Front Office Assistant Manager - Tower Suites

About the role

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 & Requirements

• 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