Job Responsibilities

The Hotel Operations Manager is responsible for the hotel operations, front office operations, housekeeping and includes guest service agents, retail, call center, wardrobe, guest room attendant, houseperson, bell staff and Hotel Ops shift manager. The front office manager is also the manager on duty for the hotel operations.

Essential Duties/Core Competencies

• Upholds and complies with Company’s Standards at all times.
• Establishes and maintains standards of a 5-star service.
• Manages the hotel operations, employees and employee’s/guest relationship.
• Responds to guest complains.
• Responds in a courteous, professional, and rapid manner in order to resolve all guest and staff difficulties.
• Conducts accurate Payroll and scheduling towards business needs.
• Manages and witnesses closing paperwork and money drops.
• Manages day-to-day Front office operations.
• Coordinates Front Desk activities with Guest Relations and other departments for all VIPs.
• Performs daily guest room inspections.
• Maintains proper credit and cash bank procedures.
• Checks cashier in and out and verifies banks and deposits at the end of each shift.
• Enforces all cash-handling, check-cashing, and credit policies.
• Controls hotel inventories to achieve maximum sell out at maximum rate.
• Attends pre-convention meetings and works closely with meeting planners to coordinate group activity.
• Manages effective recruitment, hiring, training, recognition, coaching and counselling and other personnel related matters are being handled appropriately throughout assigned departments.
• Facilitates and ensures that performance reviews of all employees within department are complete on a yearly basis.
• Manages payroll and all other activities 
• Performs other tasks as assigned.

Core Competencies

• Demonstrates consistent regard and dedication to guests, vendors, colleagues and the Company by being engaged, interested and productive
• Demonstrates a working knowledge of our marketplace; actively and collaboratively assists in building the best practices necessary for the Company’s success
• Demonstrates an understanding of the impact actions and decisions have on the Company both financially and on guest relations
• Demonstrates the courage and initiative to present new ideas and perspective to create positive results
• Exhibits respectful consideration of viewpoints, situations and others
• Puts the guest at the forefront of every decision

Work/Educational Experience

• BA/BS in Business Administration, Marketing, Hotel and Restaurant Management or a related field Five (5) years Front Office or Hotel Management experience with three (3) years in a supervisory capacity in a high-volume luxury property
• Previous experience in a five-star facility preferred
• Previous experience in a resort casino environment preferred
• Must be able to obtain and maintain the appropriate license through the New York State Gaming Commission

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 accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
• Able to complete all assigned task despite frequent stressful, emergency, critical or unusual interruptions.
• Strong supervisory and communication skills
• Strong Organizational skills and demonstrated problem solving skills
• Working knowledge of Microsoft Office

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 Team Member is regularly required to talk or hear. The Team Member is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The Team Member 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 fifteen (15) pounds, and prolonged sitting during the shift. 

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals and other related documents.  Ability to respond to common inquiries from other Team Members or guests. Fluency in English required.  Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and small group situations.

Mathematical Skills & Reasoning Ability:

Ability to compute complex mathematical calculations. Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to decipher various reports and maintains reports upon request with strong decision-making and problem-solving skills. Ability to work well under pressure and deadline

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.

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.

Pay Transparency: $73,550 - $103,000

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.