Job Title: Manager - Resort Services
Full Time
Job Description:
The primary responsibility of the Resort Services Shift Manager is to manage Resort Services team members and operations to include Hotel, Restaurant, Show and Casino Reservations, Telecom, Guest Services, Priority Services, and overflow calls from Resort Concierge and Front Desk. All duties are to be performed in accordance with departmental and The Venetian and The Palazzo Resort Hotel Casino’s policies, practices, and procedures.
Job Requirements:
Minimum Employment Requirements:21 years of age, proof of authorization/eligibility to work in the United States, high school diploma or equivalent. Gaming & TAM Licensing required. Ability to communicate effectively in a positive/upbeat fashion utilizing English, both in oral and written form. Have interpersonal skills with focused attention to guest needs to deal effectively with all business contacts. Maintain a professional, neat and well-groomed appearance adhering to Company appearance standards. Maintain consistent adherence to The Venetian and The Palazzo Unmatched Guest Service Standards. Work varied shifts, including weekends and holidays.

Specific Position Requirements: Extensive knowledge of LMS, ACSC, Passkey, and Archtics is required. Knowledge of Xtend Software, SDD Jazz, HotSOS, and Northern Telecom Meridian Console. Fluency in English, both verbal and non-verbal. 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.Work in a fast-paced, busy, and somewhat stressful environment. Maintain physical stamina and proper mental attitude while dealing effectively with guests, management, team members, and outside contacts while working under pressure and meeting deadlines. Must be able to frequently move freely about the office, maintain manual dexterity to access computer via computer keyboard and operate office equipment, such as telephones, copiers, fax machine, etc., withstand various activities such as frequent walking, sitting for long periods and withstand prolonged standing, stretching, bending and kneeling without restriction. Be able to work indoors and be exposed to various environmental factors such as, but not limited to CRT fatigue, noise, dust, cigarette smoke, and be able to access all areas of the property.
  • Manages Resort Services Level 1 through Level 5 Agents / Specialists to ensure they are providing Unmatched, 5 Star/5 Diamond service. Provide coaching, performance feedback and recommending and administering discipline when/if needed. Creates a work environment that promotes teamwork, recognition, mutual respect and employee satisfaction.
  • Ability to answer questions directed from Resort Services team members, hosts, executives, and guests.
  • Attempts to resolve guest complaints and requests in an efficient manner ensuring guest satisfaction.
  • Complete knowledge of LMS, ACSC, Archtics, Passkey, Open Table, Xtend, SDD Jazz, and HotSOS.
  • Manages assigned staff to include: hiring recommendations that encompass the company’s diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling. Complete and review assigned department reports.
  • Performs any other related duties as assigned.
Manage staff and organize department functions in accordance with company guidelines. Delegate tasks and department assignments or projects, meeting deadlines related to those assignments. Focus on achieving the goals or objectives of the department using available resources (staff and budgetary). Evaluate the schedule or timelines related to the completion of assignments, while maintaining service and/or product quality.

Develop staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.

Ability to lift or carry a minimum of 20 pounds unassisted in the performance of specific tasks assigned. Must be able to work with others, communicate well, give direction, review the work of others, and provide guidance and counsel when needed to achieve department goals and objectives. Must maintain a positive attitude toward work and interface with hotel guests in a congenial and polite manner. Must be able to address stressful situations with clients with dignity and the utmost tact and politeness. Must be able to touch and handle supplies in a safe and non-hazardous manner, maintaining proper hygiene, cleanliness, and disposal methods.
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