Floor Manager Hotel Ops

Resorts World Las Vegas; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Resorts World New York City is seeking a Hotel Operations Floor Manager to oversee Front Office and Housekeeping, training and scheduling staff, and ensuring exceptional guest service. You will maintain room inventory, oversee cash handling, and collaborate with other leaders to drive hotel success.

The role requires 6+ years in hotel front office or housekeeping, a Bachelor’s degree with supervisory experience, and the ability to obtain NY Lottery and Gaming Commission licenses.

Qualifications

• Must be at least 18 years old with high school diploma or equivalent and able to obtain license under New York State Lottery regulations.
• Must obtain and maintain license through New York State Gaming Commission.
• Bachelor’s Degree and two years’ supervisory experience OR four years’ management experience OR two years’ supervisory experience within Resorts World.
• Six 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.

Responsibilities

• Assist in overseeing the Front Office and Housekeeping departments.
• Train, schedule, and delegate tasks for Front Office and Housekeeping.
• Ensure prompt and friendly guest service and satisfaction.
• Provide open communication to guests from pre-arrival to post-stay survey.
• Ensure department behaviors align with RWNYC & Hyatt core values.
• Collaborate with other operational leaders to ensure hotel success.
• Supervise Front Office and Housekeeping staff.
• Create detailed checklists for each position to ensure duties are completed during shifts.
• Maintain guest room inventory and ensure cash handling follows policies.
• Maintain pricing, rates, specials, and packages information.
• Analyze and resolve guest complaints.
• Ensure proper staffing levels for customer service goals.
• Maintain cleaning programs for guest rooms, public spaces, and back-of-house; oversee periodic deep cleaning.
• Maintain par levels for housekeeping supplies and amenities per purchasing guidelines.
• Conduct ongoing inspections to meet cleanliness standards.
• Perform other duties as assigned.

Skills

High energy

Motivational

Articulate communication

Customer service orientation

MS Word and Excel

Organizational skills

Interpersonal skills

Flexible scheduling

Attention to detail

Education

Bachelor's Degree

Tools

MS Word

MS Excel

Job description

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.

W__ork 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.

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.

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.