Assistant Manager - Housekeeping

Job Description

The Assistant Manager is responsible for assisting in the day-to-day operations of the assigned area of responsibility within the department to ensure Wynn Las Vegas standards are maintained by the staff.  This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction. 

• Ensures the Wynn standards of cleanliness and appearance for all housekeeping areas, which include but not limited to; guest rooms, back of house lockers, and tower public areas. 
• Responsible for assisting in managing all levels of staff including quality assurance supervisors, guest room attendants, house person, and utility house person.
• Responsible for effectively managing many personality types. Implements a calm environment when under pressure.
• Must focus on key drivers of employee engagement and guest satisfaction.
• Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
• Conducts effective pre-shifts to ensure timely, accurate, and pertinent communication with staff. 
• Responsible for the productivity of assigned staff members. Works closely with staff to ensure their success. 
• Responsible for assisting with daily shift duties.
• Assisting the manager with daily duties, which include, but not limited to room quality control, guest requests, tracking keys, daily pass downs, conducting pre-shifts, overseeing special projects, maintaining equipment and supplies necessary to support the department.
• Responsible for assisting with training and staff development. 
• Performing employee coaching and disciplinary actions by bringing performance issues or policy violations to the attention of the manager as issues occur or are assigned by the manager or department leadership.
• Creating and conducting performance reviews.
• Ensures staff is equipped with all tools to serve the guests’ needs, which include, but not limited to making yourself available for staff by consistently walking floors, answering questions, following up with employees, addressing issues and concerns, giving clear expectations and directions for tasks and assignments.
• Conducts inspections in all guest rooms, hallways and related back of house space in order to maintain a high level of cleanliness.
• Maintains a strong working relationship with fellow management and other departments to enhance the guest experience.
• Works closely with maintenance manager and engineering department to ensure upkeep of the assigned area(s)/rooms. Works with safety as a priority and follows department and company safety standards.
• Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest issues. 
• Responsible for maintaining the Wynn standards of service to guests and coworkers at all times. 
• Knows and adheres to Wynn policies and procedures, embraces company culture and takes pride in the resort and amenities.
• Understands and is well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests. 
• Attends required training classes and incorporates new knowledge gained into daily work practices.
• Looks for opportunities to assist peers, guests, other departments or leaders at all times.
• Solution oriented, avoiding conflict and gossip, stays on task and promotes teamwork.
• Awareness of guest experience at all times, smiles and makes eye contact and communicates professionally.
• Must maintain a complete knowledge of industry through continuing education and training. 
• Performs any other job-related duties as assigned by the manager.

Qualifications

• A minimum of 1 year leadership experience, in a large casino or hotel environment, preferred but not required.
• Proven experience in managing multiple priorities simultaneously and meeting deadlines.
  Must possess excellent communication skills, both verbal and written.
• Candidate should possess feedback skills at all levels; push back, challenge status quo in and out of the office and strong motivational feedback.
• Must have problem negotiation, problem solving & decision-making skills.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
• Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
• Weekend availability.  Must be available to work all shifts and be able to flex schedule based on business demands.  
• Candidates must be able to work efficiently within a team environment.  
• Must be able to work effectively in stressful, high-pressure situations.
• Must possess a positive, “whatever it takes” attitude.
• Candidate must be well groomed and professional.
• Must have an open mind and willingness to learn new processes, concepts, and ways of approaching analysis.
• Must have knowledge of union as well as non-union working environments.
• Must have strong customer service skills.  Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
• Candidate must maintain the highest levels of confidentiality regarding guests and staff.  
• Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
• Prior knowledge of the following systems is preferred: HotSOS, Kronos, MMS Agilysys, Lemaland, Levo2, and Opera.
• Must be able to effectively communicate English with guests, management, and other associates to their understanding.  Additional foreign language a plus.
• Combination of education equivalent to a high school diploma or any other combination of education, training and experience that provides the required knowledge, skills and abilities.  
• Must be 21 years of age or older.

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.