PRIMARY PURPOSE:

The Front Services Manager provides direction and leadership for the property Front Services/Bells 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.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Works closely with property leadership to implement strategic Initiatives provided by Hotel Strategy CoE for the Front Services / Bells department (including providing support to: Self-Park Garages, Valet and Limousine services where applicable)
• Leads the implementation of policies, operating procedures, training programs, manuals, directives, work schedules, rules and regulations for the Front Services / Bells team.
• Responsible for employee engagement of the Front Services / Bells team, utilizing the tools provided through coaching, training, rewards and development.
• Provides leadership and direction to maintain and improve the guest experience within the Front Services / Bells 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.

SUPERVISION:

• Front Services Assistant Manager
• Front Services Supervisor(s)
• Bell Captain(s)
• Front Services Attendant(s)
• Baggage Attendant(s)
• Dispatcher(s)
• Starter(s)
• Front Services Coordinator(s)

MINIMUM REQUIREMENTS:

• Bachelor’s degree or equivalent experience
• Two (2) years of prior relevant experience
• Ability to work varied shifts, including weekends and holidays.

PREFERRED:

• Hospitality, management, or related field or equivalent combination of education, training, and work experience.
• Experience in the direction and management of employees in a similar environment
• Knowledge and understanding of the collective bargaining agreement (CBA)
• Technical knowledge and experience with Opera or other reservation system
• Technical knowledge and experience with CVPS or other front services luggage tracking system
• Previous experience working in a similar resort setting.
• Bilingual, English as the primary or secondary language

CERTIFICATIONS, LICENSES, REGISTRATIONS:

• Proof of eligibility to work in the US.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of Front Services logistics and traffic control
• Ability to establish guidelines for proper staffing to maximize efficiency and minimize labor costs
• 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.