Hospitality Manager

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