Supervisor - Valet

Overview

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 guests and Team Member vehicles, as well as the coordination and oversight 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 Northern Indiana their choice for gaming entertainment; responsible for actively building and retaining guest relations and acts as a mentor to team members in order to provide superior guest service.
• Provides superior guest service, positively affects 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.
• Documents 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.

EDUCATION AND /OR EXPERIENCE REQUIREMENTS: (Related education and experience may be interchangeable on a year for year basis)

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.

ADDITIONAL REQUIREMENTS: (Licenses, Certifications, Testing, etc.):

• Must obtain and maintain all licenses / certifications per Federal, State, and Indiana Gaming Commission.
• Must successfully pass background check.
• Must successfully pass drug screening.
• 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.
• Must be mobile in order to visit guest rooms, storage areas, offices and other spaces.

• 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.

The above information on this description has been designed to indicate the general nature and level of work performed by team members within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of team members assigned to this job. The Team Member understands that employment with the Company is at-will and that no express and/or implied contract of employment exists unless it is in writing and signed by your Department Head.

The Team Member further understands that conditions may require the Company to…