Senior Front Office Manager - Tower Suites & VIP Services

Wynn Resorts-posted 3 months ago
Full-time • Manager
Las Vegas, NV
5,001-10,000 employees
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The position involves managing the Front Desk operations at a luxury resort, ensuring that all guest interactions and employee engagements align with the company's core values and service standards. The role requires active participation in recruitment, training, and development of staff, as well as maintaining high standards of guest experience in accordance with Forbes 5-Star and AAA 5-Diamond ratings. The manager will also be responsible for creating schedules, controlling payroll expenses, and coordinating with various departments to maximize revenue opportunities.

  • Interact positively with guests and employees while promoting hotel facilities and services.
  • Actively promote and lead by example the Company Core Values and service standards through positive interactions with all employees and guests.
  • Attend, engage, and communicate Company updates to management and staff to offer an open dialogue of information and/or questions.
  • Recruit, select, and hire employees to work within a diverse environment that offers an open-door policy.
  • Create weekly Front Desk management schedules, ensuring proper coverage.
  • Review all management vacation or time-off requests.
  • Ensure weekly staff schedule is in line with the department's FTE goals.
  • Control payroll expense by verifying accuracy of employee clock-ins/outs in Kronos.
  • Review and disposition all Personnel Requisitions, Transfers, eCarfs, Leave of Absence/FMLA requests and/or Disciplinary Action for all Front Desk staff.
  • Create, review and update all Department policies and procedures to ensure consistency amongst all Front Desks.
  • Communicate and enforce company policy changes.
  • Coordinate same day selling strategy, campus sell-outs and up-sell opportunities with all Front Desks, Revenue Management and senior management to maximize daily revenue opportunities.
  • Ensure the arrival and departure experience for all guests are in accordance to Forbes 5-Star/AAA 5-Diamond standards.
  • Ensure that all system training and Forbes 5-Star/AAA 5-Diamond standards are conducted on an ongoing basis.
  • Create and initiate staff engagement programs to positively reinforce Wynn Core Values, Promises and Forbes 5-Star/AAA 5-Diamond ratings.
  • Ensure Department Training is conducted on an ongoing basis.
  • Investigate and respond to all escalated guest feedback/comments in a timely manner and address appropriately.
  • Execute ideas to resolve challenges identified through Market Metrix.
  • Review and approve all Employee Performance Evaluations, ensuring each review is consistent, fair and issued in a timely manner.
  • Create and issue all Front Desk Management Performance Evaluations.
  • Train and develop Front Desk Management in progressive discipline, conflict resolution, employee evaluations, one-on-one staff development and Front Desk operations.
  • Create department's annual Business Plan and Budget with Exec. Dir. of Hotel Operations and Project Analyst.
  • Execute approved programs/projects through Quarterly Action Plans.
  • Conduct monthly financial reviews, monitoring labor and other operational expenses to ensure the department's goal is met.
  • Coordinate small group and large convention needs with Convention Sales Managers, ensuring all contractual obligations are met.
  • Review/approve group contracted commissions to be processed by accounting.
  • Daily communication with Housekeeping Director in regards to day of operational needs.
  • Continued process review to streamline efficiency and improve the consistency of the guest experience.
  • Coordinate changes to the Property Management System with Information Technology, completing User Activity Testing, training materials and communication with all Front Desks.
  • Compile/execute all Senior Management Special Projects and submit within required deadlines.
  • High school diploma or equivalent.
  • Must be able to obtain and maintain any licensing or active work cards required for this position.
  • Proficiency with MS Office.
  • Minimum of five years of front office senior management experience in luxury resort.
  • College degree is preferred.
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