Hospitality Manager

$70,000 - $80,000/Yr

Cosm Sarl - Inglewood, CA

Full-time - Mid Level

Inglewood, CA

Merchant Wholesalers, Durable Goods

About the position

The Hospitality Manager at Cosm will play a pivotal role in overseeing the front of house hospitality teams, ensuring that the company's culture and established Pillars of Service are consistently met throughout the venue. This position is crucial in delivering a best-in-class Shared Reality Fan Experience, which encompasses various aspects of hospitality, including Fan Experience and Food & Beverage services. The Hospitality Manager will be responsible for fostering a passionate and enthusiastic environment, working collaboratively with different teams to enhance the overall guest experience. In this role, the Hospitality Manager will recruit, train, and develop a team of exceptional members dedicated to delivering Cosm's renowned fan experience. Daily operations of the Service teams will be overseen, with a focus on creating a holistic, fan-centric experience that aligns with Cosm's standards. The manager will also partner with the Cosm Academy team to develop and maintain hospitality-related Standard Operating Procedures (SOPs) and policies, conducting regular audits to ensure compliance with CosmWorthy Standards. Additionally, the Hospitality Manager will be responsible for implementing a recognition program to reward exemplary behavior among team members. Weekly scheduling of Service teams will be a key responsibility, requiring adaptability to meet the needs of the business and special events. The manager will also oversee fan feedback programs, training teams to develop action plans based on collected data. Coordination with the Purchasing Manager for inventory needs and collaboration with other departments for event management will be essential components of this role. The Hospitality Manager will also address guest complaints and ensure compliance with the Americans with Disabilities Act (ADA), while managing the Lost and Found program. Leading daily operations through the company's Pillars of Service—Connected, Optimistic, Service Oriented, and Memorable—is a fundamental expectation of this position.

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 teams, 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 and policies and conduct regular audits to ensure compliance with our CosmWorthy Standards.
• Develop a holistic 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.
• 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.
• Assist with handling the complaints or concerns from guests.
• Manage facility's compliance to Americans with Disabilities Act (ADA) compliance.
• Assist to oversee and manage the Lost and Found program.
• Lead daily through our Pillars of Service: Connected, Optimistic, Service Oriented and Memorable.

Requirements

• 3+ years of attraction, restaurant, sports, hotel, or entertainment experience in a Management Role.
• Excellent communication, time management and organization skills.
• Ability to work on a team.
• Energy and enthusiasm.
• 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.