Manager Hospitality Services

Resorts World Las Vegas • New York, NY

7d • $65,000 - $78,000 • Onsite

About The Position

Under the direction of the organization’s Director of Hospitality Services, the Hospitality Services Manager is responsible for ensuring the Hospitality Executives/Ambassadors perform exceptional service to our VIP guests, provides complimentary items, and delivering dynamic service for assigned VIP high end guests, ensuring that staff complies with all state and local gaming control and internal audit regulations. This position will ensure that service plans for the targeted VIP high end guests from the time the guest arrives at the property and throughout the duration of their stay are adhered to, and will actively seek out VIP high end guests to introduce them to the Resorts World New York property and all it has to offer. The Hospitality Services Manager will be responsible for leading and monitoring the service levels of the Hospitality Services Executives/Ambassadors. Additionally, the manager of this guest forward facing division will ensure that all applicable programs will be implemented as needed and adhere to five diamond/five star standards of service. License Level: This is a gaming level position. The position is predominately customer service focused and has access to sensitive player information. Nothing in this description shall be interpreted to give this position the ability to make discretionary decision or develop and implement policies that will have long term impact on gaming operations.

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 have 5 years of experience in a food and beverage or hospitality environment and forward-facing casino environment.
• Must be highly fluent in Gaming, Hotel and Food and Beverage Operations.
• 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.
• The Team Member is regularly required to talk or hear.
• The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• The Team Member is 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 by this job 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 fifteen (15) pounds, and prolonged sitting during the shift.

Nice To Haves

• BA or higher in Hospitality Management related field preferred.

Responsibilities

• Maintains the daily operations in the department and oversees the Hospitality Services Executives/Ambassadors.
• Ensures departmental training standards for the team are followed, and assists the departmental Director in all necessary department specific training sessions.
• Assists the Director by providing feedback for employee performance evaluations.
• Schedules Hospitality Services team members and handles payroll for the team.
• Ensures the highest level of customer service is given to all of our VIP high end suite guests at all times.
• Develops a plan to attract high end business, and works closely with the Player Development Directors to actively reach out to new business prospects.
• Issues discretionary complimentaries to guests in accordance with the property comp matrix.
• Communicates and works closely with Housekeeping, Casino Marketing, Front Office, VIP Services, and Food and Beverage Operations to provide the highest level of service to our most elite clientele.
• Greets and escorts guests to their suites, explaining all services provided by the Hospitality Services staff.
• Coordinates guests room reservations, meals and special events, adhering to property complimentary guidelines.
• Maintains complete knowledge of menus and beverage lists, and demonstrates salesmanship in promoting these items.
• Assists in maintaining all inventory, equipment, administrative supplies and any necessary items within the department.
• Responsible for managing line level staff and effectively managing many personality types.
• Implements a calm environment when under pressure.
• Looks at opportunities to assist guests and staff at all times.
• Solution oriented, stays on task and promotes teamwork.
• Performs all duties of the Hospitality Services Executives/Ambassadors as needed.
• Performs all other job-related duties as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager