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About the Role

The Floor Manager Player Club is responsible for assigning work, directing employees, scheduling, and training to ensure maximum efficiency. This role involves managing team members, directing daily operations, and exercising independent judgment in staffing, scheduling, performance management, and policy enforcement. The Manager serves as a representative of management, spending the majority of time on supervisory and decision-making responsibilities, and providing input into hiring, discipline, and other employment actions.

Responsibilities

Assign work and responsibilities to employees.
Direct employees and schedule their work.
Train employees to ensure maximum efficiency.
Participate in the employee selection process, including hiring and interviewing.
Set performance standards for employee tasks, jobs, and roles.
Align individual performance expectations with organizational goals.
Discipline employees and issue corrective actions.
Supervise personnel in the Player’s Club and Bus reception areas.
Ensure guests receive optimal levels of service and coach team members.
Assist with conflict resolution for guests.
Assist on the front line as needed to expedite service.
Manage team members and direct daily operations.
Exercise independent judgment in staffing, scheduling, performance management, and policy enforcement.
Serve as a representative of management.
Provide input into hiring, discipline, and other employment actions.
Maintain an optimal level of guest service in all operational areas.
Schedule, supervise, direct, train, counsel, and evaluate staff.
Keep assigned areas orderly, neat, and stocked.
Assure effective management of operational areas and staff development for optimal customer service and cost control.
Assist with managing guest inquiries to ensure timely responses.
Work with other departments to ensure guest issues are resolved.
Monitor guest communications for accuracy in content and message delivery.
Ensure adherence and compliance with all department and company policies, procedures, internal controls, and government regulations.
Adhere to the guest service standards of the Company.
Keep all work areas clean and participate in an overall floor cleanliness program.
Attend periodic meetings and training sessions.
Ensure employees are trained to work safely and efficiently within current regulatory guidelines.
Evaluate shift schedules and adjust as necessary for operational needs.
Prepare, maintain, and submit essential paperwork and reports.
Ensure guests are provided with superior customer service.
Research and investigate incidents, documenting findings professionally.
Arrange and participate in meetings, conferences, and project team activities.
Demonstrate outstanding customer and employee relations at all times.
Perform other duties as assigned.

Requirements

Must be at least 18 years old.
Ability to obtain the appropriate license pursuant to the applicable statute, rules and regulations.
Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.
Ability to respond to common inquiries from other employees or guests.
Ability to write detailed instructions and correspondence.
Ability to effectively present information in one-on-one and group situations.
Ability to compute basic mathematical calculations.
Ability to decipher various reports and maintain reports upon request.
Must have the ability to maintain discretion and confidentiality.
Ability to analyze situations in a calm and rational manner and render an appropriate decision.
Must be able to interact with internal and external guests in a professional manner.
Must be able to work varying schedules to reflect the business needs of the property.

Skills

Fluency in English required.
Second language a plus.
Moderate physical ability.
Lift or maneuver at least thirty (30) pounds.
Varied instances of standing/walking.

Location

New York City

Work Type

Full-time

Experience Level

Management position

Education Level

Bachelor’s degree in hospitality or closely related field
Seven (7) years’ experience in a management position
Five (5) years’ experience in a Management position within Resorts World

Salary/Compensations

$71,853 - $91,460

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 committed to achieving fill 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.