Assistant Manager - Front Office

Wynn Resorts - Las Vegas, NV

Full-time - Entry Level

Las Vegas, NV

Accommodation

About the position

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.

Responsibilities

• Manage and supervise daily duty shifts.
• Provide support to senior management in front and back office operations.
• Ensure consistent delivery and quality of guest service.
• Address and resolve guest challenges and feedback.
• Maintain a consistent lobby and front desk presence.
• Ensure staff performance aligns with company standards.
• Act as a liaison between guests and other Property Departments.
• Resolve guest challenges and special requests in a timely manner.
• Maintain knowledge of current promotions and rate codes.
• Ensure interactions meet Forbes 5-Star/AAA 5-Diamond standards.
• Communicate Company updates and policy changes to staff.
• Handle financial verification transactions accurately.
• Maintain cleanliness and supply levels of Front Desk.
• Complete checklists and reports associated with shifts.
• Assist in recruitment and interview processes.
• Create weekly staff schedules and monitor shift breaks.
• Verify accuracy of employee clock-ins/outs.
• Support hotel rate integrity and availability.
• Conduct shift rounds and inspect Public Areas.
• Monitor team performance and staff engagement programs.
• Create and issue Employee Evaluations.
• Conduct systems training for new hires.
• Review Market Metrix and respond to guest correspondence.
• Monitor and correct employee performance.
• Manage compensation logging in HotSOS.
• Complete special projects/assignments from Senior Management.
• Act as Assistant Front Office Manager in various capacities.
• Provide personal curbside meet and greet and escort guests.
• Assist guests with reservations and additional requests.

Requirements

• High school diploma or equivalent.
• Minimum 2 years Front Office or Hotel Management experience in a luxury resort.
• Money handling and basic level math skills.
• Must be at least 21 years of age.
• Excellent customer service and communication skills.
• Proficiency with MS Office.
• Must be able to obtain and maintain any required licensing or work cards.

Nice-to-haves

• A college degree.
• Second language proficiency.