Guest Services Coordinator

Job Description

The Tower Suites Front Desk Coordinator is responsible for managing guest reservations to ensure special guestroom requests are met while adhering to the Forbes 5-Star Service Standards and Wynn|Encore Las Vegas Core Values and all policies and procedures.

Job Responsibilities:

• Actively promotes and uses the company’s core values to lead by example when interacting with employees and guests.
• Responsible for maintaining the Wynn standards of service with guests and coworkers at all times.
• Ensures all guests and employee interactions are in accordance with Forbes 5-Star standards, in order to maintain the integrity of the Wynn|Encore Las Vegas ambiance while promoting hotel facilities and services.
• Knows and adheres to Wynn policies and procedures.
• Works closely with multiple departments to ensure the satisfaction of guests; including but not limited to: pre-blocking guests based on special requests or VIP status, monitoring wait times and corresponding with guests when room are ready for arrival, coordinating room moves, and completing express checkouts.
• Responsible for working with Engineering and Housekeeping to manage out of service and out of order room inventory.
• Responsible for generating and analyzing reports.
• Ability to complete Casino revisions on guest accounts.
• Monitor room type and rollaway bed inventories, proactively advising management of any potential issues.
• 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 issues in a timely manner and within limits of authority.
• Understands and is well-versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests. With an extensive focus on room types and amenities.
• Extensive knowledge of Property Management System.
• Must possess proper phone etiquette skills.
• Handles all financial transactions carefully for guests.
• Maintains a working knowledge of current promotions and rate codes.
• Accurately completes checklists and reports associated with specific shifts.
• Responsible for thorough and timely completion of special projects/assignments.
• Assists in any Front Office role or department needed based on business demands.
• Solution oriented, avoids conflict and gossip, stays on task and promotes teamwork.
• Takes ownership for the upkeep, maintenance and cleanliness of all areas within the properties.
• Works with safety as a priority, and follows department and company safety standards.
• Attends required training classes, meetings and company functions.
• Responsible for providing support to the Front Office Management Team.

Qualifications

• Must be at least 18 years of age.
• 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 possess excellent English communication skills, both verbal and written.
• Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
• Must be able to work proficiently within a team environment and disciplined to work without constant guidance and supervision.
• Must be available to work all shifts including, day, swing and overnight and be able to flex schedule based on business demands.
• Must be able to work effectively in stressful, high-pressure situations.
• Must be well groomed and possess a professional attitude.
• Must have an open mind and willingness to learn new processes and concepts.
• Must maintain the highest levels of confidentiality regarding guests and staff.

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.