Hospitality Manager

Cosm Sarl - The Colony, TX

Full-time - Mid Level

The Colony, TX

Merchant Wholesalers, Durable Goods

About the position

The Hospitality Manager at Cosm is responsible for overseeing the front of house hospitality teams to ensure that the venue's culture and established Pillars of Service are upheld. This role focuses on delivering a best-in-class Shared Reality Fan Experience through collaboration with various teams, managing daily operations, and implementing operational strategies to enhance guest experiences.

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, partnering with other departments to provide a holistic, fan-centric experience.
• Develop and maintain all hospitality-related standard operating procedures (SOPs) and conduct regular audits for compliance.
• Implement recognition programs to reward positive behaviors among staff.
• Manage weekly scheduling of Service teams, adapting to business needs and special events.
• Handle fan inquiries, complaints, and feedback to align with Cosm-worthy standards and produce positive reviews.
• Develop operational strategies to enhance guest experience and improve service quality.
• Identify and develop incremental revenue opportunities while staying current with industry trends.
• Oversee fan feedback programs and train teams on action planning based on data.
• Coordinate day-of-event collaboration with all departments for multiple program turns, including pre-shift meetings and closing reports.
• Ensure compliance with the Americans with Disabilities Act (ADA).
• Manage the Lost and Found program.
• Lead daily through the Pillars of Service: Connected, Optimistic, Service Oriented, and Memorable.

Requirements

• 3+ years of experience in attraction, restaurant, sports, hotel, or entertainment management roles.
• Bachelor's degree in business, hospitality, or marketing.
• Proven ability to build, train, and lead high-performing teams.
• Strong analytical and financial skills.
• Excellent communication and leadership skills.
• Ability to work seamlessly with peers and senior leaders across all business functions.
• Experience thriving in a fast-paced environment and adapting to daily changes.
• Strong organizational and planning skills, with the ability to prioritize and delegate effectively.
• Availability to work traditional and non-traditional hours, including nights, weekends, and holidays.
• Ability to stand and walk for long periods, including maneuvering up and down stairs.
• Proficient in Microsoft Word, Excel, and PowerPoint.

Nice-to-haves

• Proficient with guest service tools, point of sale systems, kitchen display systems, and human resource systems.