MANAGER - VALET

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.

PRIMARY RESPONSIBILITIES

• 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.

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

SKILLS

• Strong leadership and interpersonal skills 
• Excellent interpersonal, oral and written communication skills.
• Meticulous, organized and accurate
• Extreme confidentiality.
• Familiarity with a variety of computer systems and applications.
• Be flexible to work varying shifts and time schedules as needed.
• Communicate effectively with all levels of employees and guests.
• Manage multiple details and tasks concurrently in a changing environment.
• Able to work effectively in a team environment.
• Analyze and think about how possible solutions impact on the entire operation.

PHYSICAL DEMANDS

• Ability to stand and sit for extended periods of time.
• Ability to walk distances.
• Ability to lift 30 to 40 lbs.
• 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. Specific vision abilities required by this job include close, distance, color, and peripheral vision, depth perception and ability to adjust focus.
• The Casino environment is hectic, fast-paced and often crowded and noisy. May be exposed to casino related environmental factors including, but not limited to excessive noise and constant exposure to general public.