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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 participating in the employee selection process, setting performance standards, disciplining employees, and supervising personnel in the Player’s Club and Bus reception areas. The Manager will ensure guests receive optimal service, assist with conflict resolution, and provide front-line support as needed.

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 interviewing and recommending hires.
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.
Provide front-line assistance 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, spending the majority of time on supervisory and decision-making responsibilities.
Provide input into hiring, discipline, and other employment actions.
Maintain an optimal level of guest service in all operational areas.
Counsel and evaluate staff.
Keep assigned areas orderly, neat, and stocked.
Ensure 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 resolve guest issues.
Monitor guest communications for accuracy.
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 work areas clean and participate in floor cleanliness programs.
Attend periodic meetings and training sessions.
Ensure employees are trained to work safely and efficiently within regulatory guidelines.
Evaluate and adjust shift schedules to meet 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.
Perform other duties as assigned.

Requirements

Must be at least 18 years old.
Must be able to obtain the appropriate license pursuant to applicable statutes, rules, and regulations.
Ability to read, analyze, and interpret documents such as policy and procedure manuals and maintenance instructions.
Ability to respond to common inquiries from 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 and maintain reports.
Ability to maintain discretion and confidentiality.
Ability to analyze situations calmly and rationally and render appropriate decisions.
Must be able to interact with internal and external guests in a professional manner.
Must be able to work varying schedules to reflect business needs.
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 thirty (30) pounds.
Varied instances of standing/walking.

Skills

Hospitality management
Staff supervision
Scheduling
Training
Performance management
Employee relations
Conflict resolution
Guest service
Operations management
Policy enforcement
Communication (written and verbal)
Mathematical calculations
Report generation
Discretion and confidentiality
Problem-solving
Customer service
Teamwork
Second language proficiency (a plus)

Location

New York City

Work Type

Full-time
Onsite

Experience Level

3 years of experience in a management position (with Bachelor's degree)
7 years of experience in a management position
5 years of experience in a Management position within Resorts World

Education Level

Bachelor's degree in hospitality or closely related field

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 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.