Guest Services Coordinator - Tower Suites

Wynn Resorts•Las Vegas, NV

About The Position

The Tower Suites Front Desk Coordinator manages guest reservations to ensure special guestroom requests are met while adhering to Forbes 5-Star Service Standards, Wynn|Encore Las Vegas Core Values, and all policies and procedures. The role supports guest satisfaction by coordinating with multiple departments, handling guest account transactions and requests, managing room inventories, and providing support to the Front Office Management Team. The coordinator is expected to maintain service standards and professionalism in interactions with guests and coworkers, address guest issues promptly within their authority, and maintain knowledge of resort features, services, room types, amenities, promotions, and rate codes. The role also requires proficiency with the Property Management System, accurate completion of shift checklists and reports, and a solution-oriented approach to teamwork, safety, and property upkeep. The position may assist in other Front Office roles as business demands require.

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 verbal and written English communication skills.
Strong customer service skills and ability to handle guest and operational problems while maintaining a positive attitude.
Ability to work proficiently within 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 company core values and lead by example 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 support guest satisfaction, including pre-blocking rooms for special requests or VIP status, monitoring wait times and communicating room readiness, 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 limits of authority, using patience, tact, and diplomacy as needed.
Maintain knowledge of resort and 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 on time.
Assist in Front Office roles or departments as business demands require.
Promote teamwork, remain solution-oriented, avoid conflict and gossip, and stay on task.
Maintain 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.