Hotel Operations Floor Manager

Resorts World Las Vegas•New York, NY

4d•Onsite

About The Position

The Hotel Operations Floor Manager is responsible for assisting in overseeing the Front Office and Housekeeping departments. Their responsibilities include the training, scheduling, and delegation of tasks for these respective divisions while ensuring prompt and friendly guest service and satisfaction. This role supports the hotel operation by responding to the needs of the Front Office and Housekeeping departments, providing open communication to guests from pre-arrival to post-stay survey, and ensuring that Front Office and Housekeeping employees’ behaviors align with RWNYC & Hyatt’s core values. The manager will collaborate with all other stakeholders, including fellow operational leaders, to ensure the success of the hotel. They will supervise employees within Front Office and Housekeeping divisions, create detailed checklists for each position to ensure all duties/functions are accomplished during a shift, and maintain guest room inventory. Additionally, they will ensure all operations and cash handling are done per policies and procedures, maintain information on prices, rates, specials, packages, and programs, and analyze, investigate, and resolve guest complaints. The role also involves ensuring proper staffing levels for customer service goals, maintaining a regularly scheduled cleaning program for guest rooms, hallways, public spaces, and back of house areas, as well as periodic special projects. Maintaining required par levels for all housekeeping supplies and amenities per the hotels established purchasing guidelines and conducting ongoing inspection of guest rooms and public spaces to ensure cleanliness standards are met are also key responsibilities. Any other job-related duties as assigned will also be part of the role.

Requirements

Must be at least 18 years old and have the ability to obtain the appropriate license pursuant to the applicable statute, rules and regulations.
Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission.
Bachelor’s Degree AND two (2) years’ experience in a Supervisory position.
OR Four (4) years’ experience in a management position.
OR Two (2) years’ experience in a Supervisory position within Resorts World.
Six (6) years related work experience in Hotel Front Office or Housekeeping.
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 be proficient in Microsoft Word and Excel.
Must have excellent organizational, interpersonal, and administrative skills.
Must have flexible work availability, including mornings, evenings, weekends, and holidays.
Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents.
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 maintains reports upon request with 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.
Moderate physical ability such as lift or maneuver at least fifty (50) pounds.
Prolonged sitting during the shift.

Nice To Haves

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Responsibilities

Support the hotel operation 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 that Front Office and Housekeeping employees’ behaviors align with RWNYC & Hyatt’s core values.
Collaborate with all other stakeholders, including fellow other operational leaders to ensure the success of the hotel.
Supervise employees within Front Office and Housekeeping divisions.
Create a detailed checklist for each position to make sure all duties/functions are being accomplished during an associate’s shift.
Maintain guest room inventory.
Ensure all operations and cash handling are done per policies and procedures.
Maintain information on prices, rates, specials, packages, programs, etc.
Analyze, investigate, and resolve guest complaints.
Ensures proper staffing levels for customer service goals.
Maintain a regularly scheduled cleaning program for guest rooms and hallways, public spaces and back of the house as well as periodic special projects such as floor care, deep cleaning, mattress flipping.
Maintain required par levels for all housekeeping supplies and amenities per the hotels established purchasing guidelines.
Conduct ongoing inspection of guest rooms and public spaces to ensure cleanliness standards are being met.
Perform any other job-related duties as assigned.