Job Description

The Assistant Hotel Manager is the main point of contact for our guests that require assistance with addressing a subject matter that has not been resolved to their satisfaction. Responsibilities include prioritizing the needs of the guest while protecting the assets of Wynn Resorts in a safe and secure manner. The Assistant Hotel Manager provides support and direction for the overall operation during escalated incidents.

Job Responsibilities:

• 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; utilizes this knowledge to conduct informative front and back of house tours

• Acts as a liaison between guests and all other property departments

• Works close with Corporate Investigations, Guest Claims, and Security to ensure the overall safety of our patrons

• Resolve guest challenges and special requests within limits of authority and empowerment and in a timely manner by coordinating with outside departments

• Ensure all guests interactions are in accordance with Forbes 5-Star standards, in order to maintain the integrity of the Wynn|Encore Las Vegas ambiance while promoting hotel facilities and services

• Provides assistance to the Hotel Manager and Senior Hotel Manager

• Act as the Management Representative for the Resort during escalated guest and Security issues including Crisis Management incidents

• Coordinates and communicates with Engineering, Housekeeping, Security and Guest Claims regarding escalated incidents involving property damage, hotel liability, injury, security risks and/or concerns

• Review and follow-up on Security incident reports, trespass reports, smoking rooms, internal feedback reports and social media posts/feedback

• Conducts daily room inspections with Security for guest and employee safety

• Assist Lost and Found with escalated incidents

• Actively promotes and uses the Company’s Core Values to lead by example when interacting with employees and guests

• Accurately completing checklists and reports associated with specific shifts and pass down of appropriate information

• Support hotel rate integrity and availability

• Conducts shift rounds to include inspection of all applicable Public Areas, front desks and support all departments within the resort with any escalated issues

• Reviews Medallia, social media, and other guest feedback on a regular basis, responds to guest correspondence, and resolves challenges in a timely manner

• Conduct department training and mentorships to develop managers in other Front Office Departments

• Manages compensation and consistently documenting issued compensation in HotSOS and Opera

• Responsible for thorough completion of special projects/assignments provided by Senior Management

Qualifications

• Must be at least (21) years of age
• 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. College degree preferred
• Requires a minimum of (3) years leadership experience in the hospitality industry. Hotel management experience within a luxury resort is preferred
• Must be able to build and maintain strong, positive working relationships at all times with staff, outside departments/vendors, property executives and guests
• Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request
• Must possess excellent English communication skills, both verbal and written. Additional foreign language preferred
• Strong and clear communications to complete daily tasks and projects between various departments and with hotel guests and patrons
• Requires proficiency in MS Office
• Prior knowledge of the following systems is preferred: HotSOS, Medallia and Opera.
• Should set the standard for professional demeanor and conduct oneself with integrity and accountability at all times
• Must be willing to challenge the status quo and accept others doing the same
• Must have excellent customer service, telephone etiquette, problem negotiation, problem solving and decision-making skills
• Must possess outstanding organizational, interpersonal, and administrative skills, and have a high level of attention to detail
• Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision
• Must be available to work all shifts and be able to flex schedule based on business demands
• Must be able to work efficiently within a team environment
• Must be able to work effectively in stressful, high-pressure situations
• Must have an open mind and willingness to learn new processes, concepts, and ways of approaching guest service
• Must maintain the highest levels of confidentiality regarding guests, staff and incidents that occur throughout the resort

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.