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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 detailed checklists for each position to ensure all duties 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.
- Perform periodic special projects such as floor care, deep cleaning, and mattress flipping.
- Maintain required par levels for all housekeeping supplies and amenities per established purchasing guidelines.
- Conduct ongoing inspections of guest rooms and public spaces to ensure cleanliness standards.
- Perform any 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 prior to start date.
- 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 perform each job responsibility satisfactorily.
- Ability to perform physical demands including standing, walking, sitting, using hands, reaching, climbing, balancing, stooping, stretching, bending, kneeling, crouching, crawling.
- Ability to lift or maneuver at least fifty (50) pounds.
- Ability to read, analyze, and interpret documents such as policy and procedure manuals.
- 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.
- 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.
- Ability to interact with internal and external guests in a professional manner.
- Ability to work varying schedules to reflect the business needs of the property.
Skills
- Microsoft Word
- Microsoft Excel
- Organizational skills
- Interpersonal skills
- Administrative skills
- Customer service
Location
- New York
Work Type
- Full-time
Experience Level
- Supervisory
- Management
- Hotel Front Office
- Housekeeping
Education Level
- Bachelor’s Degree
Salary/Compensations
- $71,853 - $84,830
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.