Job Description
POSITION OVERVIEW: The primary responsibility of the Assistant Director - Resort Services is to manage the day-to-day duties and long term projects of all contact center operations to include Hotel, Restaurant, Show and Casino Reservations, Telecom, Guest Services, and Priority Services.
All duties are to be performed in accordance with departmental and The Venetian Resort's policies, practices, and procedures.
ESSENTIAL DUTIES & RESPONSIBILITIES: *Oversees the daily management of the Resort Services Management team. *Oversees weekly scheduling of shifts for the department, as well as reviewing staffing needs based on projected call volume. *Maintains responsibility for the department's policies and procedures and ensures that all departmental and hotel policies are being enforced. *Maintains telephony solution (i.e., scripting, upgrade, etc.). *Ensures that the department is meeting the Forbes and internal service standards on a daily basis. This requires quality assurance and innovative ideas to reinforce the core service standards necessary to achieve our service goals. *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. *Safety is an essential function of this job. *Consistent and regular attendance is an essential function of this job. *Performs other related duties as assigned.
COMPANY STANDARDS OF CONDUCT
All The 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: ADDITIONAL DUTIES & RESPONSIBILITIES: ADDITIONAL DUTIES & RESPONSIBILITIES: MINIMUM QUALIFICATIONS: *21 years of age. *Proof of authorization/eligibility to work in the United States. *High School diploma or equivalent. *Must be able to obtain and maintain a Nevada Gaming Control Board registration, Alcohol Awareness (TAM) card, and any other certification or license, as required by law or policy. *7 years of experience in management at a luxury hotel environment. *Demonstrated experience in labor forecasting preferred. *Working knowledge of LMS, Passkey, ACSC, Avaya telephony solutions, TeleOpti, HotSos, xTend, Archtics, and Microsoft Office products. *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.
