Manager Hospitality Services

Location: New York

## Manager Hospitality Services Apply locations:
Resorts World New Yorktime type:
Full time posted on:
Posted Todayjob requisition :
JR-02827#
** Job Responsibilities
**** Job Description
** Under the direction of the organization’s Director of Hospitality Services, the
** Hospitality Services Manager
** is responsible for ensuring the Hospitality Executives/Ambassadors perform exceptional service to our VIP guests, provides complimentary items, and delivering dynamic service for assigned VIP high end guests, ensuring that staff complies with all state and local gaming control and internal audit regulations.  This position will ensure that service plans for the targeted VIP high end guests from the time the guest arrives at the property and throughout the duration of their stay are adhered to, and will actively seek out VIP high end guests to introduce them to the Resorts World New York property and all it has to offer.
The Hospitality Services Manager will be responsible for leading and monitoring the service levels of the Hospitality Services Executives/Ambassadors.  Additionally, the manager of this guest forward facing division will ensure that all applicable programs will be implemented as needed and adhere to five diamond/five star standards of service.
** License Level:
** This is a gaming level position.  The position is predominately customer service focused and has access to sensitive player information.  Nothing in this description shall be interpreted to give this position the ability to make discretionary decision or develop and implement policies that will have long term impact on gaming operations.
** Essential Duties/Core Competencies
*** Maintains the daily operations in the department and oversees the Hospitality Services Executives/Ambassadors.
* Ensures departmental training standards for the team are followed, and assists the departmental Director in all necessary department specific training sessions.
* Assists the Director by providing feedback for employee performance evaluations, Schedules Hospitality Services team members and handles payroll for the team.
* Ensures the highest level of customer service is given to all of our VIP high end suite guests at all times.
* Develops a plan to attract high end business, and works closely with the Player Development Directors to actively reach out to new business prospects.
* Issues discretionary complimentaries to guests in accordance with the property comp matrix.
* Communicates and works closely with Housekeeping, Casino Marketing, Front Office, VIP Services, and Food and Beverage Operations to provide the highest level of service to our most elite clientele.
* Greets and escorts guests to their suites, explaining all services provided by the Hospitality Services staff.
* Coordinates guests room reservations, meals and special events, adhering to property complimentary guidelines.
* Maintains complete knowledge of menus and beverage lists, and demonstrates salesmanship in promoting these items.
* Assists in maintaining all inventory, equipment, administrative supplies and any necessary items within the department.
* Responsible for managing line level staff and effectively managing many personality types.  Implements a calm environment when under pressure.
* Looks at opportunities to assist guests and staff at all times.
* Solution oriented, stays on task and promotes teamwork.
* Performs all duties of the Hospitality Services Executives/Ambassadors as needed.
* Performs all other job-related 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.
* BA or higher in Hospitality Management related field preferred.
* Must have 5 years of experience in a food and beverage or hospitality environment and forward-facing casino environment.
** 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…