Manager, Valet

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.   To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

POSITION SUMMARY:

The incumbent in this position is responsible for providing superior guest services to both internal and external customers through the coordination and supervision of the Valet Department. Incumbent will ensure the safe and efficient, transportation, arrival, and departure of Hard Rock Casino guests and Team Member vehicles, as well as the coordination and over site of the property shuttle bus and coat check.

ESSENTIAL FUNCTIONS:

(These functions are intended as a general illustration of the work performed in this job classification and are not all inclusive for this position)

- Conducts him/herself in accordance with all Gaming Commission Regulations as well as departmental policies and procedures.
- Works with existing Hard Rock standards and develops property-specific standards to ensure exceptional quality, value, and presentation.
- Manages daily work assignments of valet functions.
- Assist with department budget and ensure operational supplies inventory is maintained.
- Works with chosen MIS to ensure proper use of ticketing system.
- Creates a culture of high ethical standards, integrity, and service at all times.
- Implements systems that help anticipate the needs of our guests.
- Performs detailed operation inspections, seeks opportunities to improve performance and implements action plans for improvement.
- Recommends to Senior Management operational enhancements that support initiatives and promote excellence.
- Creates a culture of excellence and professionalism as it relates to customer service, employee relationships and interdepartmental interactions.
- Coaches, mentors, and motivates the team to provide an exceptional guest experience, consistent with industry-observed luxury travel standards (AAA / Forbes).
- Creates a culture of accountability through quality control metrics for Guest Service performance.
- Develop department members’ knowledge and skills through education, training, and coaching.
- Ensures integration and teamwork for the department in a positive environment.
- Assure all safety policies and procedures are followed.
- Utilize technology to ensure maintenance of property is consistent with industry-observed luxury travel standards (AAA / Forbes).
- Ensure prompt and discreet notification to leadership team and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
- Other duties as assigned.

NON-ESSENTIAL JOB FUNCTIONS

- Attend seminars when needed.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS:

(Related education and experience may be interchangeable on a year for year basis)

High School diploma or equivalent required.  Hospitality Management Degree preferred. Minimum three (3) years of experience in hospitality leadership role, preferably Front Services.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

- Must obtain and maintain all licenses / certifications per Federal, State, and Indiana Gaming Commission.
- Must successfully pass background check.
- Must successfully pass drug screening.
- Must be at least twenty-one (21) years of age.
- Ability to work flexible schedules, including nights, weekends, and holidays as required.

KNOWLEDGE OF:

- Must possess the ability to deliver a service level which creates an atmosphere that makes our guests want to return, giving each guest a positive, memorable entertainment experience.
- Must present an image of excitement, enthusiasm, and outgoing personality, while being able to project a professional appearance.
- Must possess the ability to take charge, make improvements, build teams, and make decisions.
- Must possess good knowledge of computers (Excel, Word, Outlook, etc.)
- Must be detail oriented.
- Must possess excellent time management skills.
- Must be willing and able to work flexible hours including evenings, weekends.
- Must be mobile in order to visit guest rooms, storage areas, offices, and other spaces.

ABILITY TO:

- High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
- Strong communication and listening skills and excellent speaking, reading, and writing ability.
- dividing.
- Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
- Fluency in English: additional languages preferred.
- While performing the duties of this job, the employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms, talk, or hear; and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of team members assigned to this job.  The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by your Department Head.  The Team Member further understands that conditions may require the Company to modify this Job Description and that the Company reserves the right to exercise its discretion to make such changes.