Director, Villa Services

About the role

A Director of Villa Services provides strategic leadership and oversight of all villa operations, ensuring an exceptional, highly personalized guest experience aligned with luxury brand standards.

Primary Job Duties

• Provide strategic leadership and operational oversight of all Villa Services, ensuring an exceptional, highly personalized guest experience that reflects Forbes Five-Star standards and brand expectations.
• Lead, mentor, and develop Villa Service teams (Managers, Butlers, Villa Coordinators), fostering a culture of anticipatory service, accountability, and continuous improvement.
• Design and implement bespoke service standards, rituals, and guest touchpoints that elevate the villa experience, ensuring consistency, creativity, and attention to detail at every stage of the guest journey.
• Oversee pre-arrival planning and in-house guest experience, ensuring all preferences, itineraries, and special requests are executed flawlessly and proactively.
• Drive service excellence through daily operations, including arrivals, departures, in-stay engagement, and post-stay follow-up, ensuring all interactions exceed guest expectations.
• Partner cross-functionally with departments including Front Office, Housekeeping, Food & Beverage, Culinary, Casino/VIP Services, and Engineering to ensure seamless execution of all villa-related services and experiences.
• Establish and enforce Standard Operating Procedures (SOPs), ensuring compliance with brand standards, operational policies, and regulatory requirements.
• Demonstrate strong business acumen through regular review and analysis of financial statements, including revenue performance, labor costs, and departmental expenses, ensuring alignment with budget and forecast goals.
• Drive profitability by identifying opportunities to increase revenue, optimize pricing strategies, and enhance villa product offerings, while maintaining a luxury guest experience.
• Manage and control expenses, ensuring cost effectiveness across all areas of the operation without compromising service standards.
• Develop and execute strategies to improve EBITDA by balancing revenue growth, labor efficiency, and expense management, while continuously seeking operational improvements.
• Oversee labor models, scheduling, and productivity standards to ensure optimal staffing levels that align with business demand and financial targets.
• Identify inefficiencies and implement process improvements that streamline operations, reduce waste, and enhance overall departmental performance.
• Oversee staffing levels, scheduling, recruitment, and retention strategies to ensure optimal coverage and a high-performing, engaged team.
• Conduct regular training, coaching, and performance evaluations, with a strong emphasis on luxury service delivery, emotional intelligence, and product knowledge.
• Maintain a strong presence in the operation, engaging directly with VIP and high-profile guests to build relationships, resolve concerns, and ensure memorable experiences.
• Collaborate with Sales, Marketing, and VIP/Casino teams to support villa positioning, promotions, and high-value guest acquisition strategies.
• Ensure all villa spaces, amenities, and service environments are maintained to the highest standards of cleanliness, presentation, and functionality.
• Maintain the highest level of confidentiality and discretion.
• Develop and provide staff advancement for promotional opportunities.
• Perform other job-related duties as requested.

Qualifications

• Bachelor’s degree in hospitality, management, or related field or equivalent combination of education, training, and work experience.
• A minimum of seven (7) years in a similar position, or five (5) years of holding progressive management positions within hotel operations of a large luxury resort.
• Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs.
• Ability to work varied shifts, including weekends and holidays.
• Strong working knowledge of Microsoft Office applications, Point of Sale systems, Property Management systems and Casino Player Tracking systems.
• Experience managing a workforce of 50 – 100 employees.
• Strong strategic planning, project management skills and superior decision-making while managing multiple priorities.
• Strong financial background with experience in managing yearly budget in excess of five (5) million dollars.
• Excellent interpersonal skills to deal effectively with guests, management, employees and other outside contacts.
• Excellent organizational skills; be able to function under time constraints and deadlines with attention to detail.
• Ability to utilize guest service satisfaction performance metrics from SALT Surveys, TripAdvisor, Yelp, etc. to generate action plans to address service opportunities.
• Ability to work varied shifts, including nights, weekends, and holidays.

Preferred

• Forbes Travel Guide trained to perform elevated service.
• Technical knowledge and experience with OPERA, Konami Synkros, Symphony, Cisco and/or Housekeeping HotSOS, Agilysys, Micros.
• Previous experience working in a call center, concierge, fine dining restaurant, front desk, and/or VIP Lounge.
• Bilingual.
• Previous experience working in a large, luxury resort setting.

Minimum Education And Experience

• At least 21 years of age.
• Bachelor’s degree in hospitality, management, or related field or equivalent combination of education, training, and work experience.

Policies and Procedures

• Everyone is an Ambassador–No matter where you work at Resorts World Las Vegas, it is your responsibility to treat this property like you would your own home.
• No one gets hurt, everyone feels secure, the environment is clean, and every guest gets what they need.
• Everyone works in Safety–If you have a safety concern, it is your responsibility to address it by correcting it or notifying the appropriate department or individual.
• Everyone works in Security–If you See Something, it is your responsibility to Say Something. You must notify the appropriate department or individual if you feel there is a security concern.
• Everyone works in EVS–If there is trash on the floor, it is your responsibility to pick it up. If it is a mess that needs more attention, it is your responsibility to notify the appropriate department or individual.
• Everyone works in Guest Experience–If a guest needs assistance, it is your responsibility to assist that guest and do so with a smile. If the guest needs more assistance than you can provide, it is your responsibility to notify the appropriate department or individual.