Guest Services Manager - Casino jobs in Rockville, MD

Job Summary

The Guest Services Manager will be responsible for overseeing all aspects of the parking operations including, but not limited to, valet parking operations, maintaining Forbes guest service standards, prioritizing client relationships, motivating, and managing team member performance, maintaining budget and revenue collection, systems management, guest and team member safety, training, staffing, payroll, and scheduling. Our Guest Service Managers have the responsibility to consistently maintain and foster our Luxury Guest Service oriented reputation and keep strong existing client relationships.

Essential Responsibilities

• Ensure the valet ramp is always properly represented by an Evolution team member and never left unattended without a Supervisor or Manager.
• Work with the Supervisor frequently to stay close to the operation.
• Work at the busiest times including evenings, weekends, holidays while properly leading the team.
• Track hotel parking validations for reimbursement and integrity purposes.
• Understand and drives business metrics and performance measurements to ensure effectiveness, high performance, and compliance.
• Demonstrate the ability to positively move the metrics for forecasting, productivity, claims, guest service and turnover.
• Understand the contractual agreement with the hotel and recognize ways to maximize additional revenue opportunities for both Evolution and the client.
• Understand the client’s service standards, motto, values, and hotel "lingo" while incorporating Evolution’s core values.
• Develop cohesive working relationships with the client’s employees.
• Understand what objectives are important to the client and ensures the entire team is focused on exceeding expectations.
• Treat clients, team members and third-party vendors with courtesy, respect, and dignity.
• Practice preventative safety procedures daily as set forth by Evolution and the client.
• Report all claims, accidents, and incidents to HR (Human Resources) and the Area/Regional VP immediately, while handling appropriately, with urgency, care, and concern.
• Meet the required Quality Assurance shop thresholds for completion and scores as outlined in the QA Performance policy and audit.
• Manage uniform and ticket inventory.
• Work with the Area/Regional VP to forecast and plan for seasonal variances in business to ensure proper staffing levels.
• Adhere to Evolution’s employment and payroll policies and procedures to limit exposure to employment claims and litigation.
• Review and submit completed and accurate payroll to Corporate on a bi-weekly basis and not to exceed 50% of weekly revenue.
• Work with the Talent Acquisition team to recruit new talent that can be future leaders at Evolution.
• Ensure that each new team member is fully onboarded in our HRIS and fully trained prior to working on the ramp.
• Recognize exceptional performance and provides opportunities for top performers to learn and grow.
• Identify high performing team members for Crescendo Academy and Crescendo Leadership developmental Programs.
• Other duties as assigned.

Minimum Education Required

• Associates Degree, High School Diploma or GED required, or relevant working experience.
• Understanding of general business practices including accounting, human resources, and customer service.

Minimum Experience Required

• Experience in valet parking.
• Valid US Drivers License.
• 2 years in a management position.
• Experience with HRIS platforms, such as ADP.
• Experience with Customer Service.

Skills Required

• Strong customer service and client relationship skills.
• Excellent oral and written communication skills.
• Strong technology proficiency.
• Strong organizational skills with a proven track record of meticulous attention to detail and accuracy.
• Ability to collaborate effectively and work as part of a team.
• Exceptional attention to detail and able to multitask in a fast paced, deadline driven environment.