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About the Role

The Hospitality Services Manager is responsible for ensuring exceptional service to VIP guests, providing complimentary items, and delivering dynamic service for assigned high-end guests. This role ensures staff compliance with gaming regulations and implements service plans for VIP guests throughout their stay. The manager leads and monitors the service levels of Hospitality Services Executives/Ambassadors and ensures adherence to five-diamond/five-star standards.

Responsibilities

Maintains daily operations in the department and oversees Hospitality Services Executives/Ambassadors.
Ensures departmental training standards are followed and assists the departmental Director in training sessions.
Provides feedback for employee performance evaluations.
Schedules Hospitality Services team members and handles payroll.
Ensures the highest level of customer service for VIP high-end suite guests.
Develops plans to attract high-end business and collaborates with Player Development Directors to reach out to new prospects.
Issues discretionary complimentaries according to the property comp matrix.
Collaborates with Housekeeping, Casino Marketing, Front Office, VIP Services, and Food and Beverage Operations to provide elite client service.
Greets and escorts guests to their suites, explaining services.
Coordinates guest room reservations, meals, and special events, adhering to complimentary guidelines.
Maintains knowledge of menus and beverage lists, promoting these items.
Assists in maintaining department inventory, equipment, and administrative supplies.
Manages line-level staff and diverse personalities.
Implements a calm environment under pressure.
Assists guests and staff at all times.
Demonstrates solution-oriented approach, stays on task, and promotes teamwork.
Performs duties of Hospitality Services Executives/Ambassadors as needed.
Performs other job-related duties as assigned.

Requirements

Must be at least 18 years old.
Must be able to obtain the appropriate license.
Must have 5 years of experience in a food and beverage or hospitality environment and forward-facing casino environment.
Must be highly fluent in Gaming, Hotel, and Food and Beverage Operations.
Must be able to perform each job responsibility satisfactorily.
Must be able to lift or maneuver at least 15 pounds.
Must be able to work varying schedules to reflect business needs.
Ability to read, analyze, and interpret documents.
Ability to respond to common inquiries.
Ability to write detailed instructions and correspondence.
Ability to effectively present information in one-on-one and small group situations.
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 maintain reports upon request.
Strong decision-making and problem-solving skills.
Ability to work well under pressure and deadlines.
Must be able to interact with internal and external guests in a professional manner.

Skills

Customer service
Leadership
Team management
Communication
Problem-solving
Salesmanship
Decision-making

Location

New York City

Work Type

Full-time

Experience Level

5 years of experience in a food and beverage or hospitality environment and forward-facing casino environment

Education Level

BA or higher in Hospitality Management related field preferred

Salary/Compensations

$65,000-78,000

About the Company

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.

Equal Opportunity

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.