Assistant Manager - Front Office

Job Description

The Asst. Front Office Manager is responsible for managing and supervising the daily duty shifts and providing support to senior management in the department's front and back office operations. The Asst. Front Office Manager is responsible for ensuring the consistent delivery and quality of guest service and immediately addressing and resolving guest challenges and feedback. The Asst. Front Office Manager must maintain consistent lobby and front desk presence while ensuring all staff are performing in accordance with our company standards.

• 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 Resorts, VIP Services, Satellite, Front Desk Call Center, or to assist in the capacity of a Lobby Ambassador, or Back Office Support during peak periods
• Provide personal curbside meet and greet, escort to the respective guest room, and in room check-in
• Ability to assist guests with reserving transportation, restaurant and show reservations, and any other additional requests

Qualifications

• 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
• Must be able to obtain and maintain any licensing or active work cards required, at present or in the future, for this position at all times

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.