Job Description

Position Overview:

The primary responsibility of the Manager - Resort Concierge is to supervise assigned department staff and operations. All duties are to be performed in accordance with departmental and The Venetian Resort’s policies, practices, and procedures. 

Essential Duties & Responsibilities:

• Provides information to all guest inquiries, commendations and challenges while coordinating a healthy and positive work environment. Supports the Management team and The Venetian Resort.
• Maintains complete knowledge of all hotel features, services attractions, amenities, locations and hours of operation, all hotel & competitor restaurant food concepts, menu price range, dress code and ambiance, all hotel suite types, numbers/names, amenities, and locations, local events, attractions, holiday schedules.
• Maintains positive guest relations at all times by resolving complaints and ensuring guest satisfaction by both guests and team members alike by Supervising the delivery and measurement of guest service consistent with the company’s core service standards and brand attributes.
• Maintains Concierge code of ethics and behaving in a professional and kind manner at all times while representing The Venetian Resort, the Resort Concierge Department and the profession of Concierge.
• Manages responsibilities for the department to include: hiring of new Team Members, promotions, creating a work environment that promotes teamwork, performance feedback, discipline, recognition, and termination. 
• Provides ideas and suggestions for new products, services, technology and processes to ensure The Venetian Resort competitive position and in anticipation of changing customer needs within the dynamic hospitality and gaming environment.

Additional Duties & Responsibilities:

• Manages administrative functions of Concierge Services, including processing Human Resources transactions.
• Ability to manage several priorities at once including managing multiple phone lines, daily scheduling, resort business, telecom duties, daily briefings, communication of company updates and deliveries
• Holds discretion of comping
• Creates and maintains daily shift meeting agenda’s
• Inventorying and ordering all departments daily operating supplies
• Consistent and regular attendance is an essential function of this job.
• Performs other related duties as assigned.

Additional Duties & Responsibilities:

Company Standards of Conduct

All Venetian Resort Team Members are expected to conduct and carry themselves in a professional manner at all times. Team Members are required to observe the Company’s standards, work requirements and rules of conduct.

Additional Duties & Responsibilities:

Minimum Qualifications:

• 21 years of age.
• Proof of authorization/eligibility to work in the United States.
• High School diploma.
• Bachelor’s degree in hospitality field or related discipline preferred.
• Must be able to obtain and maintain a valid Alcohol Awareness card (TAM) and any certification or license, as required by law or policy. 
• 2 years of experience working in a luxury resort property concierge preferred. 
• Working knowledge of Lodging Management System (LMS), GoConcierge or Alice, Microsoft Office, Opentable and Arctics.
• Type at least 45wpm preferred.
• Ability to communicate clearly and effectively in English, both in spoken and written form.
• Strong interpersonal skills with the ability to communicate effectively with guests and other Team Members of different backgrounds and levels of experience.
• Must be able to work varied shifts, including nights, weekends and holidays.

Physical Requirements:

Must be able to:

• Lift or carry 20 pounds, unassisted, in the performance of specific tasks, as assigned.
• Physically access all areas of the property and drive areas with or without a reasonable accommodation.
• Maintain composure under pressure and consistently meet deadlines with internal and external customers and contacts.
• Ability to interact appropriately and effectively with guests, management, other team members, and outside contacts.
• Ability for prolonged periods of time to walk, stand, stretch, bend and kneel.
• Work in a fast-paced and busy environment.
• Work indoors and be exposed to various environmental factors such as, but not limited to, CRT, noise, dust, and cigarette smoke.