Posted: Monday, March 13, 2017 6:12 PM
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 The Palazzo Casino Resorts policies, practices, and procedures.
: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 companys diversity commitment; training; coaching; performance feedback, recommending and administering discipline, and scheduling. Complete and review assigned department reports.
: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.
:Performs any other related duties as assigned.
: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.
:Manage staff and organize department functions in accordance with company guidelines. Delegate tasks and department 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.
:Focus on achieving the goals or objectives of the department using available resources (staff and budgetary).
:Successfully manages a 5:Star and 5:Diamond Resort Services Team.
:Develops staff skills to enhance department effectiveness and manage resources to eliminate excess cost or unnecessary expenditures.
:Monitors team performance in all phases of service and job functions; rectify deficiencies.
:Manage staff and organize department functions in accordance with company guidelines.
:Consistent and regular attendance is an essential function of this job
:Performs other related duties as assigned 13;
:Proof of authorization/eligibility to work in the United States.
:High school diploma or equivalent.
:Gaming and 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.
:Must be able to work varied shifts, including weekends and holidays.
:Extensive knowledge of LMS, ACSC, Passkey, and Archtics is required.
:Knowledge of Xtend Software, SDD Jazz, HotSOS, 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 work in a fast:paced, busy, and somewhat stressful environment.
:Must be able to touch and handle supplies in a safe
• Location: Las Vegas
• Post ID: 25514946 lasvegas