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About the Role

The Hotel Operations Floor Manager assists in overseeing the Front Office and Housekeeping departments, including training, scheduling, and task delegation, while ensuring guest satisfaction.

Responsibilities

• Support hotel operations by responding to the needs of the Front Office and Housekeeping departments.
• Provide open communication to guests from pre-arrival to post-stay survey.
• Ensure Front Office and Housekeeping employees’ behaviors align with RWNYC & Hyatt’s core values.
• Collaborate with other operational leaders to ensure hotel success.
• Supervise employees within Front Office and Housekeeping divisions.
• Create a detailed checklist for each position to ensure all duties/functions are accomplished during a shift.
• Maintain guest room inventory.
• Ensure all operations and cash handling are performed per 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 areas, including periodic special projects.
• Maintain required par levels for all housekeeping supplies and amenities per established purchasing guidelines.
• Conduct ongoing inspection of guest rooms and public spaces to ensure cleanliness standards are met.
• Perform any other job-related duties as assigned.

Requirements

• Ability to perform each job responsibility satisfactorily.
• Regularly required to talk and hear.
• Regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• 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 include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Moderate physical ability such as lift or maneuver at least fifty (50) pounds.
• Varied instances of sitting and/or standing/walking.
• Ability to read, analyze, and interpret documents such as policy and procedure manuals and maintenance instructions.
• Ability to respond to common inquiries from other employees or guests.
• Fluency in English required, second language a plus.
• 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 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.
• Ability to work in a fast-paced environment.
• Service-oriented demeanor with professional presentation skills.
• Must be high energy, motivational, articulate, and effective in providing exceptional customer service.
• Must have excellent organizational, interpersonal, and administrative skills.
• Must have flexible work availability, including mornings, evenings, weekends, and holidays.

Skills

• Microsoft Word
• Microsoft Excel

Location

• New York

Work Type

• Full-time

Experience Level

• Two (2) years’ experience in a Supervisory position
• Four (4) years’ experience in a management position
• Two (2) years’ experience in a Supervisory position within Resorts World
• Six (6) years related work experience in Hotel Front Office or Housekeeping

Education Level

• High school or equivalent diploma
• Bachelor’s Degree

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.