Front Office Assistant Manager - Tower Suites

Wynn Resorts•Las Vegas, NV

14h

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 delivery and quality of guest service, promptly addresses guest challenges and feedback, maintains a regular presence in the lobby and at the front desk, and ensures staff perform according to company standards. The position oversees guest arrivals and departures, staff scheduling and performance, operational efficiency, payroll and expenses, training, guest requests, and team engagement. It also supports rate integrity and availability, maintains the Front Office Homepage and back-office supplies, and coordinates with other departments to deliver a seamless guest experience in keeping 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, demonstrating consistent service excellence and sound judgment.
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, with a commitment to accuracy, confidentiality, and continuous improvement.
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.
Conduct pre-shift briefings to communicate company updates, policy changes, occupancy, special events, and senior management messages.
Assist with recruitment and hiring, including initial candidate screening using SmartRecruiter.
Monitor staff schedules and the shift breakboard, ensuring 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, authorizing early departures during slow periods, and verifying employee clock-ins and clock-outs in Kronos.
Monitor and correct employee performance through coaching and counseling, 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 and information is effectively handed over before the shift ends.
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 team proficiency and compliant, accurate use of hotel systems, reinforcing confidentiality and a seamless guest experience.
Maintain back-office supplies and manage ordering for VIP Lounge operations.
Resolve guest challenges and special requests promptly, coordinate completion with other departments, and assist with investigating and responding to guest comments in Qualtrics, including follow-up as needed.
Complete and issue employee evaluations after approval by the Front Office Manager.
Develop, coach, and counsel staff and support 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.