Guest Services Coordinator - Tower Suites

Wynn Resorts•Las Vegas, NV

About The Position

The Guest Services Coordinator for Tower Suites 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 works with multiple departments to support guest satisfaction, including coordinating room assignments and moves, managing room inventory, addressing guest concerns, and completing checkouts. It also provides support to the Front Office Management Team and assists in other Front Office roles as business demands require. The coordinator maintains a detailed understanding of the resort’s features, services, room types, amenities, promotions, and rate codes. Responsibilities include generating and analyzing reports, completing account revisions and financial transactions, maintaining shift checklists, and completing special assignments. The position requires consistently professional guest and coworker interactions, teamwork, confidentiality, attention to safety, and ownership of the upkeep and cleanliness of property areas.

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.
Ability to address guest and operational problems while maintaining a positive attitude.
Ability to work proficiently in a team and independently without constant guidance or supervision.
Availability to work all shifts, including day, swing, and overnight, and flexibility to adjust 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.

Responsibilities

Promote company core values and maintain Wynn service standards in interactions with guests and coworkers.
Ensure guest and employee interactions meet Forbes 5-Star standards and promote hotel facilities and services.
Follow Wynn policies and procedures.
Coordinate with departments to meet guest needs, including pre-blocking rooms for special requests or VIP status, monitoring wait times, 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, services, outlets, operating hours, activities, events, room types, and amenities.
Handle guest phone interactions with proper etiquette and process financial transactions carefully.
Maintain knowledge of current promotions and rate codes.
Accurately complete shift-specific checklists and reports.
Complete special projects and assignments thoroughly and on time.
Assist in any Front Office role or department as business demands require.
Promote teamwork, stay task-focused, avoid conflict and gossip, and take a solution-oriented approach.
Help 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.