Guest Experience Attendant

Wynn Resorts•Everett, MA

1d•Onsite

About The Position

The Guest Experience Attendant provides friendly, helpful, and attentive customer service to resort guests in person and over the phone. The role assists with guest questions and requests, provides directions, supports valet kiosk ticketing and printing services, and coordinates the collection, secure storage, and return of lost property while maintaining accurate inventory records. The attendant also supports guest package shipping and receiving and prepares incident reports when needed. The position is responsible for maintaining Encore Boston Harbor, Wynn, and Forbes Travel Guide service standards; responding to and resolving guest concerns; keeping office areas organized; and supporting departmental procedures, records, and operational goals. Team members must work safely, protect the accuracy and confidentiality of department records, and follow applicable company policies and laws. Schedules may vary to reflect the property's business needs.

Requirements

Must be at least 21 years of age.
Must obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.
High school diploma or equivalent is preferred.
At least 1 year of guest service experience is preferred.
General computer skills and basic knowledge of Microsoft Office.
Strong organizational, interpersonal, and administrative skills, with excellent attention to detail.
Ability to read, analyze, and interpret policy and procedure manuals, maintenance instructions, and related documents.
Ability to respond to common inquiries from employees and guests.
Fluency in English is required.
Ability to write detailed instructions and correspondence and present information effectively in individual and group settings.
Ability to perform basic mathematical calculations and interpret and maintain reports.
Ability to work varying schedules to meet business needs.
Ability to regularly talk, hear, stand, walk, sit, and use hands to handle objects, tools, or controls; occasional reaching, climbing, balancing, stooping, stretching, bending, kneeling, crouching, or crawling is required.
Ability to lift or maneuver at least 30 pounds and manage varied periods of standing and walking.
Required vision abilities include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.

Nice To Haves

A second language.

Responsibilities

Implement Encore Boston Harbor core values and property and department standards.
Participate in departmental goals, objectives, policies, and operating procedures; monitor operational effectiveness and make changes required for improvement.
Deliver and maintain a high level of property-wide service and guest satisfaction.
Adhere to Forbes Travel Guide and Wynn service standards.
Welcome, greet, interact with, and assist guests professionally and in a friendly manner.
Organize office areas and answer guest and staff questions as a primary contact for general resort and guest service inquiries.
Maintain lost-and-found logs and other records as required by the department.
Receive, tag, log, inventory, and securely store lost-and-found items until they are claimed, mailed, or donated.
Prepare accident or incident reports and witness statements when necessary.
Assist with valet kiosk ticketing when necessary and support guests with valet-related questions and damage claims.
Manage multiple priorities and deadlines, including in stressful or high-pressure situations.
Respond to and resolve guest complaints in a timely manner and solve problems proactively.
Produce copies and printed materials when requested.
Assist with shipping and receiving guest packages when necessary.
Follow department and company safety standards.
Contribute to departmental performance and the accuracy, confidentiality, and completeness of policies, procedures, records, and reports.
Ensure applicable internal policies and federal and state laws, rules, regulations, and controls are enforced within the department.
Perform other job-related duties as assigned.