Front Office Assistant Manager - Tower Suites

Company Description

Job Description

The Asst. Front Office Manager is responsible for managing and supervising the daily duty shifts and providing support to senior management in the department's front and back office operations. The Asst. Front Office Manager is responsible for ensuring the consistent delivery and quality of guest service and immediately addressing and resolving guest challenges and feedback. The Asst. Front Office Manager must maintain consistent lobby and front desk presence while ensuring all staff are performing in accordance with our company standards.

Job Responsibilities:

• Interact positively with guests and employees

• Promoting hotel facilities and services

• Actively promote company's core values and service standards by setting a positive example

• Pre-shift staff coming into work to communicate company updates, policy changes, hotel occupancy, special events and messages from Senior Management

• Assist in the recruitment and hiring process, conduct initial screening of all possible candidates utilizing Kenexa

• Monitor daily staff schedule and shift breakboard, ensuring staff are reporting to work, leaving and taking their breaks on time

• Constantly supervising the Front and Back Office to ensure efficiency of operations

• Control payroll expense by monitoring shift activity; allowing staff to "early out" during slow periods and verifying accuracy of employee clock-ins/outs in Kronos

• Monitor and correct performance of employees by coaching/counseling employees as needed and issuing disciplinary action for all Front Desk staff, as approved by Front Office Manager/ Sr. Asst. Front Office Manager

• Ensure employees are in compliance with Department and Company policies

• Support hotel rate integrity and availability throughout duty shift

• Ensure shift checklists and reports are completed prior to the end of the shift and information is passed-down effectively

• Ensure that the arrival and departure experience for all guests are in accordance with 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

• Maintain and execute staff engagement programs with assigned teams; monitor team performance and contribute to overall department goals

• Conduct systems training (Opera, Go Concierge, ForumTel, VIP Tickets and HotSOS) along with Forbes 5-Star/AAA 5-Diamond service training to all new hires; provide guidance and support on a daily basis

• Resolve guest challenges and special requests in a timely manner and coordinate with outside departments for completion; Assist Front Office Manager / Sr. Asst. Front Office Manager in investigating and responding to guest comments in Market Metrix and conduct follow-up as needed

• Complete and issue employee evaluations upon approval of the Front Office Manager

• Develop, coach, counsel and provide staff advancement for promotional opportunities

• Manage compensation and supplies expense; track upsell program; and update attendance in Manager Workbench

• Duty shift rounds to include inspection of public area cleanliness of lobby, front desk, public area facilities and elevators

• Maintain the Front Office Homepage

Qualifications

• High school diploma or equivalent

• Proficiency with MS Office

• Minimum of two years of Front Office/Hotel management experience at a luxury resort

• College degree preferred, not required

• 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

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.