VIP Suites & Guest Experience Manager

Wynn Resorts

Everett (MA)

On-site

USD 77,000 - 80,000

Full time

14 days+

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Job summary

Wynn Resorts’ Encore Boston Harbor in Everett, MA seeks a Manager Tower Suites to oversee VIP arrivals, private access, guest relations, and casino VIP lounge operations, driving revenue while maintaining exceptional service standards.

Reporting to hotel operations leadership, this role manages department strategy, staffing, training, and cross‑department collaboration; requires 5+ years hotel/VIP experience and leadership, with strong PC skills and familiarity with Opera.

Qualifications

Minimum 5 years of hotel and/or VIP experience required.
3 years in a leadership role preferred.
Strong computer skills and proficiency in Microsoft Office.
Experience with planning and project management.
Knowledge of union as well as non-union working environments preferred.
Experience with FCS, Maximo, Kronos, BirchStreet, Medallia and Opera is preferred.

Responsibilities

Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
Manage the execution of short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement. Identifies key drivers of success.
Manages the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
Manages the performance of team members under his/her area of responsibility.
Monitors all activities of the department to ensure that all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced.
Ensures department delivers and maintains a maximum level of property-wide service and satisfaction.
Facilitates communication throughout the property by organizing and presiding over regularly scheduled meetings with all team members within the department and with other departments as appropriate to ensure property wide communication.
Responsible for hiring, performance management, and employee engagement within the department. Provides training opportunities, constructive and positive feedback at all levels. Creates a motivating environment.
Keeps informed of all new developments within the department and makes recommendations designed to maximize department and company success.
Effectively manages internal and external guest relations, some of which will require levels of patience, tact and diplomacy. Responsible for addressing guest and team member issues as appropriate.
Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
Must have the ability to promote positive, fair, and ethical relations with all team member, with all Encore contractors, and in all interactions within the Host and Surrounding communities, as an ambassador of the Encore brand.
Ensures the highest level of confidentiality when delivering service to our Suite, Private Access, and Casino VIP guests.
Responsible for driving revenue while controlling expenses and labor continuously striving to improve profitability.
Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
Responsible for providing support to the Director of Hotel Operations as well as Property Executives.
Ensures all guests and employee interactions are in accordance with Encore and Industry accepted service standards, in order to maintain the integrity of the Encore Boston Harbor ambiance while promoting hotel facilities and services.
Responsible for business planning, FTE management, financials, and scheduling.
Works with safety as a priority, and follows department and company safety standards.
Maintains relevant knowledge of industry through continuing education and training.
Performs any other job-related duties as assigned.