Assistant Manager - Housekeeping

Wynn Resorts•Las Vegas, NV

2d•Onsite

About The Position

The Assistant Manager is responsible for assisting in the day-to-day operations of the assigned area of responsibility within the department to ensure Wynn Las Vegas standards are maintained by the staff. This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction. Ensures the Wynn standards of cleanliness and appearance for all housekeeping areas, which include but not limited to; guest rooms, back of house lockers, and tower public areas. Responsible for assisting in managing all levels of staff including quality assurance supervisors, guest room attendants, house person, and utility house person. Responsible for effectively managing many personality types. Implements a calm environment when under pressure. Must focus on key drivers of employee engagement and guest satisfaction. Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results. Conducts effective pre-shifts to ensure timely, accurate, and pertinent communication with staff. Responsible for the productivity of assigned staff members. Works closely with staff to ensure their success. Responsible for assisting with daily shift duties. Assisting the manager with daily duties, which include, but not limited to room quality control, guest requests, tracking keys, daily pass downs, conducting pre-shifts, overseeing special projects, maintaining equipment and supplies necessary to support the department. Responsible for assisting with training and staff development. Performing employee coaching and disciplinary actions by bringing performance issues or policy violations to the attention of the manager as issues occur or are assigned by the manager or department leadership. Creating and conducting performance reviews. Ensures staff is equipped with all tools to serve the guests’ needs, which include, but not limited to making yourself available for staff by consistently walking floors, answering questions, following up with employees, addressing issues and concerns, giving clear expectations and directions for tasks and assignments. Conducts inspections in all guest rooms, hallways and related back of house space in order to maintain a high level of cleanliness. Maintains a strong working relationship with fellow management and other departments to enhance the guest experience. Works closely with maintenance manager and engineering department to ensure upkeep of the assigned area(s)/rooms. Works with safety as a priority and follows department and company safety standards. Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest issues. Responsible for maintaining the Wynn standards of service to guests and coworkers at all times. Knows and adheres to Wynn policies and procedures, embraces company culture and takes pride in the resort and amenities. Understands and is well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests. Attends required training classes and incorporates new knowledge gained into daily work practices. Looks for opportunities to assist peers, guests, other departments or leaders at all times. Solution oriented, avoiding conflict and gossip, stays on task and promotes teamwork. Awareness of guest experience at all times, smiles and makes eye contact and communicates professionally. Must maintain a complete knowledge of industry through continuing education and training. Performs any other job-related duties as assigned by the manager.

Requirements

A minimum of 1 year leadership experience, in a large casino or hotel environment, preferred but not required.
Proven experience in managing multiple priorities simultaneously and meeting deadlines.
Excellent communication skills, both verbal and written.
Feedback skills at all levels; ability to push back, challenge the status quo in and out of the office, and provide strong motivational feedback.
Problem negotiation, problem-solving, and decision-making skills.
Outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
Ability to work proficiently with deadlines and discipline to work without constant guidance and supervision.
Weekend availability. Must be available to work all shifts and be able to flex schedule based on business demands.
Ability to work efficiently within a team environment.
Ability to work effectively in stressful, high-pressure situations.
A positive, “whatever it takes” attitude.
Well-groomed and professional appearance.
An open mind and willingness to learn new processes, concepts, and ways of approaching analysis.
Knowledge of union as well as non-union working environments.
Strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
Ability to maintain the highest levels of confidentiality regarding guests and staff.
Proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
Must be able to effectively communicate English with guests, management, and other associates to their understanding.
Combination of education equivalent to a high school diploma or any other combination of education, training and experience that provides the required knowledge, skills and abilities.
Must be 21 years of age or older.

Nice To Haves

Prior knowledge of the following systems is preferred: HotSOS, Kronos, MMS Agilysys, Lemaland, Levo2, and Opera.
Additional foreign language is a plus.

Responsibilities

Assisting in the day-to-day operations of the assigned area of responsibility within the department to ensure Wynn Las Vegas standards are maintained by the staff.
Providing leadership to enhance employee engagement and guest satisfaction.
Ensuring Wynn standards of cleanliness and appearance for all housekeeping areas, including guest rooms, back of house lockers, and tower public areas.
Assisting in managing all levels of staff, including quality assurance supervisors, guest room attendants, house persons, and utility house persons.
Effectively managing multiple personality types and implementing a calm environment when under pressure.
Focusing on key drivers of employee engagement and guest satisfaction.
Providing clear direction, establishing goals and appropriate time frames, managing overall guest satisfaction, and monitoring progress to achieve desired results.
Conducting effective pre-shifts to ensure timely, accurate, and pertinent communication with staff.
Ensuring the productivity of assigned staff members and working closely with staff to ensure their success.
Assisting with daily shift duties.
Assisting the manager with daily duties, including room quality control, guest requests, tracking keys, daily pass downs, conducting pre-shifts, overseeing special projects, and maintaining equipment and supplies.
Assisting with training and staff development.
Performing employee coaching and disciplinary actions, bringing performance issues or policy violations to the attention of the manager.
Creating and conducting performance reviews.
Ensuring staff is equipped with all tools to serve guests' needs by being available for staff, walking floors, answering questions, following up with employees, addressing issues and concerns, and giving clear expectations and directions.
Conducting inspections in all guest rooms, hallways, and related back of house space to maintain a high level of cleanliness.
Maintaining a strong working relationship with fellow management and other departments to enhance the guest experience.
Working closely with the maintenance manager and engineering department to ensure upkeep of assigned areas/rooms.
Working with safety as a priority and following department and company safety standards.
Effectively dealing with internal and external guests, addressing guest issues while maintaining patience, tact, and diplomacy.
Maintaining Wynn standards of service to guests and coworkers at all times.
Knowing and adhering to Wynn policies and procedures, embracing company culture, and taking pride in the resort and amenities.
Understanding resort, hotel features, and services, including outlets, hours of operation, activities, and events.
Attending required training classes and incorporating new knowledge into daily work practices.
Looking for opportunities to assist peers, guests, other departments, or leaders.
Being solution-oriented, avoiding conflict and gossip, staying on task, and promoting teamwork.
Maintaining awareness of guest experience at all times, smiling, making eye contact, and communicating professionally.
Maintaining a complete knowledge of the industry through continuing education and training.
Performing any other job-related duties as assigned by the manager.