Senior Front Office Manager - Tower Suites & VIP Services

Company Description

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

Requisition s, 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.