Nugget-Guest Services Manager

Century Casinos Inc•Sparks, NV

3h•Onsite

About The Position

Responsible for providing direction and leadership of the valet parking and bell person teams, ensuring outstanding guest service is provided, while managing the efficiency of valet and bell services. This role works closely with the VP of Hotel Operations to implement strategic initiatives and leads the implementation of policies, operating procedures, training programs, hiring, manuals, directives, work schedules, rules, and regulations for all valet and bell teams. The manager is responsible for employee engagement and guest experience for these teams, utilizing provided tools and through coaching, training, rewards, and development. Key duties include ensuring vehicle safety and timely retrieval in valet, adequate staff scheduling based on business needs, and ensuring staff perform duties according to Nugget policies and procedures. The role may involve performing duties of subordinates during peak periods and requires preparing employee observations, annual appraisals, and counseling notices. Maintaining records, documenting incidents, and recommending operational improvements are also essential. The manager plans and coordinates Bell/Valet operations based on business needs, arrivals, departures, functions, conventions, and events, while proactively attending to guests, handling complaints, and working closely with Security and Risk Management. Effective communication with all levels of the Nugget team and guests is crucial, as is recognizing team members who go above and beyond. Adherence to Nugget policies, procedures, and regulations, performing work safely, and reporting unsafe conditions or incidents are mandatory. Maintaining a positive and professional image for the Nugget is expected, along with regular, predictable attendance and other assigned duties.

Requirements

Minimum 21 years of age.
High School diploma or equivalent is required.
Effectively communicate with others both verbally and in written form using the English language.
Minimum 3 years of experience in the direction and management of employees in a similar hotel/casino environment.
Alcohol Awareness Certification within the first 30 days required.
Valid Nevada driver's license and clean 3-year DMV record required.

Nice To Haves

Bachelor’s degree in hospitality, management, or related field preferred.

Responsibilities

Works closely with the VP of Hotel Operations to implement strategic initiatives as guided by the high standards of the Nugget Casino Resort.
Leads the implementation of policies, operating procedures, training programs, hiring, manuals, directives, work schedules, rules, and regulations for all valet and bell teams.
Responsible for employee engagement and guest experience for the valet parking and bell desk teams, utilizing the tools provided and through coaching, training, rewards, and development.
Ensure vehicles in valet are safe, secure, and parked or retrieved in a timely manner.
Using the Nuggets scheduling program; ensure staff scheduling is adequate based on business needs.
Ensure Bell / Valet staff is performing their duties according to Nugget policies and procedures.
Perform duties of subordinates during peak periods or as appropriate.
Prepare and present employee observations, annual appraisals, and counseling notices in a timely manner.
Document and maintain all necessary records, reports, log entries, incident reports and or security reports.
Recommend and implement ways to better the operations of the Bell / Valet department.
Plans and coordinates the Bell / Valet operation based on business needs, arrivals, departures, functions, conventions, and events.
Proactively attends to guests, handles guest complaints and concerns in a professional courteous manner.
Work closely with Security and Risk Management regarding accidents, lost or stolen property and or compromised guest service.
Establish and maintain effective channels of communication with all levels of the Nugget team and guests.
Using the Nugget’s system of recognition, recognize team members who are going “above and beyond” as appropriate
Knowledgeable of and consistently follow Nugget policies and procedures as well as appropriate local, state, and federal regulations.
Perform work in a safe manner and always maintain a safe environment for fellow team members and guests alike.
Immediately report unsafe conditions, team member or guest incidents to Security, Management, and the Safety Manager.
Maintain a positive and professional image for the Nugget when performing duties or representing the Nugget and encourages others to do the same.
Regular predictable attendance is required.
Other duties and responsibilities as assigned.