Floor Manager Players Club

Resorts World Las Vegas LLC; New York (NY); On-site; USD 72,000 - 91,000; Full time

Job summary

Resorts World New York City is seeking a Floor Manager for the Player Club. This role leads a team, assigns tasks, hires or interviews, trains staff, and ensures superior guest service while managing costs.

The manager sets performance standards, aligns goals with the organization, and enforces policies. Exceptional organizational and communication skills are essential in a fast-paced hospitality environment.

Qualifications

• Bachelor's degree in hospitality or closely related field; 3+ years in a management role or 7+ years in a management role; or 5+ years within Resorts World.
• Must be at least 18 years old and able to obtain required license.
• Fluency in English; additional languages a plus.

Responsibilities

• Maintain optimal guest service across all operational areas.
• Schedule, supervise, direct, train, counsel and evaluate staff.
• Keep areas tidy and stocked; manage cost controls and staff development.
• Assist with guest inquiries and resolve issues promptly.
• Coordinate with other departments to resolve guest issues and ensure correct messaging.
• Ensure adherence to policies, procedures, and safety guidelines.
• Prepare and submit essential paperwork and reports; attend meetings and trainings.
• Demonstrate strong customer and employee relations at all times.
• Perform other duties as assigned.

Skills

Directing employees

Scheduling

Training

Disciplining employees

Performance management

Customer service

Coaching

Employee relations

Conflict resolution

Education

Bachelor's degree in hospitality or closely related field

3 years' management experience

7 years' management experience

5 years' management experience within Resorts World

Job description

Job Responsibilities

The Floor Manager Player Club is responsible for assigning work and responsibilities, directing employees, scheduling and training to ensure that the work group operates at maximum efficiency. Participate in the employee selection process hiring interviewing and recommending that candidates are hired. Set performance standards for tasks, jobs and roles of their employees. Align individual performance expectations with organizational goals. Disciplining employees and issues corrective actions. Supervise personnel in the Player’s Club and Bus reception areas of the property. Ensure guests are receiving optimal levels of service and coach team members as needed. Assist with conflict resolution for guests. Assist as needed on the front line to expedite service.

The Manager is responsible for managing team members and directing daily operations, exercising independent judgment in staffing, scheduling, performance management, and enforcement of company policies. The Manager serves as a representative of management, spends the majority of time on supervisory and decision-making responsibilities, and provides input into hiring, discipline, and other employment actions that are given significant weight.

Essential Duties/Core Competencies

• Maintain an optimal level of guest service in all operational areas.
• Schedule, supervise, direct, train, counsel and evaluate staff.
• Keep assigned areas orderly, neat and stocked. Assure effective management of operational areas and the training and development of a professional staff so that an optimal level of customer service is delivered to guests while being mindful of operational cost controls.
• Assist with the management of guest inquiries to ensure timely responses.
• Work with other departments to ensure guest issues are resolved.
• Assist in monitoring guest communications to ensure accuracy in content and message delivery.
• 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 all work area(s) clean and participating in an overall floor cleanliness program. Attend periodic meetings and training sessions.
• Ensure employees are trained to work safely and efficiently within current regulatory guidelines.
• Evaluate shift schedules and adjust, if necessary, to accommodate Resorts World operational and departmental needs
• Prepare, maintain, and submit essential paperwork and reports.
• Ensure guests are being provided with superior customer service.
• Research and investigate incidents documenting findings in professional manner.
• Arrange and participate in meetings, conferences, and project team activities.
• Demonstrate outstanding customer and employee relations at all times.
• Perform other duties as assigned.

Work/Educational Experience

• Must be at least 18 years old and have the ability to obtain the appropriate license pursuant to the applicable statute, rules and regulations.
• Bachelor’s degree in hospitality or closely related field AND three (3) years’ experience in a management position OR Seven (7) years’ experience in a management position
• OR Five (5) years’ experience in a Management position within Resorts World

Essential 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 accommodation 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 employee 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 thirty (30) pounds, and varied instances of 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. Must have the ability to maintain discretion and confidentiality.

Ability to analyze situations in a calm and rational manner and render an appropriate decision.

Work Environment

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

The Company committed to achieving fill 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.

Pay Transparency: $71,853 - $91,460

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.