Hospitality Manager

Summary:

The Hospitality Manager will be responsible for directly overseeing the front of house hospitality teams to ensure that Cosm’s culture and established Pillars of Service are met throughout the venue; ranging from our Fan Experience to our Food & Beverage teams. As the Hospitality Manager, you will be responsible for working with various teams to bring passion and enthusiasm while delivering the best-in-class Shared Reality Fan Experience.

Responsibilities:

• Recruit, train, and develop a bench of exceptional team members to deliver Cosm’s best-in-class fan experience.
• Oversee daily operations of the Service team, while partnering with other departments to provide a holistic, fan-centric Cosmworthy experience.
• Partner with the Cosm Academy team to develop and maintain all hospitality related SOP’s standard operating procedures and policies and conduct regular audits to ensure compliance with our CosmWorthy Standards.
• Implement existing recognition program using the Cosm academy to reward the right behavior on a daily, weekly, monthly, and yearly basis.
• Responsible for weekly scheduling of Service teams with the ability to adapt to needs of the business and/or special events
• Handle fan inquiries, complaints, and feedback to align with Cosm worthy standards and produce positive reviews across all social platforms
• Developing and implementing operational strategies to enhance the guest experience and improve service quality
• Develop incremental revenue opportunities across the business while staying current with industry trends and best practices
• Oversight of fan feedback programs while training teams how to action plan based on data.
• Partner with Purchasing Manager to facilitate weekly inventory needs.
• Coordinate the day of event collaboration with all other departments for multiple program turns within a specific day, including pre-shift meetings and closing reports
• Manage facility’s compliance to Americans with Disabilities Act (ADA) compliance.
• Assist to oversee and manage the Lost and Found program.
• Must Lead daily through our Pillars of Service: Connected, Optimistic, Service Oriented and Memorable.

Experience:

• 3+ years of attraction, restaurant, sports, hotel, or entertainment experience in a Management Role.
• Bachelor's degree in business hospitality or marketing
• Proven ability to build, train, and lead high-performing teams to align internally around critical sales and marketing initiatives to enhance the guest experience.
• Strong analytical and financial skills are a must.
• Excellent communication and leadership skills.
• Able to work seamlessly with peers and senior leaders across all business functions.
• Experience thriving in a fast-paced environment; must be able to adapt to change daily.
• Organization and planning skills: prioritizing and handling multiple tasks and delegating effectively.
• Able to work traditional and non-traditional hours (nights, weekends, holidays) as required.
• Availability to work varied shifts, including evenings, weekends, and holidays.
• Ability to stand and walk for long periods of time including maneuvering up and down stairs.
• Proficient with Microsoft Word, Excel, and PowerPoint
• Proficient with guest service tools, point of sale systems, kitchen display systems, and human resource systems preferred