Hotel Services Manager

Position Overview

The primary responsibility of the Manager – Hotel Services is to manage operations for 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.

Key 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 baggage handling, traffic control, valet services, and parking operations.
• Delegate tasks and department assignments or projects, ensuring deadlines are met.
• Evaluate schedules and timelines related to assignment completions while maintaining service and product quality.
• Review team members’ work and provide guidance to achieve department goals.
• Anticipate guests’ needs, respond promptly, and maintain positive guest relations.
• Manage operational functions of valet, parking operations, and bell desk in line with the strategic plan and vision for the department.
• Monitor fiscal budget operations and marketing strategies to ensure both short-term and long-term profitability.
• Contribute to the research, development, evaluation, and implementation of new products, services, technologies, and processes to remain competitive in a dynamic hospitality and gaming environment.
• Ensure a work environment that promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction, including quality hiring, training, and succession planning.
• Develop staff skills to enhance department effectiveness and manage resources efficiently.
• Monitor team performance across all service phases and rectify deficiencies when identified.
• Address team members’ concerns in coordination with HR regarding disciplinary actions or changes in probation status.
• Conduct one-on-one meetings with team members to establish goals, discuss progress, and share property updates.
• Continuously seek ways to enhance daily productivity and time efficiency in Guest Services operations.
• Maintain proper knowledge and use of equipment, ensuring its use meets intended purposes.
• Respond to incoming calls within 30 seconds using proper salutations and telephone etiquette.
• Ensure staff performs job functions to meet guest needs at the hotel’s expected level of service.
• Conduct Performance Enhancement Meetings with designated staff as required, such as after the 90-day introductory period.
• Provide timely delivery of items requested by guests and manage retrieval and return of items appropriately.
• Maintain cleanliness in assigned areas by managing trash, wiping down surfaces, sweeping, and organizing storage areas.
• Safety is an essential function of this job.
• Consistent and regular attendance is required.
• Perform other related duties as assigned.

Required 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 within the hospitality industry.
• Prior experience in managing valet, parking operations, or bell desk highly preferred.
• Must maintain a positive attitude when interfacing with hotel guests in a congenial and polite manner.
• Strong interpersonal skills with the ability to communicate effectively with guests and team members from diverse backgrounds.
• Ability to work varied shifts, including nights, weekends, and holidays.

Company Standards of Conduct

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