Assistant Hotel Manager

Career Areas: Hotel - Call Center / Front Desk / Concierge / VIP / Villa Services Status: Full-Time Job Description The Assistant Hotel Manager is responsible for providing an elevated and luxurious experience for escalated guest service concerns that require resolution while ensuring that a high level of performance is being met in all areas of the hotel. This position shares a responsibility in protecting the assets of Wynn Resorts in a safe and secure manner by acting as the main point of contact for any major property events. Job Responsibilities: Knowledge of Property Management System Knowledge of Wynn | Encore Las Vegas property offerings, room types, locations, amenities and services provided throughout the property 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 hotel guests and patrons Resolve guest challenges and special requests within limits of authority and empowerment and in a timely manner by coordinating with various departments Ensure all guests interactions are in accordance with Forbes 5-Star and Wynn | Encore standards Supports and assists 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 internal reports and guest social media posts/feedback Conducts daily room inspections with Security for guest and employee safety 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 Conducts resort walks to include inspection of all applicable public areas and creates work orders to replace or repair areas that need attention Conducts department training and mentorships to develop supervisors and 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 of leadership experience in the hospitality industry. Hotel management experience within a luxury resort is preferred Must be able to build and maintain professional, positive working relationships at all times with staff, outside departments/vendors, property executives and guests Should set the standard for professional demeanor and always conduct oneself with integrity and accountability Must have an open mind and willingness to learn new processes, concepts, and ways of approaching guest service Must have excellent customer service, telephone etiquette, problem negotiation, problem solving and decision-making skills Prior knowledge of the following systems is preferred: HotSOS, Medallia, MS Office/Teams and Opera Must possess excellent English communication skills, both verbal and written. Additional foreign language preferred Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request Must possess outstanding organizational, interpersonal, and administrative skills, and have a high level of attention to detail Ability to work proficiently with deadlines and disciplined to work without constant guidance and supervision Ability to work all shifts and be flexible with schedule based on business demands Must maintain the highest levels of confidentiality regarding guest, 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 confidential according to EEO guidelines. #J-18808-Ljbffr