Position Overview
The primary responsibility of the Shift Manager - Venetian Rewards is to oversee and direct the work of a team of 20 - 25 team members consisting of Venetian Rewards Specialists and Venetian Rewards Ambassadors responsible for players club sign-ups, promotions, and redemptions.
All duties are to be performed in accordance with departmental and The Venetian Resort's policies, practices, and procedures.
Essential Duties & Responsibilities
- Oversee and direct the work of 20 - 25 team members at a given time.
- Conduct panel interviews and makes recommendations for hire of Venetian Rewards Specialists and Ambassadors.
- Train, monitor, oversee, and direct the work of new hires and track progress; makes recommendations regarding 90-day probationary period.
- Handle team member complaints, concerns, and issues routine discipline.
- Work with HR in conducting investigations and makes recommendations regarding serious discipline, termination, and change in status of probation for consideration by higher management.
- Oversee the daily Venetian Rewards operations for Venetian and Palazzo casino floor.
- Assign and reassign Team Members and manage staffing levels based on business needs.
- Evaluate and track Secret Shoppers reports and ensure feedback is provided to Team Members in a timely manner.
- Monitor and enforce Team Members' compliance with departmental procedures, NGCB internal controls, and AML policies.
- Conduct weekly and monthly meetings with Venetian Rewards Team Members to review progress and achievement of department standards and quotas.
Additional Duties & Responsibilities
- Identify general areas for improvement at the Venetian Rewards desk, develop solutions, and implement new procedures.
- Respond to and resolve guest emergencies and complaints.
- Track and monitor par levels of inventory and supplies.
- Manage an allotted budget for ordering inventory and supplies.
- Regularly works on special projects and training.
- Work with contracted vendors to make recommendations regarding supplies, equipment, and products for use in Venetian Rewards.
- Conduct training for new Venetian Rewards Specialists and Ambassadors.
- Lead the Venetian Rewards Team to get involved with Community Events/Sands Care.
- Create and update Venetian Rewards SOP's.
- 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.
Additional Duties & Responsibilities
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
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 valid Nevada Gaming Control Board registration, Alcohol Awareness Card and any other certification or license, as required by law or policy.
- 3 - 5 years of experience in high volume casino with previous experience managing a player's club.
- 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 10 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.