Hotel Operation Floor Manager

About the role

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

• Oversee daily hotel floor operations from check-in to check-out
• Coordinate with front desk, housekeeping, maintenance, and security teams
• Monitor staffing levels and assign duties
• Ensure adherence to operational standards, safety protocols, and brand guidelines
• Resolve guest concerns and maintain high levels of customer satisfaction
• Support team members through coaching, feedback, and on-the-job training
• Review performance metrics
• Assist with scheduling and inventory
• Collaborate 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