Front Office Assistant Manager - Tower Suites

Wynn Resorts•Las Vegas, NV

58d

About The Position

The Asst. Front Office Manager is responsible for managing and supervising the daily duty shifts and providing support to senior management in the department's front and back office operations. The Asst. Front Office Manager is responsible for ensuring the consistent delivery and quality of guest service and immediately addressing and resolving guest challenges and feedback. The Asst. Front Office Manager must maintain consistent lobby and front desk presence while ensuring all staff are performing in accordance with our company standards.

Requirements

High school diploma or equivalent
Proficiency with MS Office
Minimum of two years of Front Office/Hotel management experience at a luxury resort
Must be able to obtain and maintain any licensing or active work cards required, at present or in the future, for this position at all times

Nice To Haves

College degree preferred, not required

Responsibilities

Interact positively with guests and employees
Promoting hotel facilities and services
Actively promote company's core values and service standards by setting a positive example
Pre-shift staff coming into work to communicate company updates, policy changes, hotel occupancy, special events and messages from Senior Management
Assist in the recruitment and hiring process, conduct initial screening of all possible candidates utilizing Kenexa
Monitor daily staff schedule and shift breakboard, ensuring staff are reporting to work, leaving and taking their breaks on time
Constantly supervising the Front and Back Office to ensure efficiency of operations
Control payroll expense by monitoring shift activity; allowing staff to "early out" during slow periods and verifying accuracy of employee clock-ins/outs in Kronos
Monitor and correct performance of employees by coaching/counseling employees as needed and issuing disciplinary action for all Front Desk staff, as approved by Front Office Manager/ Sr. Asst. Front Office Manager
Ensure employees are in compliance with Department and Company policies
Support hotel rate integrity and availability throughout duty shift
Ensure shift checklists and reports are completed prior to the end of the shift and information is passed-down effectively
Ensure that the arrival and departure experience for all guests are in accordance with Forbes 5-Star/AAA 5-Diamond standards and the integrity of the Wynn|Encore ambiance is maintained
Ensure that all system training and Forbes 5-Star/AAA 5-Diamond standards are conducted on an on-going basis
Maintain and execute staff engagement programs with assigned teams; monitor team performance and contribute to overall department goals
Conduct systems training (Opera, Go Concierge, ForumTel, VIP Tickets and HotSOS) along with Forbes 5-Star/AAA 5-Diamond service training to all new hires; provide guidance and support on a daily basis
Resolve guest challenges and special requests in a timely manner and coordinate with outside departments for completion; Assist Front Office Manager / Sr. Asst. Front Office Manager in investigating and responding to guest comments in Market Metrix and conduct follow-up as needed
Complete and issue employee evaluations upon approval of the Front Office Manager
Develop, coach, counsel and provide staff advancement for promotional opportunities
Manage compensation and supplies expense; track upsell program; and update attendance in Manager Workbench
Duty shift rounds to include inspection of public area cleanliness of lobby, front desk, public area facilities and elevators
Maintain the Front Office Homepage