Sr Mgr Front Services

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Profile Title:

Sr Mgr Front Services

Job Code:

19521-1

Profile Title:

19521-1 Sr Mgr Front Services & Parking

Grade / Band:

L2

FLSA Status:

Exempt

The Senior Manager Front Services & Parking provides direction and leadership for the property Front Services/Bells/Valet/Parking team,  consistent with the MGM brand. In addition, they will provide oversight to the Self Park Garages, Valet and Limousine services where  applicable. Responsible for leading the Front Services team in achieving their stated operational and financial goals including managing  labor and overall financial performance. Owns the execution of functional strategy and the operational direction of the Front Services  team. Ensure high customer satisfaction and an exceptional guest experience, in accordance with MGM Resorts service standards. All  duties are performed in accordance to company policies and procedures

Works closely with Director of Hotel Ops to implement strategic Initiatives provided by Hotel Strategy CoE for hotel operations.  Implements revenue and staffing strategies as implemented by the Hotel Strategy CoE.

Leads the implementation of policies, operating procedures, training programs, hiring, manuals, directives, work schedules, rules and  regulations for all Front Services/Bells/Valet/Parking operations teams.

Responsible for employee engagement and guest experience for the Front Services/Bells/Valet/Parking operations teams, utilizing the  tools provided and through coaching, training, rewards and development.

Develops and supports company policies, legal requirements, and guidelines of the Collective Bargaining Agreement.

Ensures vehicles in valet are safe, secure and parked or retrieved in a timely manner.

Provides leadership and direction to maintain and improve the guest experience within the Front Services/Bells/Valet/Parking  department, consistent with the company’s service standard.

Interviews, selects, trains, supervises, counsels and coaches hotel operations staff for the efficient operation of the department.

Perform other job-related duties as requested.

Performs other job-related duties as requested

Proof of eligibility to work in the United States

Bachelor's Degree or equivalent experience

Hospitality, management, or related field or equivalent combination of education, training, and work experience

Required

High School Diploma, GED or equivalent

Required

2+ Years of Prior Relevant Experience

 Prior relevant experience

Required

5+ Years of Prior Relevant Experience

Experience in the direction and management of employees in a similar hotel environment which includes at least three (3) years of experience in hotel or valet management.

Preferred

Technical knowledge and experience with Opera (or LMS for CCLV)

Required

Ability to work varied shifts, including weekends and holidays.

Required

Working knowledge of all vehicles including manual and automatic transmission and exotic cars

Required

State Driver’s License with a clean driving record

Required

Previous experience managing employees under a collective bargaining agreement.

Preferred

Experience in luxury resort setting

Preferred

Knowledge and understanding of the collective bargaining agreement (CBA)

Preferred

Technical knowledge and experience with Opera or other reservation system

Preferred

Technical knowledge and experience with CVPS or other front services luggage tracking system

Preferred

Previous experience working in a similar resort setting.

Preferred

Bilingual, English as the primary or secondary language

Preferred

Working knowledge of Front Services logistics, traffic control, valet systems and operations.

Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs.

Broad management and leadership knowledge of valet operations.

Ability to utilize guest service satisfaction performance metrics from Guest View, TripAdvisor, Yelp, etc.to generate action plans to address service opportunities

Ability to influence others to accept practices and approaches related to hotel operations.

Excellent interpersonal skills to deal effectively with guests, management, employees and other outside contacts.

Excellent customer service skills.

Able to lead and mentor a team.

Excellent organizational skills; be able to function under time constraints and deadlines with attention to detail.

Effective listening abilities and be able to make strong judgment call.

Intermediate to advanced knowledge of Microsoft PowerPoint, Outlook, Word and Excel.

Ability to effectively communicate in English, in both oral and written forms.

Balancing

X

Bending

X

Carrying __pounds

X

40

Clear speech - simple

X

Clear speech - complex

X

Climbing

X

Crawling

X

Crouching

X

Distant vision

X

Driving - auto/van

X

Driving - limousine

X

Flexibility - upper body

X

Flexibility - lower body

X

Hearing/Listening

X

Kneeling

Lifting __pounds

X

50

Near vision

X

Normal vision

X

Pushing/Pulling

X

Reaching

X

Sitting

X

Standing - 5 hours minimum

X

Stooping

Typing __w.p.m.

X

50

Walking

X

Communication - verbal

X

Communication - written

X

Confined area

X

Contacts - works alone

X

Contacts - works around others

X

Contacts - works with others

X

Exposure to dust / dirt

X

Exposure to fumes / odors

X

Extreme cold

X

Extreme heat

X

Fast pace

X

Hazardous conditions - Chemicals

Hazardous conditions - high structures

X

Hazardous conditions - high voltage

Indoors

X

Noise levels - low to moderate

X

Noise levels - low to high

X

Office conditions

X

Outdoors

X

Restricted area

Shifts

Smoke

X

__% Travel

X

Vibration

Wet/Humid

X

Live Stream/ Video Recording

Analytical

X

Clerical

X

Comprehension

X

Crisis incidents

X

Customer service

X

Decision making

X

Fatigue

X

High pressure

X

Judgment

X

Long hours

X

Math skills - advance

Math skills - basic

X

Memorization

X

Organization

X

Perception

X

Reading - simple

X

Reading - complex

X

Repetition

X

Safety hazards

X

Tight deadlines

X

Working conditions

Writing - simple

X

Writing - complex

X