Manager - Private Access Guest Experience

Manager - Private Access Guest Experience

• Full-time
• FLSA Status:
  Exempt
• Division: 22700 - HOTEL
• Career Areas:
  Hotel - Call Center / Front Desk / Concierge / VIP / Villa Services
• Status:
  Full-Time

The Manager of Private Access Guest Experience enables exclusive access and VIP treatment for Wynn Las Vegas' influential guests on and off‑premises. To open the doors to the most sought‑after experiences that Las Vegas has to offer and create a phenomenal unforgettable experience.

• Develop and maintain lasting relationships with Wynn Private Access’s clients while managing the end‑to‑end client relationship process.
• Proactively engage with clients regularly in deep discovery conversations, delivering a best‑in‑class client experience.
• Take clients through an exceptional journey, offering them a one‑to‑one personal experience.
• Suggest and curate experiences tailored to each individual’s needs, aims, and lifestyle – aiming for relevancy and inspiration.
• Ensure the guest is “touched” during critical journey points – arrival, dining, stayover, and departure.
• When appropriate or requested, accompany guests to off‑premises venues.

• Develop deep relationships with key internal partners and stakeholders.
• Nurture strong relationships with external partners to ensure the best service for Wynn's guests and access to the best and most exclusive experiences.
• Create an organic community of influential partners, making connections between dining, entertainment, events, and exclusive experience curators based on the like‑minded passion of Private Access’s most valuable clients.
• Ensure Wynn Private Access guests receive preferential and VIP treatment in all venues on and off premises.

• Develop and communicate guest itineraries internally and externally.
• Ensure all guests’ requests are executed flawlessly and the guest experience is frictionless.

• Ensure guest knowledge is shared and kept in Empower.
• Leverage Empower to document client interactions in detail.

• Act as Wynn brand ambassador in the community.

• Ensure all guests and employee interactions are in accordance with Forbes 5‑Star Standards.
• Actively promote and use the Wynn's Core Values to lead by example.

• A bachelor's degree or college education is required.
• A minimum of seven (7) years of luxury brand experience focusing on HNW clientele.
• Existing rolodex of connections within the Las Vegas dining, nightlife, and entertainment community.
• Extensive knowledge of property management systems such as Salesforce, Patron, Opera, HotSoS, Alice, Seven Rooms, and MS Office.
• Outstanding clear and concise communication skills in the English language is critical as this role will be interacting with all levels of influential guests.

• Extremely guest‑centric and relationship‑driven.
• Intense curiosity to understand the unspoken guest needs.
• Inquisitive with attention to detail to execute.
• Empathetic to guests expressed and unexpressed needs and wants.
• Always one step ahead.
• Excellent verbal and written communication skills.
• Relentless in follow‑up.
• Can deal with complexity and volume of requests.

• Quality and quantity of local relationships.
• Ability to provide guest feedback, NPS scores, PA Financial Performance, Empower Golden Record, and Guest Dossiers Management.

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 confidential according to EEO guidelines.