Director, Global Reservations

About the role

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 example, creating an energized workplace with high morale and a professional demeanor.
• Use metrics, scores and measurements to track, recognize and celebrate team success.

Partnership and Communication

• Deliver reservation support for Hard Rock Hotel & Casino Las Vegas and other HRI/SGA locations as needed.
• Build strong working relationships with key departmental leaders across the hotel and casino to achieve revenue and service goals.
• Ensure new programs, policies and procedures are communicated to staff clearly and effectively.
• Communicate in writing and verbally with clarity and precision at all levels, simplify complex information and reports, and respond to requests for help and information in a timely way.

Administrative Responsibilities

• Complete weekly department schedules, review actual department hours, and adjust staffing as needed.
• Review and update all departmental SOPs on a regular schedule.
• Approve and process applicable department invoices.
• Record and submit payroll.
• Perform other duties and projects as assigned by leadership.

Success Measures

• Forbes-aligned service and QA scores, including QA pass rate
• Reservation conversion and group pickup
• First-contact resolution and repeat contact rate
• Concession and goodwill adjustment rate
• Third-party vendor SLA and KPI attainment
• Team engagement, retention and training completion
• CSAT and NPS

Leadership Competencies

• A self-starter with fresh eyes and a strong appetite for information
• Innovative yet analytical, and a thoughtful communicator who stays purposeful and calm under pressure and in stressful situations
• A high degree of integrity and a genuine commitment to it
• Sound judgment in making required decisions
• A positive, solution-oriented attitude
• An ongoing drive to improve work and implement new ideas that advance the goals of the business
• Thrives in a competitive environment that celebrates individual and team success

Qualifications

Required

• Bachelor's degree in hospitality, business or a related field, or equivalent experience
• 7+ years of experience in reservations, group sales or hospitality operations, including 3+ years in a leadership role, within a brand or independent resort or a similar industry
• Proven record of success in sales, KPI achievement and presentation skills
• A blend of operational and sales expertise
• Effective coaching, development and decision-making skills, and the ability to handle employee guidance, coaching and counseling
• Strong organizational and problem-solving skills
• Ability to prioritize multiple tasks, work with a sense of urgency and stay detail oriented
• Strong customer service skills, with the patience, tact and diplomacy to work with internal and external guests and collect factual information
• Excellent verbal and written communication skills
• Ability to work across departments and with others at all levels
• Ability to work in a high-volume, fast-paced environment
• Schedule flexibility, including weekends, holidays and extended coverage hours as business needs require

Preferred

• Experience in luxury or Forbes-rated hospitality environments
• Experience in a gaming resort
• Experience managing a third-party or outsourced contact center vendor

Technical Proficiencies

• Excellent knowledge of property management systems (Agilysys/Passkey)
• Proficiency with central reservation systems (CRS), including Delphi
• Working knowledge of automatic call distribution (ACD) and call accounting systems, online travel agency (OTA) third-party sites and system interfaces
• Proficiency in Microsoft Office

Additional information

The Company gives preference in all of its employment practices to Native Americans. First preference in hiring, promoting and in all other aspects of employment is given to members of the Native American and Indigenous Tribes who meet the job requirements.