Job description

The VP & General Manager of Nobu Hotel & Luxury Services oversees all operations of Nobu Hotel, Qua Baths & Spa, and a luxury collection of over 500+ butler serviced suites, high limit gaming salons, penthouses and villas including fine dining food and beverage service. The leader has the responsibility to develop and drive the operational strategy for the hotel to ensure that it aligns with the Company’s commitment to delivering global hospitality, intuitive service, and a collaborative culture. As the leader of the hotel, this leader is accountable for the guest experience, team member engagement, financial performance, revenue generation among other responsibilities. The VP & General Manager actively participates in the operation – leads by example and inspects what they expect. The leader will need to be immediately aware of stakeholders concerns and needs, which may range from extending service to partnering with other departments around the Company to deliver proactive and anticipatory service.

The leader in this role will be a true culture carrier that demonstrates genuine heart and service with our guests, travel partners, casino marketing, and luxury community. This leader must influence positive results in team member and guest experience for a complex operating environment for a hotel within a hotel concept. They will be comfortable in seeking out new experiences, exploring the unknown, and unlikely to have a routine. This leader will seek new luxury sales partnerships and relationships within the hotel community and take a general interest in the personal stories of the individuals they meet and work with. They are steadfast in creating productive, harmonious relationships by seeing the bumps in the road ahead of time and taking precautions to steer around and resolve potential conflicts with all stakeholders; and will partner within the hotel and hotel community to establish mutually beneficial relationships and can integrate to fit any situation or audience. Finally, this leader will exhibit emotional maturity and intellectual health to adapt to a variety of situations that may occur with the demands within the lifestyle of high-net-worth individuals and ultra-luxury hospitality operations.

All duties are to be performed in accordance with departmental, property, and corporate policies, practices, and procedures.

ESSENTIAL JOB FUNCTIONS:

• Collaborates frequently with Nobu Hospitality for support, clarification, direction, approval and potential risks; comfortable in leading through ambiguity to achieve certainty; ensure the balance of needs and direction between Caesars Entertainment leadership and Nobu Hospitality.
• Takes ownership of the short and long-term profitability of the hotel by interpreting a P&L fluently to educate what the needs are to drive to-line revenue and what costs to control to enhance gross operating profit.
• Act as the building operator of Nobu Hotel and The Villas at Caesars Palace and create relationships and connections within the Company. The VP & General Manager is expected to participate in local boards, community service projects, and events that represent hospitality for the hotel.
• Oversees the daily and long-term responsibility for food and beverage service provided to villas, penthouses, VIP, and high net-worth guests.
• Leads with a passion for excellence and able to drive innovation around luxury product and services with a critical eye for detail, while working on a large campus in a 55+ year old property.
• Manages through controlling operating & labor expenses without compromising guest and employee experience.
• Leads from experience with proven results in capital project management and driving profits with ability to "dive deep" yet manage the "big picture."
• Generates meaningful synergy through streamlining operations, people, creating subject matter experts and initiatives for service, capital, product offerings/developments, brand marketing, and service standards.
• Manages with exceptional personal presence with employees and guests; highly engaged in day-to-day operations.
• Shows relentless prioritization and data-driven decision-making to ensure the team is working towards the right goals and has the tools needed to achieve them.
• Designs and develops additional product, premium experience, and ancillary revenue streams within the hotel vertical.
• Collaborates cross-functionally with revenue, marketing, corporate facilities, design/construction, and hotel operations teams to implement best practices, programs, and procedures to drive revenue, efficiency, service, and productivity.
• Encourages team members to leverage the Nobu Hospitality and Caesars Entertainment empowerment guidelines to create experiences for our guests that are thoughtful and authentic; ensure team members are educated thoroughly of Family Style Service methods; model and uphold Caesars Entertainment standards consistently and utilize guest feedback to improve service delivery.
• Believes in and exhibit the service chain profit theory and know that engaged employees create engaged and return guests; not only does the VP & General Manager respond urgently to Trip Advisor compliments and concerns it also has a pulse on the level of engagement of the teams and knows a Glassdoor comment is just as critical to the hotel operations.
• Dives deep into revenue management and the sales and marketing efforts by measuring the effectiveness of broad-based marketing plans and yield management efforts to diversify sources of revenue and maximize the number of market segments needed, does not rely on the status-quo.
• Actively participates with monitoring financials, revenue reporting, operations of assigned department(s) and marketing strategies to produce both short-term and long-term profitability.
• Creates a work environment which promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment; compliance with company policies, legal requirements and collective bargaining agreements.
• Develops the region of resort’s competitive advantage by attracting and acquiring talent that strengthens the resort’s operating performance, service culture, and team member engagement to maximize capability to drive operational excellence.
• Performs all other job-related duties as requested.

QUALIFICATIONS:

Required:

• Bachelor’s degree in Hotel Management, Business Administration, or related field.
• At least 10 years of employment in luxury hotel operations management overseeing multiple operational departments and their respective P&Ls within rooms, and food and beverage.
• At least 7 years’ experience leading full-service and/or luxury hotels as a General Manager, Hotel Manager or Resort Manager (#2 executive committee leader) in a large, luxury hotel comparable in size.
• Tenured in owner relations, as the owner and investors frequent the operations daily.
• Exceptional aptitude in managing budgets, driving commercial performance, increasing revenue and profitability.
• Excellent customer service, strategic, analytical skills with strong quantitative and qualitative skills.
• Proven track record of leading initiatives, achieving goals, and succeeding in a team environment.
• Professional appearance and demeanor.
• Strong demonstration of financial acumen, emphasizing P+L fluency, cost control measures, and revenue-generating practices.
• Adaptable interpersonal skills to represent the hotel to local stakeholders, owners, opinion makers, business executives, and team members.
• Work varied shifts, including weekends and holidays. The hospitality business functions seven (7) days a week, twenty-four (24) hours a day and scheduled days and times may vary based on need.
• Able to effectively communicate in English, in both written and oral forms.

Preferred:

• Luxury resort experience with robust food, beverage, revenue, and rooms operations.
• Managing a large multi-cultural workforce with greater than 200+ team members.
• Proficient in writing and speaking Cantonese and/or Mandarin.
• Previous experience working with platforms such as InfoGenesis, Tableau, SQL, LMS and/or Opera.
• Proven track record of improving Medallia, Forbes and LQA through a balance of inspiration and accountability.
• Previous experience with project management and proven track record of effectively communicating and presenting information to corporate and property leadership.

Critical Competencies:

• Highly analytical in thought and recommendations; and continually seek out the facts; can express a point of view without it be driven by an ego.
• Engages others in general conversation tactics to build rapport quickly; and can lead and adapt communication and presentation tactics to engage audience; displays adaptable interpersonal skills for a wide range of audiences and stakeholder.
• Ability to articulate an inspiring vision that creates a purposeful and unified mission of the hotel’s people, product, and service transformation.
• Ability to motivate and inspire different generations & demographics of a team.
• Exceptional personal presence with employees and guests; highly engaged in day-to-day operation.
• Is at ease with themselves – mature, confident, patient, and humble – good EQ for a large team and a discerning guest.
• Negotiation and diplomacy skills with team members, guests, corporate partners, and ownership.
• Understands the importance of being a visible, engaged, and respectful community leader.
• Ability to integrate into a large experienced/accomplished team and lead from the heart.
• Genuine and approachable.
• Approaches fact finding and discovery missions in a collaborative effort; values input and experiences of others that creates additional insight to uncover deeper issues that need to be addressed or removed as a barrier to implementation.
• Passionate in driving results of their effort and others; can influence others to take direction to execute on strategy through tactical methods; and is comfortable in prioritizing their work and that of others.
• Comfortable in being a “general” in identifying strategic needs yet can be a “soldier” to ensure the implementation of a strategic plan is implemented.
• Values the importance of making decisions with integrity, maintaining confidentiality across internal work groups and knows how to use discretion when appropriate; understands the difference between transparency and confidentiality.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

• Must be able to work flexible hours, including evenings and weekends.
• Fast paced environment, multiple tasks to be handled under time constraint.
• Must be able to handle a heavy business volume, and sensitive situations relating to team member, candidate, and guest problems, in a timely manner.
• Must be able to tolerate areas containing secondhand smoke.
• Must be able to lift and carry 35 pounds.
• Must be able to bend, crouch, kneel, twist and work at a desk/counter when performing functions of the job.
• Respond to visual and aural cues.
• Must have manual dexterity to operate all office equipment.
• Must be able to recognize and respond to individuals with questions.
• Must be able to maneuver around office and property.

DIRECTLY SUPERVISES:

• Managing Director Luxury Services (1)
• Assistant Director- Nobu Hotel Operations (1)
• Spa Manager (1)

Job Type: Full-time

Pay: $96,287.49 - $271,281.19 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• On call
• Overnight shift
• Weekend availability

Ability to commute/relocate:

• Las Vegas, NV 89109: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel management: 7 years (Required)
• Hospitality: 7 years (Required)

Work Location: In person

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