MANAGER - HOTEL SERVICES

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, managing guest services areas and team members in areas such as baggage handling, traffic control, valet services, and parking operations.
• Delegate tasks and department assignments or projects while meeting deadlines.
• Evaluate schedules or timelines to ensure assignments are completed while maintaining quality service.
• Review team members’ work and provide guidance to achieve departmental goals and objectives.
• Anticipate guests’ needs, respond promptly, and foster positive guest relations.
• Manage operational functions of valet, parking operations, and bell desk in alignment with the department’s strategic vision.
• Monitor fiscal budget operations and marketing strategies to ensure both short-term and long-term profitability.
• Provide input into the research, development, evaluation, and implementation of new products, services, technology, and processes.
• Foster a work environment that promotes teamwork, performance feedback, recognition, and employee satisfaction.
• Develop staff skills to enhance departmental effectiveness and manage resources to control costs.
• Monitor team performance, identify deficiencies, and address issues promptly.
• Address team member concerns and collaborate with HR regarding disciplinary actions or changes in status.
• Conduct one-on-one meetings with team members to set goals, discuss progress, and communicate relevant property information.
• Seek ways to improve daily productivity and time efficiency of Guest Services operations.
• Maintain thorough knowledge of the proper maintenance and use of equipment.
• Respond to incoming calls within 30 seconds using correct salutations and telephone etiquette.
• Ensure staff consistently perform duties to meet guests’ needs at the hotel's expected service levels.
• Conduct Performance Enhancement Meetings for designated staff as needed.
• Provide timely delivery of items requested by guests and ensure proper storage and organization.
• Monitor assigned areas for cleanliness and take proactive measures to maintain high standards.
• Adhere to safety protocols and maintain consistent, regular attendance as essential job functions.

Required Qualifications

• Must be at least 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School Diploma or equivalent.
• Must be able to obtain and maintain a valid Nevada Driver's License, TAM, and any other required certification or license.
• 3-5 years of experience in guest services within the hospitality industry.
• Must maintain a positive attitude and interact congenially with hotel guests.
• Strong interpersonal skills with the ability to communicate effectively with diverse teams.
• Flexibility to work varied shifts, including nights, weekends, and holidays.

Preferred Qualifications

• Union experience preferred.
• Prior experience in managing valet, parking operations, or bell desk.