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Supervisor Receptionist Spa
US-NV-Las Vegas

Job Title: Supervisor Receptionist Spa

Location: Wynn

Job Description and Responsibilities:

Wynn Resorts is the recipient of more Forbes Travel Guide Five Star Awards than any other independent hotel company in the world. Wynn Las Vegas opened on April 28, 2005 and was once again named the best resort in Nevada on Condé Nast Traveler’s 2018 “Gold List,” a title received for the tenth time. Wynn and Encore Las Vegas feature two luxury hotel towers with a total of 4,750 spacious hotel rooms, suites and villas, approximately 192,000 square feet of casino space, 21 dining experiences featuring signature chefs and 11 bars, two award-winning spas, approximately 290,000 square feet of meeting and convention space, approximately 103,000 square feet of retail space as well as three nightclubs, a beach club and recreation and leisure facilities. In addition to two luxury retail esplanades, a Strip-front expansion, Wynn Plaza, is currently under construction and is scheduled to be completed by the third quarter of 2018.

The Receptionist Supervisor is responsible for assisting with the day to day operations of the department to ensure Wynn Las Vegas standards are maintained by the staff. This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction and serves as a Spa Supervisor on duty during designated shifts.

*Responsible for maintaining the Wynn and Forbes standards of service to guests and coworkers at all times.
*Knows and adheres to Wynn policies and procedures, embraces company culture and takes pride in the resort and amenities.
*Understands and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
*Maintains a positive, enthusiastic attitude while embracing the Wynn Resorts core values and promises, along with the spa culture and values.
*Ensures the Wynn standards of cleanliness and appearance for all areas.
Works with safety as a priority, and follows department and company safety standards.
*Provides accurate, appropriate and immediate responses to guest requests, ensuring complete guest satisfaction while anticipating their needs.
*Must lead by example for line level employees by demonstrating exceptional guest and employee interactions along with following all company and department guidelines.
*Consults regularly with all levels of management within the company to provide constructive feedback to other departments to help enhance the guest experience.
*Responsible for leading, managing and developing the reception team and line level staff. Serves as the Spa • Supervisor on duty and assists with all daily guest and employee requests/challenges while effectively communicating with the leadership team. Implements a calm environment when under pressure.
*Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for tracking and logging all guest challenges as outlined in company department policy.
*Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
*Accurately assist guests with check-in for spa reservations and spa access.
*Accurately schedule spa appointments via telephone reservation or in person. Is knowledgeable on all spa treatments and salon services offered and can actively suggest services to maintain sales while following • Forbes standards.
*Accurately receive payment of services to department standards and properly account for all transactions and monies.
*Reconcile daily sales, deposits and invoices as outlined in department policy.
*Responsible for providing support to the Spa Director, Assistant Director and Manager.
*Required to participate in Hotel Operations Leadership training.
*Solution oriented, avoiding conflict and gossip, stays on task and promotes teamwork.
*Attends required meetings and/or training classes and incorporates new knowledge gained into daily work practices.
*Responsible for conducting performance reviews, trainings and meetings with the staff to ensure proper communication, engagement and overall development of the staff.
*Responsible for managing labor, employee payroll, vacation and other benefits tracking, as well as maintenance of applicable licenses and work cards.
*Assists management with hiring practices for the department. Must have the ability to interview and identify excellent staff to create an exceptional service culture.
*Responsible for actively educating, training and incentivizing the staff on services offered and assist with department service revenue growth.
*Looks for opportunities to assist peers, guests, other departments or leaders at all times.
*Responsible for all inventory, equipment, administrative supplies and any necessary items within the Spa areas.
*Ensures staff is equipped with all tools to serve the guests’ needs.
Able to assist in the fitness area by ensuring equipment is maintained and being available for guests.
*Responsible for assisting with balancing the books for the technical team.
*Ensures proper opening/closing of the spa.
*Must maintain a complete knowledge of industry through continuing education and training

Job Requirements:

*Must be 18 years of age or older.
*Must possess a current Food Handler’s Card.
*Combination of education equivalent to graduation from high school (High school diploma) or any other combination of education, training and experience that provides the required knowledge, skills and abilities.
*Experience working in a demanding high volume luxury spa or resort environment. Prior leadership experience is preferred but not required.
*Proven experience in managing multiple priorities simultaneously and meeting deadlines.
*Must possess excellent communication skills, both verbal and written
*Candidate should possess feedback skills at all levels; push back, challenge status quo in and out of the office and strong motivational feedback.
*Must have problem negotiation, problem solving & decision making skills.
*Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail and the ability to multi-task.
*Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
*Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request.
*Weekend availability. Schedule for this position is not set. Must be available to work all shifts and be able to flex schedule based on business demands.
*Candidate must be able to work efficiently within a team environment.
*Must be able to work effectively in stressful, high-pressure situations.
*Candidate must be well groomed and professional.
*Must have an open mind and willingness to learn and innovate new processes, concepts, and ways of approaching analysis.
*Must be open to coaching and feedback to ensure growth and development.
*Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
*Candidate must maintain the highest levels of confidentiality regarding guests and staff.
*Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
*Prior knowledge of the following systems is preferred: SpaSoft, HotSOS, Market Metrix, MMS Agilysys and Opera.
*Must be able to satisfactorily communicate English with guests, management, and other employees to their understanding. Additional foreign language a plus.