Coordinator - Villa Services

Job Description

The Villa Services Coordinator is responsible for providing professional and exceptional personalized service while ensuring all guest needs are anticipated and met promptly and efficiently. The Villa Services Coordinator solves problems and proactively seeks opportunities to impress VIP guests and assist team members.

• Answers all incoming calls to Villa Services and handles all requests promptly, efficiently, and professionally in accordance with department standards.
• Delegates and follow-up on assigned Butler tasks and coordinate with Butler Supervisor.
• Take food & beverage orders then place order with restaurant outlet and/or input in Micros system.
• Checks the status of Butler whereabouts and assignments throughout the shift.
• Organizes and communicates timed orders to Butlers, Hosts, and supporting F&B outlets.
• Emails hosts and administrative assistants for amenity and food & beverage approvals.
• Ensures all floral, In-Room Dining, and host amenities are set up in suite prior to guest arrivals.
• Arranges Spa, Salon, dinner, show, and Golf reservations.
• Arrange off-property guest and host requests with the Transportation Department.
• Processes all business services requests for guests including but not limited to: shipping and packaging, email, itinerary, and printing requests.
• Coordinates with Housekeeping for all arrivals/departures, make-up/turn-down services, and special set-up requests.
• Inputs and tracks all Engineering, Horticulture, and pool requests.
• Maintains an occupancy log with upcoming arrivals, Casino/Special events, and holidays.
• Responsible for updating all guest profiles with current and accurate guest preferences obtained from Villa Services team members, hosts, and/or guests.
• Understands and completes tasks and reports on the “Coordinator Shift Checklist” on a daily basis.
• Maintains the privacy and confidentiality of all Villa guests.
• Problem solves last minute guest or host requests and coordinate with appropriate departments for resolution.
• Assists Supervisors in tasks involving other departments such as: Banquets and Catering, Sound and Video, A/V, Food & Beverage, Security and Housekeeping.
• Orders requisition items as needed to keep pantry supplies up to par.
• Keeps working area clean and organized and assist in recording guest storage items.
• Maintains the Wynn standards of service with guests and co-workers at all times.
• Looks for opportunities to assist peers, guests, other departments, or leaders at all times and will notify a member of management concerning guest or host complaints.
• Solution-oriented, avoids conflict and gossip, stays on task, and promotes teamwork.
• Ensures the Wynn standards of cleanliness and appearance for all areas and maintains a safe and pristine work environment for all.
• Understands safety is a priority and always follows department and company Safety and Health code standards.
• Knows and adheres to Wynn policies and procedures, embraces company culture, and takes pride in the Resort and amenities.
• Is well-versed in the Resort and Hotel features and services including all outlets, hours of operation, activities, and events available to guests.
• Attends required meetings and training classes and incorporates knowledge gained into daily work practices.
• Performs all other job related duties as assigned.

Qualifications

• Previous Food and Beverage experience preferred in addition to Micros training.
• Concierge knowledge and skills along with familiarity of VIP Services/Front Desk operations a plus but not required.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
• Must possess excellent verbal and written communication skills along with effective listening skills with strong decision making abilities.
• Must have exceptional telephone etiquette skills.
• Must be able to engage guests in a friendly and professional manner while maintaining confidentiality at all times.
• Requires a willingness to work beyond the average work day of 8 hours and be flexible to adjust work hours and schedule to cover all shifts of the operation.
• Proficiency with Microsoft Office programs specifically Outlook, Word, Excel, and PowerPoint.
• Must be able to work efficiently within a team environment. Must be a respectful and courteous team player.
• Must possess a positive, “whatever it takes” attitude.
• Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
• Must have an open mind and willingness to learn new processes, concepts and ways of approaching guest and coworkers.
• Must be able to communicate in English with guests, management, and other employees to their understanding. Additional foreign language a plus.
• 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.
• Must be at least 21 years of age or older and must be able to perform all essential functions of the position.

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.

FLSA Status: Non-ExemptDivision: 22700 - HOTELCareer Areas: Hotel - Call Center / Front Desk / Concierge / VIP / Villa ServicesStatus: Steady Extra