Job Description

The Player Club Floor Manager is responsible for assigning work and responsibilities, directing employees, scheduling and training to endure that the work group operates at maximum efficiency. Participates 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. Disciplines employees and issues corrective actions. Supervise personnel in the Player’s Club, PBX 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.

Essential Duties

• 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 of 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 adjusts, 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.

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 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 maintains 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 work environment characteristics described here are representative of those that exists while Team Members 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 casino, kitchen, restaurant or property floor 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, Team Members must be able to work varying schedules to reflect the business needs of the property.

Work/Educational Experience

• 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.
• 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

Salary Range: $63,400 - $82,500