Position Overview:
The primary responsibility of the Manager – Front Services is to oversee and direct the work of a team of approximately 20 Guest Services team members for various roles within the operation, manage the daily operation of the Guest Services Department, be a liaison between internal departments and assist with guest needs. 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:
- Oversee day-to-day operations and manage Guest Services areas and Team Members, including, but not limited to, baggage handling, traffic control, valet services, busser and runner in guest services, etc.
- Interfaces with the various operational and non-operational departments including but not limited to the Business Center, Package Center, Housekeeping Department, Front Office, Security, Concierge and Floral Services.
- Coach, train, direct the work of new hires, provide recommendations regarding 90 day probationary periods and provide leadership and guidance to assigned team members.
- Handles team member complaints and concerns and makes recommendations 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.
- Keeps information confidential as requested by management.
- Monitors, manages and seeks ways to improve daily productivity and time efficiency of Guest Services operations.
- Maintains complete knowledge of correct maintenance and use of equipment, and uses equipment only as intended.
Additional Duties & Responsibilities:
- Anticipates guests’ needs, responds promptly, and acknowledges all guests, while maintaining positive guest relations.
- Responds to incoming calls within three rings, using correct salutations and telephone etiquette.
- Manages responsibilities for the department to include: hiring of new Team Members, promotions, creating a work environment that promotes teamwork, performance feedback, discipline, recognition, and termination.
- Monitors and ensures that staff perform their job functions to facilitate guests needs and to the hotel’s expected level of service.
- Conducts Performance Enhancement Meetings of designated staff annually or as needed, depending on date of hire and/or completion of 90-day introductory period.
- Provides timely delivery of any items requested by guests.
- Retrieves items from landing/service areas and returns to proper storage area.
- Monitors assigned areas and maintain cleanliness by removing trash, wiping down shelves and counters, sweeping and removing non-floor closet items.
- Consistent and regular attendance is an essential function of this job.
- Performs other related duties as assigned.
Additional Duties & Responsibilities:
Company Standards of Conduct
All 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.
- Must be able to obtain and maintain a valid Nevada Driver's License and Alcohol Awareness (TAM) card, as well as any other certification or license, as required by law or policy.
- 2 years of experience in guest services.
- 2 years of experience as a supervisor in the hospitality industry preferred.
- Ability to communicate clearly and effectively in English, both in spoken and written form.
- 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 50 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.
