Assistant Manager - Bell & Door

Job Description

The Assistant Shift Manager is responsible for the day to day operations of the Front Services department to ensure Wynn Las Vegas standards are maintained by the staff. This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction.

Job Responsibilities:

• Actively manages bell & door logistics to maintain service delivery times.
• Monitors daily staff schedule, ensuring staff are reporting to work, leaving and taking their breaks on time.
• Ensures shift information and reports are completed prior to the end of the shift and information is passed-down effectively to entire management team.
• Ensures the arrival and departure experience for all guests are in accordance with Forbes 5-Star standards and the integrity of the Wynn|Encore ambiance is maintained.
• Responsible for managing line level staff.
• Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
• Focuses on key drivers of employee engagement and guest satisfaction and coordinates with all levels of management to maintain the highest level of guest service standards.
• Assists with all hiring practices within the department. Must have the ability to interview and select excellent staff to create an exceptional service culture.
• Responsible for all training including: new hire, guest service and safety training.
• Responsible for creating employee performance evaluations, and overall development of all staff. This includes conducting regular one-on-ones and meetings with each employee to gauge staff satisfaction, address any questions or concerns, as well as communicate and implement new processes.
• Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest and employee issues.
• Responsible for ordering supplies for the department.
• Serves as the liaison for cross departmental committees.
• Attends required training classes and incorporates new knowledge into daily work practices.
• Knows and adheres to Wynn policies and procedures, embraces company culture and takes pride in the resort and amenities.
• Awareness of guest experience at all times, smiles and makes eye contact and communicates professionally.
• Understands and is well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
• Solution oriented, stays on task and promotes teamwork.

Qualifications

• Requires a minimum of 1 year leadership experience in the hospitality industry. Front services and/or hotel management experience within a Casino Resort is preferred.
• Must possess excellent communication skills, both verbal and written.
• Must have negotiation, problem solving & decision making skills.
• Must possess outstanding organizational, interpersonal and administrative skills, as well as excellent attention to detail.
• Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
• Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request.
• Must have knowledge of union as well as non-union working environments.
• Requires a willingness to work beyond the average work day of 8 hours and be flexible to adjust work hours and schedule based on operational demands.
• Must be able to build and maintain strong, positive working relationships at all times with staff, outside departments/vendors, property executives, and guests.
• Candidate must be able to work efficiently within a team environment.
• Must be able to work effectively in stressful, high-pressure situations.
• Candidate must be well groomed and professional.
• Must have an open mind and willingness to learn new processes, concepts, and ways of approaching guests.
• Must have strong customer service skills. Ability to handle challenges involving guests and operational issues while maintaining a positive attitude.
• Candidate must maintain the highest levels of confidentiality regarding guests and staff.
• Should set the standard for professional demeanor and conduct oneself with integrity and accountability at all times.
• Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
• Prior knowledge of the following systems is preferred: HotSOS, MMS Agilysys, CVPS(computerized valet and automated bell system) and Opera.
• Must be able to satisfactorily communicate English with guests, management, and other employees to their understanding. Additional foreign language a plus.
• Combination of education equivalent to graduation from high school (High school diploma) or any other combination of education, training and experience that provides the required knowledge, skills and abilities.
• Must be 21 years of age or older.
• 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.