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Hard Rock Hotel and Casino

Overview

Under the direction of the Guest Services Manager, the incumbent will be responsible for overseeing the daily operations of the Guest Services Department. Team members the incumbent is responsible for are Bell Persons, Bell Captains, Self-Park Cashiers, Traffic Controllers, Pool Attendants and Lifeguards. This position will oversee the guest service provided to a range of clientele, all of which are expected to be treated with first-class service in all aspects.

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.
  • Trains, appraises, and supervises all team members within Guest Services.
  • Works with Point of Sale (POS), Bell Desk Insight and Lodging Management System (LMS) to ensure successful guest experiences.
  • Manages daily work assignments of Bell Services, Self-Park, and Recreations.
  • Will assist with Front Office (Front Desk) operations when needed.
  • Consistent walk thru of Guest Services areas for maintenance and cleanliness.
  • Responds to all e-mails, requests, and tasks in a timely manner.
  • Responds to special requests of guests, as well as guest concerns and inquires in a professional, efficient, and courteous manner.
  • Demonstrates a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
  • 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.
  • Works with the Management team to conduct performance appraisals and evaluates progress towards goals.
  • 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 Guest Services 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.
  • Ensures integration and teamwork for the department in a positive environment.
  • Responsible for quality, consistency, and presentation of all products delivered to guests.
  • 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).
  • To attend training and meeting as and when required.
  • To report to duty punctually and to maintain a high standard of personal appearance and hygiene.
  • Adhere to the hotel and department personal appearance standards.
  • Ensure prompt and discreet notification to the leadership team and/or the Ethics Hotline of any observation of illegal acts or internal ethics violations.
  • Collateral duties related to Guest Service Operations assigned by the Guest Services Manager.
  • Other duties as assigned.

Qualifications

  • High School Degree required; Bachelor’s Degree preferred
  • 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.
  • Commitment to routinely go above and beyond in the accomplishment of position responsibilities in an effort to play a role in the achievement of organizational goals.
  • 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 and weekends.
  • Must be mobile in order to visit guest rooms, storage areas, offices, and other spaces.

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