest experiences. This role leads and inspires a dedicated team to deliver unparalleled personalized service and manages the exclusive inventory of premium suites. The ideal candidate is a seasoned hospitality leader with strong operational background, exceptional business acumen, and a passion for creating extraordinary guest experiences.

Responsibilities

• Provide dynamic leadership, mentorship, and daily direction to VIP Coordinators, Lounge Attendants, and Milano Ambassadors.
• Partner closely with the Butler Management Team to ensure seamless luxury service integration.
• Manage day-to-day team logistics, including recruitment, onboarding, scheduling, and professional development.
• Conduct performance evaluations and recommend corrective actions or professional development plans.
• Possess authoritative input on critical personnel decisions, including hiring, promotion, and termination.
• Manage the strategic room inventory for 275 Milano Suites and Signature Suites.
• Oversee room blocks, suite allocations, and inventory controls to optimize occupancy and maximize yield.
• Collaborate closely with Sales, Marketing, and Revenue Management to guarantee suite availability for VIP guests.
• Direct the daily operations of VIP Services and Milano Operations, upholding strict Forbes Travel Guide and AAA Five Diamond standards.
• Oversee the efficiency of VIP check-in/out procedures and the Palazzo Milano Lounge guest experience.
• Supervise the execution and quality control of the Milano Concierge program.
• Design and implement innovative service recovery processes to resolve guest issues proactively.
• Act as the senior point of contact for high-profile and high-net-worth guests.
• Direct pre-arrival outreach and preference profiling to deliver hyper-personalized guest experiences.
• Enforce strict privacy and security protocols for all VIPs, coordinating directly with Executive Protection and Resort Security.
• Act as the primary operational liaison between VIP Services and Casino Marketing, Housekeeping, and Food & Beverage.
• Assist the Executive Director with strategic planning, departmental budgeting, and cost-control measures.
• Monitor financial performance, analyze key performance indicators (KPIs), and draft executive reports on guest satisfaction and room metrics.
• Ensure departmental compliance with local gaming regulations, including Title 31 and Anti-Money Laundering (AML) awareness and reporting.
• Perform other related duties as assigned.

Requirements

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School Diploma or equivalent; Bachelor’s Degree in Hospitality preferred.
• Must be able to obtain and maintain a Nevada Gaming Employee Registration, an Alcohol Awareness (TAM) Card, a Southern Nevada Health District (SNHD) Food Handler Safety Training Card, valid Nevada Driver’s License, and any other certification or license required by law or policy.
• A minimum of 5-7 years of progressive leadership experience in a luxury hotel environment, with a strong preference for experience in Luxury Services or Front Office Management.
• Demonstrated experience and strong understanding of hotel room inventory and rack management, preferably with a large, complex suite inventory.
• Working knowledge of and proficiency with LMS and other hospitality-related software.
• Strong analytical and problem-solving skills.
• Proven ability to manage departmental budgets, control costs, and contribute to revenue-generating strategies.
• Natural motivational leader with the ability to inspire, coach, and develop a high-performing team.
• Strategic thinker capable of balancing day-to-day operational needs with long-term strategic goals.
• Decisive and composed with the ability to make critical decisions effectively, especially in a fast-paced, high-pressure environment.
• Detail-oriented and organized with impeccable organizational skills to manage multiple priorities and complex logistics.
• Passion for excellence with an inherent drive to exceed expectations and set new standards in luxury hospitality.
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• Strong interpersonal skills with the ability to communicate effectively with guests and team members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends, and holidays.

Physical Requirements

• Must be able to lift or carry 25 pounds, unassisted, in the performance of specific tasks.
• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend, and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as CRT, noise, dust, and cigarette smoke.