Job Responsibilities

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.

Essential Duties

• 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.

Job Requirements

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical and Mental Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee 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. Essential responsibilities include moderate physical ability such as lift or maneuver at least fifty (50) pounds, and varied instances of sitting and/or standing/walking.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  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.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and maintain reports upon request. 

Work Environment:

The work environment characteristics described here are representative of those that exists while employees are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is typically moderate. When on the property or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
• Due to the unpredictable nature of the hospitality/entertainment industry, employees must be able to work varying schedules to reflect the business needs of the property.

Qualifications

• Must be at least 18 years old, possess a high school or equivalent diploma and have the ability to obtain the appropriate license pursuant to the New York State Lottery 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.

Working at Resorts World:

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.