Front Office Assistant Manager - Tower Suites

Wynn-Resorts-5; Las Vegas (NV); On-site; USD 65,000 - 90,000; Full time

Job summary

Wynn Resorts is seeking an Asst. Front Office Manager – Tower Suites to supervise daily duty shifts and support senior management in front and back-office operations. You will ensure exceptional guest service, resolve guest feedback, and maintain lobby presence while upholding Wynn’s standards.

The role emphasizes staff leadership, payroll oversight, system proficiency (Opera, HotSOS, Alice, Qualtrics), and continuous improvement toward Forbes 5-Star service.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree and multilingual capabilities highly valued.
• Front Office or Hotel Management experience in luxury settings preferred.
• Advanced financial acumen with money handling and accounting responsibilities.

Responsibilities

• Interact positively with guests and employees.
• Promote hotel facilities and services.
• Lead pre-shift briefings and staff communication.
• Recruitment and screening using SmartRecruiter.
• Monitor staff schedules and payroll-related activities.
• Ensure Front and Back Office efficiency and Forbes 5-Star standards.

Skills

Front Office management

Leadership

Customer service

Communication

Financial acumen

MS Office

Education

High school diploma or equivalent

Bachelor’s degree (valued)

Tools

Opera

HotSOS

Alice

Qualtrics

B4Check-in

Samsotech

Job description

• Full-time
• FLSA Status: Non-Exempt
• Division: 22700 - HOTEL
• Career Areas: Hotel - Call Center / Front Desk / Concierge / VIP / Villa Services
• Status: Full-Time

Job Description

The Asst. Front Office Manager – Tower Suites 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.

Job Responsibilities:

• Interact positively with guests and employees
• Promoting hotel facilities and services
• Actively promote company's core values and service standards by setting a positive example
• Pre-shift staff coming into work to communicate company updates, policy changes, hotel occupancy, special events and messages from Senior Management
• Assist in the recruitment and hiring process, conduct initial screening of all possible candidates utilizing SmartRecruiter
• Monitor daily staff schedule and shift breakboard, ensuring staff are reporting to work, leaving and taking their breaks on time
• Constantly supervising the Front and Back Office to ensure efficiency of operations
• Control payroll expense by monitoring shift activity; allowing staff to "early out" during slow periods and verifying accuracy of employee clock-ins/outs in Kronos
• Monitor and correct performance of employees by coaching/counseling employees as needed and issuing disciplinary action for all Front Desk staff, as approved by Front Office Manager/ Sr. Asst. Front Office Manager
• Ensure employees are in compliance with Department and Company policies
• Support hotel rate integrity and availability throughout duty shift
• Ensure shift checklists and reports are completed prior to the end of the shift and information is passed down effectively
• Ensure that the arrival and departure experience for all guests are in accordance with Forbes 5-Stars standards and the integrity of the Wynn|Encore ambiance is maintained
• Ensure that all system training and Forbes 5-Stars standards are conducted on an on-going basis
• Maintain and execute staff engagement programs with assigned teams; monitor team performance and contribute to overall department goals
• Ensure team proficiency and consistent, compliant use of hotel systems (Opera, HotSOS, Alice, Qualtrics, B4Check-in, Samsotech), reinforcing accuracy, confidentiality, and a seamless guest experience
• Maintain back-office supplies and manage ordering for VIP Lounge operations
• Resolve guest challenges and special requests in a timely manner and coordinate with outside departments for completion; Assist Front Office Manager / Sr. Asst. Front Office Manager in investigating and responding to guest comments in Qualtrics and conduct follow-up as needed
• Complete and issue employee evaluations upon approval of the Front Office Manager
• Develop, coach, counsel and provide staff advancement through regular one-on-one meetings
• Manage compensation and supplies expense; track upsell program; and update attendance in Manager Workbench
• Duty shift rounds to include inspection of public area cleanliness of lobby, front desk, public area facilities and elevators
• Maintain the Front Office Homepage

Qualifications

• High school diploma or equivalent required
• Bachelor’s degree and multilingual capabilities highly valued, supporting inclusive, respectful communication with a global guest base
• Minimum of two (2) years of Front Office or Hotel Management experience in a luxury resort setting, demonstrating consistent service excellence and sound judgment
• Advanced financial acumen, including proficiency in money handling, mathematical analysis, and accounting responsibilities, performed with integrity and accuracy
• Demonstrated guest service excellence with polished written and verbal communication skills and professional telephone etiquette
• Advanced proficiency with Microsoft Office Suite and hotel management systems, with a commitment to accuracy, confidentiality, and continuous improvement
• Strong leadership presence with the ability to coach, develop, and inspire high-performing teams through collaboration, accountability, and respectful communication
• Ability to obtain and maintain all required licensing, certifications, and active work credentials as mandated for this position, both presently and in the future
• Must be at least twenty-one (21) years of age

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.