Manager Hospitality Services

Job Responsibilities

Under the direction of the organization’s Director of Hospitality Services, the Hospitality Services Manager ensures Hospitality Executives/Ambassadors provide exceptional service to VIP guests, dispensing complimentary items and delivering dynamic service to assigned high‑end guests. The manager oversees adherence to all state and local gaming control and internal audit regulations, ensures service plans from arrival to departure are followed, and actively identifies new VIP guests to introduce them to Resorts World New York.

• Maintain daily operations of the department and supervise Hospitality Services Executives/Ambassadors.
• Ensure departmental training standards are met and assist the Director in training sessions.
• Provide feedback for employee performance evaluations, schedule team members, and manage payroll.
• Deliver the highest level of customer service to all VIP high‑end suite guests.
• Develop plans to attract high‑end business and collaborate with Player Development Directors to reach new prospects.
• Issue discretionary complimentary items in accordance with the property comp matrix.
• Coordinate with Housekeeping, Casino Marketing, Front Office, VIP Services, and Food and Beverage Operations to serve elite clientele.
• Greet and escort guests to suites, explaining all available services.
• Manage room reservations, meals, and special events while adhering to mandatory guidelines.
• Maintain complete knowledge of menus and beverage lists, promoting these items with salesmanship.
• Assist in maintaining inventory, equipment, and administrative supplies.
• Manage line‑level staff, handling diverse personalities and maintaining calm under pressure.
• Seek opportunities to assist guests and staff, staying solution oriented and promoting teamwork.
• Perform all duties of Hospitality Services Executives/Ambassadors as needed.
• Perform any additional job‑related duties as assigned.

Must be at least 18 years old and able to obtain the required gaming license. A BA or higher in Hospitality Management or a related field is preferred. Minimum of five years’ experience in food and beverage, hospitality, or a forward‑facing casino environment is required.

• Highly fluent in Gaming, Hotel, and Food & Beverage Operations.
• Strong decision‑making and problem‑solving skills.
• Ability to work well under pressure and meet deadlines.
• Must be able to obtain and maintain an appropriate gaming license.

• Regularly required to talk or hear, stand, walk, sit, and use hands to handle objects.
• Occasionally required to reach, sit, climb, balance, stoop, stretch, bend, kneel, crouch, or crawl.
• Must lift or maneuver at least fifteen (15) pounds and endure prolonged sitting during shifts.
• Requires close, distance, color, peripheral, and depth vision along with the ability to adjust focus.

Fluent in English. Ability to read, analyze, and interpret policy manuals and other documents; respond to common inquiries; write detailed instructions; and present information in one‑on‑one and small group settings.

Compute complex calculations; apply probability, statistics, fractions, percentages, ratios, and proportions to practical situations; decipher reports and maintain records with strong analytical thinking.

Noise level typically moderate; increases to loud in casino, kitchen, restaurant, or property floor areas. Must interact professionally with internal and external guests and work varying schedules to meet business needs.

$65,000–$78,000

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, sexual orientation, or any other status protected by law. We welcome the strength of diversity in our workforce.

Resorts World New York City strives to provide guests with world‑class gaming, exquisite dining, and unique entertainment experiences.