About this role
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.