Front Office Assistant Manager - Tower Suites

Wynn Resorts•Las Vegas, NV

About The Position

The Assistant Front Office Manager – Tower Suites manages and supervises daily duty shifts and supports senior management with front- and back-office operations. The role ensures consistent guest-service quality, promptly addresses guest challenges and feedback, maintains a visible lobby and front desk presence, and ensures employees perform in accordance with company standards. The position also supports staff development, operational efficiency, hotel rate integrity, and the guest experience in accordance with Forbes 5-Star standards and the Wynn|Encore ambiance.

Requirements

High school diploma or equivalent.
At least two years of Front Office or Hotel Management experience in a luxury resort setting.
Advanced financial acumen, including money handling, mathematical analysis, and accounting responsibilities performed with integrity and accuracy.
Demonstrated guest-service excellence, polished written and verbal communication skills, and professional telephone etiquette.
Advanced proficiency with Microsoft Office Suite and hotel management systems.
Strong leadership presence and ability to coach, develop, and inspire high-performing teams through collaboration, accountability, and respectful communication.
Ability to obtain and maintain all required licenses, certifications, and active work credentials for the position.
Must be at least 21 years of age.

Nice To Haves

Bachelor’s degree.
Multilingual capabilities.

Responsibilities

Interact positively with guests and employees and promote hotel facilities and services.
Promote company core values and service standards by setting a positive example.
Brief incoming staff before shifts on company updates, policy changes, hotel occupancy, special events, and senior-management messages.
Assist with recruitment and hiring, including initial screening of candidates using SmartRecruiter.
Monitor staff schedules and the shift breakboard to ensure employees report to work, leave, and take breaks on time.
Supervise front- and back-office operations to ensure efficiency.
Control payroll expense by monitoring shift activity, allowing early departures during slow periods, and verifying employee clock-ins and clock-outs in Kronos.
Monitor employee performance, coach and counsel employees as needed, and issue disciplinary action for Front Desk staff as approved by the Front Office Manager or Senior Assistant Front Office Manager.
Ensure employees comply with department and company policies.
Support hotel rate integrity and availability during the duty shift.
Ensure shift checklists and reports are completed before the end of the shift and that information is effectively handed over.
Ensure guest arrival and departure experiences meet Forbes 5-Star standards and maintain the Wynn|Encore ambiance.
Ensure ongoing system training and Forbes 5-Star standards training.
Maintain and execute staff engagement programs for assigned teams, monitor team performance, and contribute to department goals.
Ensure the team uses hotel systems proficiently, consistently, and compliantly, reinforcing accuracy, confidentiality, and a seamless guest experience.
Maintain back-office supplies and manage ordering for VIP Lounge operations.
Resolve guest challenges and special requests promptly and coordinate with other departments; assist management in investigating and responding to Qualtrics guest comments and conducting follow-up.
Complete and issue employee evaluations with Front Office Manager approval.
Develop, coach, and counsel employees and support their advancement through regular one-on-one meetings.
Manage compensation and supplies expense, track the upsell program, and update attendance in Manager Workbench.
Conduct duty-shift rounds to inspect cleanliness of the lobby, front desk, public-area facilities, and elevators.
Maintain the Front Office Homepage.