Senior Front Office Manager - Tower Suites & VIP Services

Wynn Resorts • Las Vegas, NV

213d

About The Position

The position involves managing the Front Desk operations at a luxury resort, ensuring exceptional guest experiences and adherence to company standards. The role requires positive interaction with guests and employees, promoting hotel facilities and services, and leading by example in line with the company's core values. Responsibilities include recruiting and hiring staff, creating management schedules, controlling payroll expenses, and ensuring compliance with company policies. The manager will also coordinate revenue strategies, oversee guest experiences, and handle escalated feedback, while conducting ongoing training and development for the team.

Requirements

• High school diploma or equivalent.
• Must be able to obtain and maintain any licensing or active work cards required.
• Proficiency with MS Office.
• Minimum of five years of front office senior management experience in luxury resort.
• College degree is preferred.

Responsibilities

• Interact positively with guests and employees while promoting hotel facilities and services.
• Promote and lead by example the Company Core Values and service standards.
• Attend, engage, and communicate Company updates to management and staff.
• Recruit, select, and hire employees for a diverse environment.
• Create weekly Front Desk management schedules and review time-off requests.
• Control payroll expense by verifying accuracy of employee clock-ins/outs.
• Review and disposition all Personnel Requisitions, Transfers, and Leave of Absence requests.
• Create, review, and update all Department policies and procedures.
• Coordinate same day selling strategy and up-sell opportunities.
• Ensure guest arrival and departure experiences meet Forbes 5-Star/AAA 5-Diamond standards.
• Conduct ongoing system training and enforce service standards.
• Create and initiate staff engagement programs.
• Investigate and respond to escalated guest feedback.
• Review and approve Employee Performance Evaluations.
• Train and develop Front Desk Management in various operational areas.
• Create department's annual Business Plan and Budget.
• Coordinate small group and large convention needs with Convention Sales Managers.
• Communicate daily with Housekeeping Director regarding operational needs.
• Coordinate changes to the Property Management System with IT.
• Compile and execute all Senior Management Special Projects.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees