Supervisor, Valet

Hard Rock Hotel & Casino Ottawa•Rockford, IL

19d•$39,000 - $52,000

About The Position

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 Rockford 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) Creates an atmosphere that induces guests to make Hard Rock Casino Rockford their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service. Provides superior gust service, positively effects interactions with guests and employees, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with co-workers. Ensure prompt and courteous service for all arriving and departing guests. Responsible for smooth flow of traffic to and from Hard Rock Casino Rockford. Document’s safety situations, violations, or property damage. Handles guest complaints in a timely, accurate and courteous fashion. Maintains effective communication with staff and management. Assists Valet Manager in maintaining operations and makes decisions in his absence. Maintains and monitors guest service standards of user departments in accordance with established objectives. Trains, evaluates, and supervises staff to ensure that employees receive adequate guidance and resources to perform job responsibilities. Maintains vehicles to the standards of safety, cleanliness, and reliability as set forth by the department, company, and legal regulations to ensure reflection of proper company image, minimize vehicle breakdowns, and maximize passenger safety. Attend and participate in meetings, completing follow-up as assigned. NON-ESSENTIAL JOB FUNCTIONS Attend seminars when needed.

Requirements

High School diploma or equivalent required.
These skills and abilities are typically acquired through at least 6-months of Valet, guest transportation or related experience.
Must obtain and maintain all licenses / certifications per Federal, State, and Illinois gaming Board Regulations.
Must successfully pass background check.
Must be at least twenty-one (21) years of age.
Must be able to work holidays and weekends, as well as flexible shifts.
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.
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.
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.

Responsibilities

Creates an atmosphere that induces guests to make Hard Rock Casino Rockford their choice for gaming entertainment
Responsible for actively building and retaining guest relations and acts as a mentor to team members to provide superior guest service.
Provides superior gust service, positively effects interactions with guests and employees, and has the resiliency to deal with difficult guests in all types of business conditions and the ability to work harmoniously with co-workers.
Ensure prompt and courteous service for all arriving and departing guests.
Responsible for smooth flow of traffic to and from Hard Rock Casino Rockford.
Document’s safety situations, violations, or property damage.
Handles guest complaints in a timely, accurate and courteous fashion.
Maintains effective communication with staff and management.
Assists Valet Manager in maintaining operations and makes decisions in his absence.
Maintains and monitors guest service standards of user departments in accordance with established objectives.
Trains, evaluates, and supervises staff to ensure that employees receive adequate guidance and resources to perform job responsibilities.
Maintains vehicles to the standards of safety, cleanliness, and reliability as set forth by the department, company, and legal regulations to ensure reflection of proper company image, minimize vehicle breakdowns, and maximize passenger safety.
Attend and participate in meetings, completing follow-up as assigned.
Attend seminars when needed.