Coming soon to the Las Vegas Strip, Hard Rock Las Vegas will be a fully integrated luxury resort offering world-class hospitality, gaming, dining, entertainment and retail. Positioned on the 50-yard line of the Strip, the resort will feature a nearly 700 ft. guitar-shaped hotel that will change the Las Vegas skyline. The finished complex will feature over 3,700 hotel rooms, approximately 175,000 square feet of gaming space, two spas, multiple pools, live entertainment venues and dozens of restaurants, lounges and retail outlets.
The Director – Global Reservations leads the Group, Leisure and Social reservations teams for our Hard Rock Hotel & Casino Las Vegas. The role delivers Forbes Travel Guide level service at every guest touchpoint, from first contact through confirmation. Through policy compliance and strong oversight of our third-party contact center partner, it also drives revenue.
Service Excellence: Forbes Travel Guide Standards
Own the reservations guest experience across phone, email, chat and agentic AI Agents, from first contact through confirmation, to Forbes Travel Guide standards.
Translate Forbes standards into call flows, scripts, knowledge base content and QA scorecards, built from a single policy source of truth for both in-house and third-party teams.
Build recognition and personalization into every interaction, including VIP, loyalty and returning guests, to meet the expectations of the Las Vegas market.
Set service recovery standards with clear authority limits for concessions and goodwill adjustments, and defined escalation paths for complaints.
Lead QA monitoring, calibration sessions and standards audits, and act on the results to keep service consistent across agents, channels and vendors.
Reduce repeat contacts and escalations by driving resolution at first contact.
Handle internal and external guest complaints promptly, fairly and in line with policy.
Key Responsibilities
Revenue and Compliance
Drive hotel and casino revenue through disciplined selling, using proper selling techniques to improve conversion, group pickup and upsell.
Meet and exceed departmental KPIs and contribute to strategies that achieve the property's financial objectives.
Govern concessions and goodwill adjustments through defined authority limits, so that exceptions do not become revenue leakage.
Enforce hotel and casino policies and procedures, and ensure that promotions, offers, rates and wagering-related restrictions are described accurately and consistently to guests.
Ensure the Group Reservations Manager and group team understand planned marketing efforts, including drop dates and specific offers.
Support the Group Reservations Techniques and ensure they are consistently applied across the office.
Maintain audit-ready documentation of reservations, concessions and guest interactions.
Third-Party Vendor Oversight
Own the performance of, and relationship with, the Las Vegas–based third-party contact center, including SLA and KPI attainment.
Monitor and calibrate vendor quality scores against Forbes-aligned standards, and require corrective action when results fall short.
Ensure vendor scripts, training and knowledge base content match the same policy source of truth used by in-house teams.
Enforce concession and escalation authority limits for vendor agents.
Lead regular governance reviews with the vendor, including weekly QA trends and monthly performance reviews.
Team Leadership and Talent
Lead the Group, Leisure and Social reservations teams and, together with the Group Manager, recruit, train, develop and retain a high-performing, results-driven team.
Recruit proactively, always looking for top talent within the organization and outside it.
Drive continuous improvement of training and learning for all team members, and ensure training requirements and manuals are clear, detailed, complete and up to date.
Prepare and deliver performance reviews, and provide employee guidance, coaching and counseling.
Lead by positive…