Assistant Manager - Private Access Guest Experience
Assistant Manager - Private Access Guest Experience
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Job Description
Purpose of the Role:
To enable exclusive access and VIP treatment for Wynns influential guests. To open the doors to the most soughtafter experiences that Wynn and Las Vegas has to offer.
Responsibilities:
Guest Experience
- Develops and maintains lasting relationships with Wynn Private Accesss clients while managing the endtoend client relationship process.
- Proactively engages with clients regularly in deep discovery conversations delivering a bestinclass client experience.
- Be able to take our clients through an exceptional journey offering them a onetoone personal experience.
- Suggests and curates experiences tailored to each individuals needs aims and lifestyle aiming for relevancy and inspiration.
- Ensures guest is touched during critical journey points arrival dining stayover and departure.
- When appropriate or requested accompanies guests to offpremises venues.
Relationship Management:
- Develops deep relationships with key internal partners and stakeholders.
- Nurtures strong relationships with external partners to ensure the best service for Wynns guests and access to the best and most exclusive experiences.
- Creates an organic community of influential partners making connections between dining entertainment events and exclusive experience curators based on the likeminded passion of Private Accesss most valuable clients.
- Ensures Wynn Private Access guests receive preferential and VIP treatment in all venues on and off premises.
Operations
- Develops and communicates guest itineraries internally and externally.
- Ensures all guests requests are executed flawlessly and guest experience is frictionless.
Systems & Processes:
- Maintains immaculate guest dossiers across all systems.
- Ensures guest knowledge is shared and kept in Empower.
- Leverage Empower to document client interactions in detail.
Leadership:
- Acts as Wynn brand ambassador in the community.
Culture:
- Ensure all guests and employee interactions are in accordance with Forbes 5Star standards.
- Actively promotes and uses the Companys Core Values to lead by example.
Behaviors & Skills:
Guestcentric and relationshipdriven. Intense curiosity to understand the unspoken guest needs. Inquisitive with attention to detail to execute. Empathetic to guests expressed and unexpressed needs and wants. Always one step ahead. Excellent verbal and written communication skills. Relentless in followup. Can deal with complexity and volume of requests. Must be flexible regarding schedule with the ability to work varied days and times.
Measures of Success:
Guest feedback NPS scores Financial Performance Guest Dossiers Management.
Qualifications :
A college education is preferred. Minimum of 2 years of luxury brand experience focusing on HNW clientele. Extensive knowledge of Property Management systems such as Salesforce Patron Opera HotSoS Alice Seven Rooms and MS Office. Outstanding written and verbal communication skills. Must be flexible regarding schedule with the ability to work varied days and times.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
