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About the Role

The Hotel Operations Floor Manager assists in overseeing the Front Office and Housekeeping departments, focusing on training, scheduling, and task delegation to ensure guest satisfaction. They are key in maintaining operational standards and fostering a positive guest experience.

Responsibilities

• Assist in overseeing the Front Office and Housekeeping departments.
• Train, schedule, and delegate tasks for Front Office and Housekeeping divisions.
• Ensure prompt and friendly guest service and satisfaction.
• Support hotel operations by responding to department needs.
• Provide open communication to guests from pre-arrival to post-stay.
• Ensure employee behaviors align with RWNYC & Hyatt’s core values.
• Collaborate with operational leaders for hotel success.
• Supervise employees within Front Office and Housekeeping divisions.
• Create checklists for each position to ensure duties are accomplished.
• Maintain guest room inventory.
• Ensure all operations and cash handling comply with policies and procedures.
• Maintain information on prices, rates, specials, packages, and programs.
• Analyze, investigate, and resolve guest complaints.
• Ensure proper staffing levels for customer service goals.
• Maintain a regularly scheduled cleaning program for guest rooms, hallways, public spaces, and back of house.
• Perform periodic special projects such as floor care, deep cleaning, and mattress flipping.
• Maintain required par levels for housekeeping supplies and amenities.
• Conduct ongoing inspections of guest rooms and public spaces for cleanliness.
• Perform other job-related duties as assigned.

Requirements

• Must be at least 18 years old.
• Ability to obtain and maintain the appropriate license through the New York State Gaming Commission.
• Ability to work in a fast-paced environment.
• Service-oriented demeanor with professional presentation skills.
• High energy, motivational, articulate, and effective in providing exceptional customer service.
• Proficient in Microsoft Word and Excel.
• Excellent organizational, interpersonal, and administrative skills.
• Flexible work availability, including mornings, evenings, weekends, and holidays.
• Ability to read, analyze, and interpret documents.
• Ability to respond to common inquiries.
• Fluency in English required.
• 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.
• Must be able to work varying schedules to reflect the business needs of the property.
• Moderate physical ability.
• Ability to lift or maneuver at least fifty (50) pounds.
• Prolonged sitting during the shift.

Skills

• Microsoft Word
• Microsoft Excel
• Organizational skills
• Interpersonal skills
• Administrative skills
• Customer service

Location

• New York

Work Type

• Full-time

Experience Level

• Supervisory
• Management

Education Level

• Bachelor's Degree

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 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.