Assistant Hotel Manager

Wynn Resorts, Limited; Las Vegas, Northern (NV, KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Wynn Las Vegas is seeking an Assistant Hotel Manager to lead guest services and ensure flawless, personalized experiences for our premier guests. You will supervise Resort Ambassadors, uphold Forbes 5-Star standards, and coordinate with security, claims, and investigations to safeguard guest satisfaction and property reputation.

The role emphasizes discretion, elegance, and sophisticated problem-solving in a luxury casino resort environment, with a focus on training Front Office managers and

Qualifications

• Minimum 2 years' leadership experience in hospitality; luxury casino resort management experience.
• Strong communication skills in English (verbal and written).
• Proficiency in Microsoft Office and hotel systems (HotSOS, MMS Agilysys, Medallia, Opera).
• Minimum 21 years of age with high school diploma or equivalent; higher education preferred.

Responsibilities

• Lead property tours and provide exceptional guest assistance with mastery of the Property Management System and premium amenities.
• Act as liaison between guests and all departments, resolving challenges and addressing escalated matters with grace and authority.
• Collaborate with Corporate Investigations, Guest Claims, and Security to ensure safety during sensitive incidents.
• Ensure guest interactions meet Forbes 5-Star standards and uphold the property's integrity and facilities.

Skills

Leadership experience

English communication

Customer service

Problem-solving

Decision-making

Discretion

Education

High school diploma or equivalent

Higher education preferred

Tools

Microsoft Office Suite

Hotel systems (HotSOS, MMS Agilysys, Medallia, Opera)

Job description

Hotel - Call Center / Front Desk / Concierge / VIP / Villa Services

Status

Full-Time

Brands

Wynn Las Vegas

Company

Wynn Las Vegas

Job Description

As the premier point of contact for our most valued guests, the Assistant Hotel Manager delivers flawless, personalized service with discretion, sophistication, and grace. Entrusted with safeguarding the reputation and excellence of our resort, this leader guides our Resort Ambassadors in creating extraordinary experiences that define world-class luxury hospitality.

Key Responsibilities

• Cultivate and demonstrate comprehensive mastery of the Property Management System, room categories, premium amenities, and exclusive property offerings to conduct sophisticated property tours and provide exceptional guest assistance.
• Serve as the distinguished liaison between our valued guests and all departments, expertly resolving challenges, accommodating special requests, and addressing escalated matters with grace and authority.
• Collaborate seamlessly with Corporate Investigations, Guest Claims, and Security to ensure the safety and security of our guests and patrons during sensitive incidents involving property concerns, liability matters, or security protocols.
• Ensure every guest interaction exemplifies Forbes 5-Star excellence while maintaining the integrity of our prestigious property and showcasing our world-class facilities and services.
• Thoughtfully review incident documentation, security reports, and guest feedback channels including WE Listen and social media to proactively identify and resolve matters with discretion and promptness.
• Oversee compensation tracking through HotSOS and maintain meticulous shift documentation, comprehensive reports, and seamless handover communications.
• Conduct refined inspections of public spaces, uphold our hotel's rate integrity, and provide elevated support to Lost and Found with discretionary incident management.
• Provide after-hours support to Front Office leadership and exemplify our Company Core Values through distinguished professional conduct.
• Lead comprehensive training initiatives to develop Front Office managers and execute special projects designated by Senior Management with excellence.

Qualifications

• Minimum 2 years' leadership experience in hospitality; luxury casino resort management experience
• Strong communication skills in English (verbal and written); additional foreign language preferred
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint) and hotel systems (HotSOS, MMS Agilysys, Medallia, Opera)
• Minimum 21 years of age with high school diploma or equivalent is required; higher education is strongly preferred
• Proficient with basic mathematical calculations and report analysis/creation
• Professional demeanor with integrity, accountability, and discretion; willing to challenge status quo
• Must be impeccably groomed, and prepared to present your most polished and authentic professional self
• Ability to work effectively under pressure, meet deadlines, and thrive in team environments with flexible scheduling
• Open-minded, self-directed learner committed to maintaining confidentiality and upholding company core values
• Must have excellent customer service, problem-solving, negotiation, and decision-making abilities
• Ability to build positive relationships with staff, departments, vendors, executives, and guests

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.