Manager - Resort Services

The Venetian Resort Las Vegas; Las Vegas (NV); On-site; USD 90,000 - 140,000; Full time

Job summary

The Venetian Resort Las Vegas is seeking a Manager - Resort Services to lead the Resort Services Team Members and operations across hotel, restaurant, show and casino reservations, telecom, guest services, and priority services. You will ensure alignment with policies and drive exceptional guest experiences.

Key duties include staff management, answering complex guest inquiries, and prioritizing service excellence in a fast-paced, luxury resort setting.

Qualifications

• 21 years of age or older.
• Authorized to work in the United States.
• High School diploma or equivalent.
• Ability to obtain Nevada Gaming Control Board registration and TAM alcohol awareness card.
• 5 years’ management experience preferred.
• Extensive knowledge of LMS, ACSC, Passkey, and Archtics.
• Proficient in Resort Services operating software systems.

Responsibilities

• Manage Resort Services Specialists to ensure unmatched guest service.
• Answer questions from Resort Services staff, casino hosts, executives, and guests.
• Motivate team-members in a fast-paced environment.
• Create a work environment promoting teamwork, recognition and employee satisfaction.
• Resolve guest complaints and requests efficiently to ensure guest satisfaction.
• Delegate tasks and projects, and monitor deadlines.
• Evaluate schedules to maintain service and product quality.
• Oversee hiring, training, coaching, performance feedback and scheduling.

Skills

Age requirement

Work authorization US

English communication

Type 35 wpm

Team leadership

Customer service

Shift flexibility

Education

High school diploma or equivalent

Tools

Xtend Software

SDD Jazz

HotSOS

Zingle

Northern Telecom Meridian Console

LMS

Passkey

Archtics

Job description

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.

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.

Company Standards of Conduct

All The Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

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.