What are the responsibilities and job description for the Hotel Operation Floor Manager position at Resorts World New York City?
Company Description Resorts World New York City is the city’s only casino, located in Queens near JFK International Airport, featuring three expansive levels of gaming, including Slots and both Electronic and Live Table games. Guests enjoy a variety of dining options and free nightly entertainment, creating a dynamic, resort-style experience. The Hyatt Regency hotel and Sugar Factory, opened in August 2021, further enhance the property’s appeal as a stay-and-play destination. Since opening in October 2011, Resorts World New York City has generated more slot revenue than any casino in the country, reflecting its strong customer base and operational success. Candidates can explore additional opportunities and learn more about the organization’s culture and growth at http://www.rwnewyork.com/careers.
Role Description The Hotel Operation Floor Manager is a full-time, on-site role based at Resorts World New York City in Jamaica, NY. This position oversees daily hotel floor operations, ensuring a smooth guest experience from check-in to check-out, and coordinating with front desk, housekeeping, maintenance, and security teams. The manager monitors staffing levels, assigns duties, and ensures adherence to operational standards, safety protocols, and brand guidelines. Responsibilities include resolving guest concerns, maintaining high levels of customer satisfaction, and supporting team members through coaching, feedback, and on-the-job training. The role also involves reviewing performance metrics, assisting with scheduling and inventory, and collaborating with other departments to support special events and peak periods.
Qualifications
- Strong operations management skills, including oversight of hotel floor activities and coordination of multiple teams.
- Demonstrated ability to drive customer satisfaction, with experience in guest relations and service recovery.
- Excellent communication skills, with the ability to convey information clearly to guests and team members.
- Proven customer service skills, with a focus on hospitality, professionalism, and problem-solving.
- Experience in training and coaching staff to meet performance and service standards.
- Previous supervisory or management experience in hospitality, hotel operations, or a related service environment.
- Strong organizational, time management, and decision-making abilities in a fast-paced setting.
- Availability to work flexible hours, including evenings, weekends, and holidays as needed.
- High school diploma or equivalent required; associate or bachelor’s degree in Hospitality Management or a related field is preferred.