Assistant Hotel Manager

• Career Areas: Hotel - Call Center / Front Desk / Concierge / VIP / Villa Services
• Status: Full-Time

Job Description

As the premier point of contact for our most valued guests, the Assistant Hotel Manager delivers flawless, personalized service with discretion, sophistication, and grace. Entrusted with safeguarding the reputation and excellence of our resort, this leader guides our Resort Ambassadors in creating extraordinary experiences that define world-class luxury hospitality.

Key Responsibilities

• Cultivate and demonstrate comprehensive mastery of the Property Management System, room categories, premium amenities, and exclusive property offerings to conduct sophisticated property tours and provide exceptional guest assistance.
• Serve as the distinguished liaison between our valued guests and all departments, expertly resolving challenges, accommodating special requests, and addressing escalated matters with grace and authority.
• Collaborate seamlessly with Corporate Investigations, Guest Claims, and Security to ensure the safety and security of our guests and patrons during sensitive incidents involving property concerns, liability matters, or security protocols.
• Ensure every guest interaction exemplifies Forbes 5-Star excellence while maintaining the integrity of our prestigious property and showcasing our world-class facilities and services.
• Thoughtfully review incident documentation, security reports, and guest feedback channels including WE Listen and social media to proactively identify and resolve matters with discretion and promptness.
• Oversee compensation tracking through HotSOS and maintain meticulous shift documentation, comprehensive reports, and seamless handover communications.
• Conduct refined inspections of public spaces, uphold our hotel's rate integrity, and provide elevated support to Lost and Found with discretionary incident management.
• Provide after-hours support to Front Office leadership and exemplify our Company Core Values through distinguished professional conduct.
• Lead comprehensive training initiatives to develop Front Office managers and execute special projects designated by Senior Management with excellence.

Qualifications

• Minimum 2 years' leadership experience in hospitality; luxury casino resort management experience
• Strong communication skills in English (verbal and written); additional foreign language preferred
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint) and hotel systems (HotSOS, MMS Agilysys, Medallia, Opera)
• Minimum 21 years of age with high school diploma or equivalent is required; higher education is strongly preferred
• Proficient with basic mathematical calculations and report analysis/creation
• Professional demeanor with integrity, accountability, and discretion; willing to challenge status quo
• Must be impeccably groomed, and prepared to present your most polished and authentic professional self
• Ability to work effectively under pressure, meet deadlines, and thrive in team environments with flexible scheduling
• Open-minded, self-directed learner committed to maintaining confidentiality and upholding company core values
• Must have excellent customer service, problem-solving, negotiation, and decision-making abilities
• Ability to build positive relationships with staff, departments, vendors, executives, and guests

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.

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