Assistant Manager Front Office Resort Tower
US-NV-Las Vegas

Job Title: Assistant Manager Front Office Resort Tower

Location: Wynn

Job Description and Responsibilities:

Wynn Resorts is a Fortune 500 company led by hospitality industry visionary Steve Wynn. Currently operating in the top two casino gaming markets in the world, Wynn is financially stable and growth oriented. Our 12,000 employees at our Wynn Las Vegas and Encore properties have helped us win more Forbes Travel Guide Five-Star Awards than any other independent hotel company in the world. Wynn resorts are known for their innovative design, luxury offerings, and exceptional guest service. Joining Wynn means working for a leader in the global resort industry, one that has set today’s standards and will likely define them tomorrow.

Responsible for the management and supervision of the daily shifts and provide support to the Senior Management in the front and back office operations, ensuring quality guest service is delivered consistently to all guests and immediately addresses and resolves guest challenges and feedback while adhering to Forbes 5-Star/AAA 5-Diamond Service Standards and Wynn|Encore Las Vegas Core Values and all policies and procedures. Maintains consistent Lobby and Front Desk presence, ensuring all staff are performing in accordance with our Company standards. Act as a hotel ambassador for guests and inter-departmental requests and inquiries.

* Extensive knowledge of Property Management System
* Extensive knowledge of Wynn|Encore Las Vegas room types and amenities
* Comprehensive knowledge of Wynn|Encore Las Vegas property offerings, locations, amenities and services provided
* Acts as a liaison between guests and all other Property Departments
* Resolve guest challenges and special requests within limits of authority and empowerment and in a timely manner by coordinating with outside Departments
* Responsible for maintaining a working knowledge of current promotions and rate codes
* Ensure all guests and employee interactions are in accordance to Forbes 5-Star/AAA 5-Diamond standards, in order to maintain the integrity of the Wynn|Encore Las Vegas ambiance while promoting hotel facilities and services
* Actively promotes and uses the Company’s Core Values to lead by example when interacting with employees and guests
* Actively pre-shifts staff to communicate Company updates, policy changes, hotel occupancy, special events, and messages from Senior Management
* Handle all financial verification transactions carefully to ensure Front Desk Guest Service Representative cash banks are accurately balanced at the end of each shift
* Maintains the cleanliness and supply levels of Front Desk
* Accurately completing checklists and reports associated with specific shifts and pass down appropriate information
* Assist in the recruitment and interview process; conduct initial screening of all possible candidates
* Creation of weekly staff schedule and daily monitoring of shift break board, ensuring staff are reporting to work, leaving and taking breaks on time and controlling payroll expenses by allowing staff to leave early during slow periods
* Verifying accuracy of employee clock-ins/outs in Kronos and tracking attendance
* Support hotel rate integrity and availability
* Conducts shift rounds to include inspection of all applicable Public Areas
* Maintain and execute staff engagement programs by monitoring team performance and contribution to overall department goal
* Creates and issues Employee Evaluations, upon approval from Front Office Manager
* Develop and provide staff advancement for promotional opportunities
* Ensure staff is being recognized and praised for positive performance
* Conduct systems training (Opera, Go Concierge, Patron, VIP Tickets and HotSOS) along with Forbes 5-Star/AAA 5-Diamond/Consortia service training to all new hires;
Provide guidance and support on a daily basis and ensure on-going recertification of information is conducted
* Reviews Market Metrix on a regular basis, responds to guest correspondence, and resolves challenges in a timely manner
* Monitor and correct performance of employees; Coach/Counsel employees as needed; Issue Disciplinary Action for all Front Desk staff, as approved by Front Office Manager
* Ensure employees are in compliance with Department and Company policies
* Manages compensation by consistently logging issued compensation in HotSOS
* Responsible for thorough completion of special projects/assignments provided by Senior Management
* Possess the appropriate knowledge and skill level to act a Assistant Front Office Manager in the Tower Suites, VIP Services, Satellite, Front Desk Call Center, or to assist in the capacity of a Lobby Ambassador, or Back Office Support during peak periods

Job Requirements:

* High school diploma or equivalent
* Minimum (2) years Front Office or Hotel Management experience in a luxury resort
* Money handling, basic level math, accounting responsibilities
* Must be at least (21) years of age
* Excellent customer service, written and verbal communications and telephone etiquette skills
* Proficiency with MS Office
* A college degree and second language preferred but not required