Hospitality Services Manager Jobs (NOW HIRING)

Job Description

Under the direction of the organization's Director of Hospitality Services, the Hospitality Services Manager is responsible for ensuring the Hospitality Executives/Ambassadors perform exceptional service to our VIP guests, provides complimentary items, and delivering dynamic service for assigned VIP high end guests, ensuring that staff complies with all state and local gaming control and internal audit regulations. This position will ensure that service plans for the targeted VIP high end guests from the time the guest arrives at the property and throughout the duration of their stay are adhered to, and will actively seek out VIP high end guests to introduce them to the Resorts World New York property and all it has to offer.

The Hospitality Services Manager will be responsible for leading and monitoring the service levels of the Hospitality Services Executives/Ambassadors. Additionally, the manager of this guest forward facing division will ensure that all applicable programs will be implemented as needed and adhere to five diamond/five star standards of service.

License Level: This is a gaming level position. The position is predominately customer service focused and has access to sensitive player information. Nothing in this description shall be interpreted to give this position the ability to make discretionary decision or develop and implement policies that will have long term impact on gaming operations.

Essential Duties/Core Competencies

• Maintains the daily operations in the department and oversees the Hospitality Services Executives/Ambassadors.
• Ensures departmental training standards for the team are followed, and assists the departmental Director in all necessary department specific training sessions.
• Assists the Director by providing feedback for employee performance evaluations, Schedules Hospitality Services team members and handles payroll for the team.
• Ensures the highest level of customer service is given to all of our VIP high end suite guests at all times.
• Develops a plan to attract high end business, and works closely with the Player Development Directors to actively reach out to new business prospects.
• Issues discretionary complimentaries to guests in accordance with the property comp matrix.
• Communicates and works closely with Housekeeping, Casino Marketing, Front Office, VIP Services, and Food and Beverage Operations to provide the highest level of service to our most elite clientele.
• Greets and escorts guests to their suites, explaining all services provided by the Hospitality Services staff.
• Coordinates guests room reservations, meals and special events, adhering to property complimentary guidelines.
• Maintains complete knowledge of menus and beverage lists, and demonstrates salesmanship in promoting these items.
• Assists in maintaining all inventory, equipment, administrative supplies and any necessary items within the department.
• Responsible for managing line level staff and effectively managing many personality types. Implements a calm environment when under pressure.
• Looks at opportunities to assist guests and staff at all times.
• Solution oriented, stays on task and promotes teamwork.
• Performs all duties of the Hospitality Services Executives/Ambassadors as needed.
• Performs all other job-related duties as assigned.

Work/Educational Experience

• Must be at least 18 years old and have the ability to obtain the appropriate license pursuant to the applicable statute, rules and regulations.
• BA or higher in Hospitality Management related fieldpreferred.
• Must have 5 years of experience in a food and beverage or hospitality environment and forward-facing casino environment.

Essential Requirements

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be highly fluent in Gaming, Hotel and Food and Beverage Operations.

Physical and Mental Demands:
The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the Team Member is regularly required to talk or hear. The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The Team Member is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least fifteen (15) pounds, and prolonged sitting during the shift.

Language Skills:
Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents. Ability to respond to common inquiries from other Team Members or guests. Fluency in English required. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and small group situations.

Mathematical Skills & Reasoning Ability:
Ability to compute complex mathematical calculations. Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to decipher various reports and maintains reports upon request with strong decision-making and problem-solving skills. Ability to work well under pressure and deadlines.

Work Environment

The work environment characteristics described here are representative of those that exists while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is typically moderate. When on the casino, kitchen, restaurant or property floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
• Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying schedules to reflect the business needs of the property.

Pay Transparency: $65,000-78,000

The Company is committed to achieving full equal opportunity without discrimination based on race, religion, color, sex, national origin, politics, marital status, physical disability, age or sexual orientation or any other status protected by law. We welcome the strength of diversity in our workforce.

Resorts World New York City strives to provide our guests with world-class gaming, exquisite dining, and unique entertainment experiences. We are looking to hire an enthusiastic and dedicated team of professionals.