DIRECTOR - GUEST SERVICES

Position Overview:

The primary responsibility of the Director – Guest Services is to oversee all departmental operations and manage staff for Guest Services, Front Drive, and Parking Operations.

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures. 

Essential Duties & Responsibilities:

• Spearhead and execute the development, implementation, and measurement of guest service standards within assigned department(s) consistent with the company’s Maestro Service standards.
• Participates in the research, development, evaluation and implementation of new products, services, technology and processes to ensure The Venetian’s competitive position and in anticipation of changing customer needs within the dynamic hospitality/gaming environment.
• Works to promote a culture of continuous improvement by researching and evaluating potential changes to training, equipment, and standard operating procedures on a regular basis.
• Financial oversight for assigned department(s) P&L.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
• Works closely in mentoring/coaching the management team, including Hotel Services Managers, in additional tasks/responsibilities to optimize advancement opportunities available.

Additional Duties & Responsibilities:

• Directs Human Resources responsibilities for assigned department(s) to include creating a work environment that promotes teamwork, performance feedback, recognition, mutual respect and employee satisfaction; quality hiring, training and succession planning processes that encompass the company’s diversity commitment and compliance with company policies, legal requirements.
• Ensure departmental key-performance indicators are tracked and all team members are held accountable for any lack of performance.
• Ensure tasks and department assignments or projects are completed in a timeline manner by meeting deadlines.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.

Company Standards of Conduct

All The Venetian Resort Team Members are expected to always conduct and carry themselves in a professional manner. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Additional Duties & Responsibilities:

Additional Duties & Responsibilities:

Minimum Qualifications:

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School Diploma or equivalent.
• Bachelor’s degree in hospitality management preferred.
• Must be able to obtain and maintain an Alcohol Awareness Card and any other certification or license, as required by law or policy. 
• 5 years of hotel management experience preferred.
• Experience in leading and developing management teams.
• Experience leading in a unionized environment preferred.
• Knowledge of Collective Bargaining Agreements preferred.
• Strong interpersonal skills with the ability to communicate effectively with guests and other 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 20 pounds, unassisted, in the performance of specific tasks, as assigned.
• 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, but not limited to, CRT, noise, dust, and cigarette smoke.