The Assistant Hotel Manager is the main point of contact for our guests who 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 direction and development for the Resort Ambassadors.
Key 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 thorough Front and Back of House Tours.
• Acts as a liaison between guests and all other Property Departments.
• Works closely 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 to Forbes 5-Star standards, in order to maintain the integrity of the Wynn | Encore Las Vegas ambiance while promoting hotel facilities and services.
• Act as the management representative for the resort during escalated guest and Security issues.
• 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 incident logs and Security Reports.
• Assists Lost and Found with escalated incidents and provides support to Front Office management after hours.
• 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 appropriate information.
• Support hotel rate integrity and availability.
• Conducts inspections of all applicable Public Areas.
• Reviews WE Listen, Social Media, and other guest feedback on a regular basis, responds to guest correspondence, and resolves challenges in a timely manner.
• Conduct Department training to develop managers in other Front Office Departments
• Manages compensation by consistently logging issued compensation in HotSOS.
• Responsible for thorough completion of special projects/assignments provided by Senior Management.
• 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 2 years’ leadership experience in the hospitality industry. Hotel management experience within a luxury casino 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.
• Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
• Prior knowledge of the following systems is preferred: HotSOS, MMS Agilysys, 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 strong customer service, problem negotiation, problem solving and decision making skills.
• 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 and staff.
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.