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Guest Services Manager Varied Shifts
FUNCTION:
Responsible for providing direction and leadership of the valet parking and bell person teams, ensuring outstanding guest service is provided, while managing the efficiency of valet and bell services.
RESPONSIBILITIES:
- Works closely with the VP of Hotel Operations to implement strategic initiatives as guided by the high standards of the Nugget Casino Resort.
- Leads the implementation of policies, operating procedures, training programs, hiring, manuals, directives, work schedules, rules, and regulations for all valet and bell teams.
- Responsible for employee engagement and guest experience for the valet parking and bell desk teams, utilizing the tools provided and through coaching, training, rewards, and development.
- Ensure vehicles in valet are safe, secure, and parked or retrieved in a timely manner.
- Using the Nuggets scheduling program; ensure staff scheduling is adequate based on business needs.
- Ensure Bell / Valet staff is performing their duties according to Nugget policies and procedures.
- Perform duties of subordinates during peak periods or as appropriate.
- Prepare and present employee observations, annual appraisals, and counseling notices in a timely manner.
- Document and maintain all necessary records, reports, log entries, incident reports and or security reports.
- Recommend and implement ways to better the operations of the Bell / Valet department.
- Plans and coordinates the Bell / Valet operation based on business needs, arrivals, departures, functions, conventions, and events.
- Proactively attends to guests, handles guest complaints and concerns in a professional courteous manner.
- Work closely with Security and Risk Management regarding accidents, lost or stolen property and or compromised guest service.
- Establish and maintain effective channels of communication with all levels of the Nugget team and guests.
- Using the Nugget’s system of recognition, recognize team members who are going “above and beyond” as appropriate.
- Knowledgeable of and consistently follow Nugget policies and procedures as well as appropriate local, state, and federal regulations.
- Perform work in a safe manner and always maintain a safe environment for fellow team members and guests alike.
- Immediately report unsafe conditions, team member or guest incidents to Security, Management, and the Safety Manager.
- Maintain a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same.
- Regular predictable attendance is required.
- Other duties and responsibilities as assigned.
REPORTING RELATIONSHIPS: VP of Hotel Operations
MINIMUM REQUIREMENTS:
Minimum 21 years of age.
EDUCATION LEVEL:
High School diploma or equivalent is required. Bachelor’s degree in hospitality, management, or related field preferred.
LANGUAGE:
Effectively communicate with others both verbally and in written form using the English language.
EXPERIENCE:
Minimum 3 years of experience in the direction and management of employees in a similar hotel/casino environment.
SPECIAL SKILLS:
LICENSE/CERTIFICATION:
Alcohol Awareness Certification within the first 30 days required.
Valid Nevada driver's license and clean 3-year DMV record required.
PHSYICAL DEMANDS AND WORK ENVIRONMENT:
Ability to walk, stand, or sit for extended periods of time.
Ability to lift, and move product up to 80 lbs.
Fine finger manipulation.
Work environment may include smoke and variable temperature, lighting, and noise levels.
Work may be performed indoors and outdoors during special events.
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