Senior Front Office Manager - Tower Suites & VIP Services

Job Description

Job Responsibilities:

• 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 offer 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 and the integrity of the Wynn|Encore ambiance is maintained.
• Ensure that all system training and Forbes 5-Star/AAA 5-Diamond standards are conducted on an on-going 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 on-going 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
• Reviews and approves all Employee Performance Evaluations, ensuring each review is consistent, fair and issued in a timely manner; Creates and issues 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 (i.e. – FTE review, staffing projections, safety updates) and submit within required deadlines.

Qualifications

• High school diploma or equivalent
• Must be able to obtain and maintain any licensing or active work cards required, at present or in the future, for this position at all times
• Proficiency with MS Office
• Minimum of five years of front office senior management experience in luxury resort
• College degree is preferred

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.