Guest Services Coordinator - Tower Suites

Wynn Resorts•Las Vegas, NV

About The Position

The Tower Suites Front Desk Coordinator manages guest reservations and ensures special guestroom requests are met while adhering to Forbes 5-Star Service Standards, Wynn|Encore Las Vegas Core Values, and company policies and procedures. The role supports guest satisfaction and Front Office operations by coordinating room assignments and moves, managing room inventory, addressing guest issues, completing transactions and reports, and assisting other Front Office roles as business demands require. The position also provides support to the Front Office Management Team.

Requirements

Must be at least 18 years of age.
High school graduation or an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
Excellent English communication skills, both verbal and written.
Strong customer service skills and the ability to handle guest and operational problems while maintaining a positive attitude.
Ability to work proficiently in a team and independently without constant guidance or supervision.
Must be available to work day, swing, and overnight shifts and flex schedule based on business demands.
Ability to work effectively in stressful, high-pressure situations.
Well-groomed appearance and professional attitude.
Open-mindedness and willingness to learn new processes and concepts.
Ability to maintain the highest levels of confidentiality regarding guests and staff.
Extensive knowledge of a Property Management System.
Proper phone etiquette skills.

Responsibilities

Promote and demonstrate company core values when interacting with employees and guests.
Maintain Wynn service standards and ensure interactions meet Forbes 5-Star standards.
Follow Wynn policies and procedures.
Coordinate with departments to meet guest needs, including pre-blocking rooms for special requests or VIP status, communicating room-readiness and wait times, coordinating room moves, and completing express checkouts.
Work with Engineering and Housekeeping to manage out-of-service and out-of-order room inventory.
Generate and analyze reports.
Complete Casino revisions on guest accounts.
Monitor room-type and rollaway-bed inventories and advise management of potential issues.
Address guest issues promptly and within the limits of authority, using patience, tact, and diplomacy where needed.
Maintain knowledge of the resort, hotel features and services, outlets, operating hours, activities, events, room types, and amenities.
Handle guest financial transactions carefully.
Maintain knowledge of current promotions and rate codes.
Complete shift-specific checklists and reports accurately.
Complete special projects and assignments thoroughly and promptly.
Assist in Front Office roles or departments as business demands require.
Promote teamwork, remain solution-oriented, stay on task, and avoid conflict and gossip.
Take ownership of the upkeep, maintenance, and cleanliness of property areas.
Prioritize safety and follow department and company safety standards.
Attend required training classes, meetings, and company functions.
Provide support to the Front Office Management Team.