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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.Extensive knowledge of Property Management SystemExtensive knowledge of Wynn|Encore Las Vegas room types and amenitiesComprehensive knowledge of Wynn|Encore Las Vegas property offerings, locations, amenities and services providedActs as a liaison between guests and all other Property DepartmentsResolve guest challenges and special requests within limits of authority and empowerment and in a timely manner by coordinating with outside DepartmentsResponsible for maintaining a working knowledge of current promotions and rate codesEnsure all guests and employee interactions are in accordance to Forbes 5-Star/AAA 5-Diamond standards, in order to maintain the integrity of the Wynn|Encore Las Vegas ambiance while promoting hotel facilities and servicesActively promotes and uses the Company’s Core Values to lead by example when interacting with employees and guestsActively pre-shifts staff to communicate Company updates, policy changes, hotel occupancy, special events, and messages from Senior ManagementHandle all financial verification transactions carefully to ensure Front Desk Guest Service Representative cash banks are accurately balanced at the end of each shiftMaintains the cleanliness and supply levels of Front DeskAccurately completing checklists and reports associated with specific shifts and pass down appropriate informationAssist in the recruitment and interview process; conduct initial screening of all possible candidatesCreation of weekly staff schedule and daily monitoring of shift break board, ensuring staff are reporting to work, leaving and taking breaks on time and controlling payroll expenses by allowing staff to leave early during slow periodsVerifying accuracy of employee clock-ins/outs in Kronos and tracking attendanceSupport hotel rate integrity and availabilityConducts shift rounds to include inspection of all applicable Public AreasMaintain and execute staff engagement programs by monitoring team performance and contribution to overall department goalCreates and issues Employee Evaluations, upon approval from Front Office ManagerDevelop and provide staff advancement for promotional opportunities
Ensure staff is being recognized and praised for positive performance
Conduct systems training (Opera, Go Concierge, Patron, VIP Tickets and HotSOS) along with Forbes 5-Star/AAA 5-Diamond/Consortia service training to all new hires;Provide guidance and support on a daily basis and ensure on-going recertification of information is conductedReviews Market Metrix on a regular basis, responds to guest correspondence, and resolves challenges in a timely mannerMonitor and correct performance of employees; Coach/Counsel employees as needed; Issue Disciplinary Action for all Front Desk staff, as approved by Front Office ManagerEnsure employees are in compliance with Department and Company policiesManages compensation by consistently logging issued compensation in HotSOSResponsible for thorough completion of special projects/assignments provided by Senior ManagementPossess the appropriate knowledge and skill level to act a Assistant Front Office Manager in the Resorts, VIP Services, Satellite, Front Desk Call Center, or to assist in the capacity of a Lobby Ambassador, or Back Office Support during peak periodsProvide personal curbside meet and greet, escort to the respective guest room, and in room check-inAbility to assist guests with reserving transportation, restaurant and show reservations, and any other additional requests