Assistant Manager - Housekeeping

Wynn Resorts•Las Vegas, NV

4d•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

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, and provide strong motivational feedback.
Problem negotiation, problem-solving, and decision-making skills.
Outstanding organizational, interpersonal, and administrative skills.
Excellent attention to detail.
Ability to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
Weekend availability.
Ability to work all shifts and flex schedule based on business demands.
Ability to work efficiently within a team environment.
Ability to work effectively in stressful, high-pressure situations.
Positive, “whatever it takes” attitude.
Well-groomed and professional appearance.
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.
Maintain the highest levels of confidentiality regarding guests and staff.
Proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
Ability 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 a plus.

Responsibilities

Assist 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.
Provide leadership to enhance employee engagement and guest satisfaction.
Ensure Wynn standards of cleanliness and appearance for all housekeeping areas (guest rooms, back of house lockers, tower public areas).
Assist in managing all levels of staff including quality assurance supervisors, guest room attendants, house persons, and utility house persons.
Effectively manage many personality types and implement a calm environment when under pressure.
Focus on key drivers of employee engagement and guest satisfaction.
Provide clear direction, establish goals and appropriate time frames, manage overall guest satisfaction, and monitor progress.
Conduct effective pre-shifts for timely, accurate, and pertinent communication with staff.
Ensure productivity of assigned staff members and work closely with staff to ensure their success.
Assist with daily shift duties, including room quality control, guest requests, tracking keys, daily pass downs, conducting pre-shifts, overseeing special projects, and maintaining equipment and supplies.
Assist with training and staff development, including employee coaching and disciplinary actions.
Create and conduct performance reviews.
Ensure staff is equipped with all tools to serve guests' needs by being available, walking floors, answering questions, following up with employees, addressing issues, and giving clear expectations.
Conduct inspections in all guest rooms, hallways, and related back of house space to maintain a high level of cleanliness.
Maintain a strong working relationship with fellow management and other departments to enhance the guest experience.
Work closely with the maintenance manager and engineering department to ensure upkeep of assigned areas/rooms.
Prioritize safety and follow department and company safety standards.
Effectively deal with internal and external guests, addressing guest issues with patience, tact, and diplomacy.
Maintain Wynn standards of service to guests and coworkers at all times.
Adhere to Wynn policies and procedures, embrace company culture, and take pride in the resort and amenities.
Understand resort, hotel features, services, outlets, hours of operation, activities, and events.
Attend required training classes and incorporate new knowledge into daily work practices.
Look for opportunities to assist peers, guests, other departments, or leaders.
Be solution-oriented, avoid conflict and gossip, stay on task, and promote teamwork.
Maintain awareness of guest experience at all times, smile, make eye contact, and communicate professionally.
Maintain complete knowledge of the industry through continuing education and training.
Perform any other job-related duties as assigned by the manager.