MANAGER - HOTEL SERVICES

Position Overview:

The primary responsibility of the Manager – Hotel Services is to manage operations Bell Services, Valet Parking and Parking Operations. 

All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures. This is a safety-related position. 

Essential Duties & Responsibilities:

• Manage the delivery and measurement of guest service within valet and bell desk consistent with the company’s core service standards and brand attributes.
• Oversee day-to-day operations, manage guest services areas, and team members, including, but not limited to, baggage handling, traffic control, valet services, and parking operations in guest services, etc.
• Delegate tasks and department assignments or projects, meeting deadlines related to those assignments.
• Evaluate schedule or timeline related to the completion of assignments, while maintaining service and/or product quality.
• Review the work of team members and provide guidance and counsel when needed to achieve department goals and objectives.
• Anticipate guests’ needs, respond promptly, and acknowledge all guests, while maintaining positive guest relations.
• Manage assigned operational functions of valet, parking operations and bell desk consistent with the strategic plan and vision for the department.
• Manage and monitor fiscal budget operations of valet, parking operations and bell desk and marketing strategies to produce both short term and long-term profitability.

Additional Duties & Responsibilities:

• Provide input into the research, development, evaluation and implementation of new products, services, technology, and processes to ensure competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.
• Management responsibilities that 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; adherence to the company’s status quo third party representation philosophy; compliance with company policies, legal requirements, and collective bargaining agreements.
• Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
• Monitor team performance in all phases of service and job functions; rectify deficiencies.
• Handle Team Member’s concerns. Work collectively with HR regarding serious discipline, termination, and change in status of probation for consideration by higher management.
• Conduct assigned one on one meetings with team, establishing goals, discussing progress, and communicating relevant property information.
• Monitor, manage, and seek ways to improve daily productivity and time efficiency of Guest Services operations.
• Maintain complete knowledge of correct maintenance and use of equipment, and use equipment only as intended.

Additional Duties & Responsibilities:

• Respond to incoming calls within 30 seconds, using correct salutations and telephone etiquette.
• Monitor and ensure staff performs job functions to facilitate guests’ needs and to the hotel’s expected level of service.
• Conduct Performance Enhancement Meetings of designated staff annually or as needed, depending on date of hire and/or completion of 90-day introductory period.
• Provide timely delivery of items requested by guests.
• Retrieve items from landing/service areas and return them to the proper storage area.
• Monitor assigned areas and maintain cleanliness by removing trash, wiping down shelves and counters, sweeping and removing non-floor closet items.
• Safety is an essential function of this job.
• Consistent and regular attendance is an essential function of this job.
• Perform other related duties as assigned.

Company Standards of Conduct

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

Additional Duties & Responsibilities:

Minimum Qualifications:

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School Diploma or equivalent.
• Union experience preferred
• Must be able to obtain and maintain a valid Nevada Driver's License, TAM and any other certification or license, as required by law or policy. 
• 3 - 5 years of experience in guest services in the hospitality industry.
• Prior experience in management of valet, parking operations or bell desk highly preferred.
• Must maintain a positive attitude toward work and interface with hotel guests in a congenial and polite manner.
• 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:

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School Diploma or equivalent.
• Union experience preferred
• Must be able to obtain and maintain a valid Nevada Driver's License, TAM and any other certification or license, as required by law or policy. 
• 3 - 5 years of experience in guest services in the hospitality industry.
• Prior experience in management of valet, parking operations or bell desk highly preferred.
• Must maintain a positive attitude toward work and interface with hotel guests in a congenial and polite manner.
• 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.