Front Desk Representative - Tower Suites/VIP

Wynn Resorts•Las Vegas, NV

4d•Onsite

About The Position

The Front Desk Representative processes guest arrivals and departures, handles phone calls, revises in-house reservations, performs cashiering functions, and assists with special guest service requests. The role adheres to Forbes 5-Star Standards, Wynn|Encore Las Vegas Core Values, and company policies and procedures, while serving as a hotel ambassador for guests and interdepartmental requests and inquiries. The position requires knowledge of the property management system, Wynn|Encore Las Vegas room types, amenities, offerings, locations, and services. Representatives may work at the Resorts, VIP Services, Satellite, Front Desk Call Center, or in a Lobby Ambassador or Back Office Support capacity during peak periods. Duties may also include curbside greetings, guest escorts, in-room check-in, and assistance with transportation, restaurant, show, and other reservations.

Requirements

High school diploma or equivalent.
At least two years of customer service experience or one year of Front Desk experience in a luxury resort.
Money-handling experience, basic-level math skills, and accounting responsibilities.
Must be at least 21 years of age.
Excellent communication skills and telephone etiquette.

Nice To Haves

A second language is preferred but not required.
Knowledge of Opera PMS is preferred but not required.

Responsibilities

Process guest arrivals and departures, answer phone calls, revise in-house reservations, perform cashiering functions, and assist with special guest service requests.
Maintain knowledge of the property management system, room types and amenities, property offerings, locations, amenities, and services.
Execute room rate corrections and revisions, food and beverage credit applications, casino revisions, and rebate adjustments to guest accounts.
Act as a liaison between guests and other property departments.
Resolve billing issues and disputes for past and future reservations and settle in-house guest accounts.
Maintain working knowledge of current promotions and rate codes.
Ensure guest interactions meet Forbes 5-Star standards and promote hotel facilities and services while maintaining the Wynn|Encore Las Vegas ambiance.
Handle financial transactions carefully and balance the cash bank accurately at the end of each shift.
Resolve guest issues within the limits of authority and empowerment.
Maintain the cleanliness and supply levels of the Front Desk.
Complete checklists and reports associated with specific shifts accurately.
Provide Front Desk Representative coverage in the Resorts, VIP Services, Satellite, Front Desk Call Center, or as a Lobby Ambassador or Back Office Support during peak periods.
Provide curbside meet-and-greet service, escort guests to their rooms, and conduct in-room check-in.
Assist guests with transportation, restaurant and show reservations, and other requests.
Provide guests with a welcome refreshment or amenity and escort them to their rooms.