Manager, Valet

Hard Rock Hotel & Casino Ottawa • Hard Rock Casino Northern Indiana, IN

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About The Position

The Manager, Valet coordinates and supervises the Valet Department to provide superior service to internal and external customers. The role ensures the safe and efficient transportation, arrival, and departure of Hard Rock Casino guests and Team Member vehicles, and oversees the property shuttle bus and coat check.

The position works within applicable Gaming Commission regulations and departmental policies, maintains Hard Rock and property-specific service standards, oversees daily assignments and operational supplies, and helps manage the department budget. The manager develops team members through coaching and training, promotes accountability, safety, ethical conduct, and teamwork, and evaluates operations to identify and implement improvements. The role also uses technology to support operations and property maintenance and promptly reports suspected illegal acts or ethics violations.

A high school diploma or equivalent and at least three years of hospitality leadership experience are required; a Hospitality Management degree and Front Services experience are preferred. The position requires gaming-related licenses and certifications, successful background and drug screenings, and the ability to work flexible schedules, including nights, weekends, and holidays. It involves frequent standing and walking and frequently lifting or moving up to 50 pounds.

Requirements

• High school diploma or equivalent.
• At least three years of experience in a hospitality leadership role.
• Obtain and maintain all licenses and certifications required by federal, state, and Indiana Gaming Commission regulations.
• Successfully pass a background check and drug screening.
• Be at least 21 years of age.
• Work flexible schedules, including nights, evenings, weekends, and holidays as required.
• Ability to deliver guest service that creates a welcoming atmosphere and a positive, memorable entertainment experience.
• Professional appearance and an enthusiastic, outgoing demeanor.
• Ability to take charge, make improvements and decisions, and build teams.
• Good knowledge of computers, including Excel, Word, and Outlook.
• Detail orientation and excellent time-management skills.
• Mobility to visit guest rooms, storage areas, offices, and other spaces.
• High energy, effective interpersonal and influencing skills, a positive attitude, and a desire to motivate others.
• Strong communication and listening skills, with excellent speaking, reading, and writing ability.
• Ability to deal effectively with internal and external customers and staff, including situations requiring patience, tact, and diplomacy.
• Fluency in English.
• Frequently stand, walk, use hands to handle or feel objects, reach, talk, hear, and taste or smell.
• Frequently lift and/or move up to 50 pounds.
• Required vision abilities include close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

• Hospitality Management degree.
• Hospitality leadership experience in Front Services.
• Additional language fluency.

Responsibilities

• Coordinate and supervise the Valet Department, including safe and efficient transportation, arrival, and departure of guest and Team Member vehicles.
• Oversee the property shuttle bus and coat check.
• Conduct work in accordance with Gaming Commission regulations and departmental policies and procedures.
• Apply Hard Rock standards and develop property-specific standards for quality, value, and presentation.
• Manage daily work assignments for valet functions.
• Assist with the department budget and maintain operational supplies inventory.
• Work with the selected MIS to ensure proper use of the ticketing system.
• Promote high ethical standards, integrity, and service.
• Implement systems to anticipate guest needs and provide exceptional guest experiences.
• Inspect operations, identify improvement opportunities, and implement action plans.
• Recommend operational enhancements to Senior Management.
• Coach, mentor, motivate, and train department members; develop their knowledge and skills.
• Establish quality-control metrics and accountability for guest service performance.
• Promote professionalism, positive working relationships, and teamwork within the department and across departments.
• Ensure safety policies and procedures are followed.
• Use technology to support property maintenance consistent with luxury travel standards.
• Promptly notify leadership and/or the Ethics Hotline of observed illegal acts or internal ethics violations.
• Attend seminars when needed.
• Perform other duties as assigned.

Benefits

• The company offers a comprehensive benefits package intended to support team members’ health, future planning, and work-life balance; benefits may vary by employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED