Sr. Assistant Manager - Front Office

The Senior Assistant Front Office Manager is responsible for the execution of the department operational responsibilities, ensuring front and back office operations are seamless and provide guidance and leadership to the Front Desk management and staff. In the absence of the Front Office Manager, this position assumes all administrative job responsibilities along with guest and employee-related issues to ensure operational consistency and success.

Job Responsibilities:

• Ensure that all system training and Forbes 5-Star/AAA 5-Diamond standards are conducted on an on-going basis.
• Support and oversee front office, executing pre-shifts, communicating same day sell strategy, Front and Back office operations, daily rounds, and management presence at the Front Desk; Operates in the capacity of shift manager when scheduling conflicts or business demands dictate.
• Investigate and resolve all guest feedback/comments in a timely manner and address appropriately. Responds daily to issues, tracks feedback and meets monthly with the Front Office Manager to review results.
• Pre-shift staff coming into work to communicate Company updates, policy changes, hotel occupancy, special events, and messages from Senior Management.
• Create weekly Front Desk staff schedules, ensuring proper coverage and posted in a timely manner; Review all staff vacation or time-off requests; Communicate Peak Period dates to staff in advance.
• Creates and issues Employee Performance Evaluations; Assists in creating and issuing Front Desk Management Performance Evaluations.
• Monitor daily FTE management through Kronos and review comp and supply expense on P&L with Front Office Manager to achieve Departmental budgetary goals.
• Review department's Accounting exceptions, write-offs and address areas/individuals responsible.
• Interact positively with guests and employees while promoting hotel facilities and services.
• Monitor Department Training being conducted.
• Ensure the arrival and departure experience for all guests are in accordance to Forbes 5-Star/AAA 5-Diamond standards and the integrity of the Wynn|Encore ambiance is maintained.
• Oversee hiring and recruitment process, conduct interviews, disposition and route for final interview with Exec. Dir. of Hotel Operations.
• Promote staff morale, staff engagement activities, and one-on-one development through service coaching.
• Oversee programs and encourage staff engagement; Assign 'teams' within the Front Desk to maximize staff participation in these programs.
• Communicate and enforce company policy changes; Ensure employees are in compliance with Department and Company policies; Coach/Counsel employees as needed.
• Engage Front Desk staff to discuss goals and ambitions during one-on-ones; Develop line-level 'step-up' progression.
• Review daily arrivals to ensure all special needs for incoming guest and in-house guest are prepared and coordinated with appropriate Departments.
• Assist in maintaining the departmental budget to include monthly review of financials, monitor daily labor management and control complimentaries and supplies expense.
• Actively promote and lead by example the Company Core Values and service standards through positive interactions with all employees and guests.

Qualifications

Job Requirements:

• A minimum of five years of Front Office/Hotel management experience at a luxury resort.
• Requires a high school diploma or equivalent.
• A college degree is preferred, but not required.
• Proficiency with MS Office Outlook, Word and Excel.

Additional Information