Hospitality Services Executive

Job Responsibilities

Under the direction of the organization’s Manager of Hospitality Services, the Hospitality Services Executive is responsible for ensuring VIP guests are provided with exceptional service from arrival to departure by providing complimentary services and delivering dynamic service to assigned VIP high end guests. The Hospitality Services Executive will also 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 Executive will be responsible for creating memorable experiences for VIP guests and handling all aspects of their stay. Additionally, the team member of this guest forward facing division will adhere to five diamond/five-star standards of service.

Essential Duties/Core Competencies

• Escorts guests to and from specific locations within the property.
• Performs services including, but not limited to ironing and steaming of clothing, shining shoes, and service of meals as requested by VIP guests.
• Prepares assigned suites for targeted VIP guests’ arrival.
• Assists guests in unpacking, packing, and the selection, care and maintenance of their wardrobe.
• Serves food and beverages as a function of hosting targeted VIP guests.
• Responsible for maintaining the company’s standards of service to guests and staff at all times in addition to upholding the standards or cleanliness and appearance for all areas.
• Works with safety as a priority and follows department and company safety standards to include health code compliance.
• Understands and is well versed in the resort hotel features and services including all outlets hours of operation, activities and events available to guests.
• Attends required training classes and incorporates knowledge gained into daily work practices.
• Maintains awareness of guest experience at all times, smiles and makes eye contact, and communicates professionally.
• Issues discretionary complimentary to guests in accordance with the property comp matrix.
• 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.
• Demonstrates consistent regard and dedication to guests, 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 customer 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.
• Performs other tasks 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.
• Two 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 enable individuals with disabilities to perform the essential functions.

• Must be highly fluent in Gaming, Hotel and Food and Beverage Operations.

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 deadlines.

Work Environment

The work environment characteristics described here are representative of those that exists while Team Members 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 casino, kitchen, restaurant or property floor 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, Team Members 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: $30 - $33.65

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.