Executive Director - Front Office Operations

Wynn Resorts•Las Vegas, NV

About The Position

The Executive Director of Front Office Operations is responsible for overseeing the operations of all Front Office departments including Wynn & Encore Tower Suites and VIP Services and Resort Front Desks, Concierge Services, Group Desk, and Hotel Management. In order to maintain the highest level of service standards at Wynn Las Vegas, the Executive Director should be knowledgeable of all job responsibilities of each position within each department. Job Responsibilities: Specific tasks include, but are not limited to recruiting, hiring, and training team members; developing training programs and new procedures pertaining to each department; monitoring budgets; controlling costs; and creating and maintaining guest satisfaction. Responsible for managing all levels of staff including Assistant Directors, Managers, Supervisors and line-level staff. Responsible for driving revenues, controlling expenses and labor, while driving and improving profitability. Responsible for providing support to the Vice President of the Hotel Division as well as Senior Vice President of Hotel Operations and General Manager. Responsible for maintaining the Wynn standards of service with guests and coworkers at all times. Responsible for delivering and maintaining the Forbes 5-Star level of service. Responsible for financial planning, labor, payroll and employee benefits for areas of responsibility. Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results. Focuses on key drivers of employee engagement and guest satisfaction and coordinates with all levels of management to maintain the highest level of guest service standards. Ensures departmental policies and procedures are written to compliment the company standards but allow the department to run efficiently. Responsible for all hiring practices within the department. Must have the ability to interview and select excellent staff to create an exceptional service culture. Responsible for training, conducting employee performance evaluations, and overall development of all staff. This includes conducting regular one-on-ones and meetings with each department’s management team to gauge staff satisfaction, address any questions or concerns, as well as communicate and implement new processes. Ensures the Wynn standards of cleanliness and appearance are maintained for all areas. Works with safety as a priority and follows department and company safety standards. Knows and adheres to Wynn policies and procedures, embraces company culture and takes pride in the resort and amenities. 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 and employee issues. Overall responsibility for all inventory, equipment, administrative supplies and any necessary items within each department. Must maintain a complete knowledge of industry through continuing education and training.

Requirements

Requires a minimum of 5 years’ leadership experience in the hospitality industry. Front office and/or hotel management experience within a casino resort is preferred.
Proven experience in managing multiple priorities simultaneously and meeting deadlines.
Must possess excellent communication skills, both verbal and written.
Candidate should possess feedback skills at all levels; ability to push back and challenge status quo in and out of the office as well as give strong motivational feedback.
Must have negotiation, problem solving & decision making skills.
Must possess outstanding organizational, interpersonal and administrative skills, as well as excellent attention to detail.
Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request.
Should have knowledge of business planning, labor management, financials, and scheduling.
Requires a willingness to work whatever hours necessary for the demands of the position and be flexible to adjust work hours and schedule based on operational demands.
Must be able to build and maintain strong, positive working relationships at all times with staff, outside departments/vendors, property executives, and guests.
Candidate must be able to work efficiently within a team environment.
Must be able to work effectively in stressful, high-pressure situations.
Must possess a positive, “whatever it takes” attitude.
Candidate must be well groomed and professional.
Must have an open mind and willingness to learn new processes, concepts, and ways of approaching analysis.
Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
Candidate must maintain the highest levels of confidentiality regarding guests and staff.
Should set the standard for professional demeanor and conduct oneself with integrity and accountability at all times.
Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
Must be able to satisfactorily communicate English with guests, management, and other employees to their understanding. Additional foreign language a plus.
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.
Must be 21 years of age or older.

Nice To Haves

Front office and/or hotel management experience within a casino resort is preferred.
Prior knowledge of hospitality systems is preferred.
College degree preferred.
Additional foreign language a plus.

Responsibilities

Overseeing the operations of all Front Office departments including Wynn & Encore Tower Suites and VIP Services and Resort Front Desks, Concierge Services, Group Desk, and Hotel Management.
Recruiting, hiring, and training team members
Developing training programs and new procedures pertaining to each department
Monitoring budgets
Controlling costs
Creating and maintaining guest satisfaction
Managing all levels of staff including Assistant Directors, Managers, Supervisors and line-level staff.
Driving revenues, controlling expenses and labor, while driving and improving profitability.
Providing support to the Vice President of the Hotel Division as well as Senior Vice President of Hotel Operations and General Manager.
Maintaining the Wynn standards of service with guests and coworkers at all times.
Delivering and maintaining the Forbes 5-Star level of service.
Financial planning, labor, payroll and employee benefits for areas of responsibility.
Providing clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
Focusing on key drivers of employee engagement and guest satisfaction and coordinates with all levels of management to maintain the highest level of guest service standards.
Ensuring departmental policies and procedures are written to compliment the company standards but allow the department to run efficiently.
All hiring practices within the department.
Training, conducting employee performance evaluations, and overall development of all staff.
Ensuring the Wynn standards of cleanliness and appearance are maintained for all areas.
Working with safety as a priority and follows department and company safety standards.
Knowing and adhering to Wynn policies and procedures, embraces company culture and takes pride in the resort and amenities.
Effectively dealing with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest and employee issues.
Overall responsibility for all inventory, equipment, administrative supplies and any necessary items within each department.
Maintaining a complete knowledge of industry through continuing education and training.