POSITION OVERVIEW:

The primary responsibility of the Manager - Resort Services is to manage Resort Services Team Members and operations to include Hotel, Restaurant, Show and Casino Reservations, Telecom, Guest Services, Priority Services, and overflow needs from Resort Concierge and Front Desk.
All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures.

MINIMUM QUALIFICATIONS:

• 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 Nevada Gaming Control Board registration, Alcohol Awareness (TAM) card, and any other certification or license, as required by law or policy.
• 5 years’ experience in management is preferred.
• Extensive knowledge of LMS, ACSC, Passkey, and Archtics is required.
• Proficient in all Resort Services operating software systems.

MINIMUM QUALIFICATIONS:

• Knowledge of Xtend Software, SDD Jazz, HotSOS, Zingle, and Northern Telecom Meridian Console.
• Must be able to type 35 wpm, excellent computer and communication skills required.
• Professional phone manner, self-motivated, detail oriented, be able to multitask and be organized.
• 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 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.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Manage all Resort Services Specialists to ensure they are providing unmatched guest service.
• Obtain the ability to answer questions directed from Resort Services team members, casino hosts, executives, and guests.
• Manage and motivate team-members in a fast-paced environment.
• Create a work environment that promotes teamwork, recognition, mutual respect and employee satisfaction.
• Attempt to resolve guest complaints and requests in an efficient manner ensuring guest satisfaction.
• Delegate tasks and departmental assignments or projects, meeting deadlines related to those assignments.
• Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.
• Manage assigned staff to include: hiring recommendations that encompass the company’s diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling.

ADDITIONAL DUTIES & RESPONSIBILITIES:

• Complete and review assigned department reports.
• Focus and achieve the goals or objectives of the department using available resources (staff and budgetary).
• 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; rectifies deficiencies.
• Maintain all safety protocols as a part of an essential function of this job.
• Maintain consistent and regular attendance as an essential function of this job.
• 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.