Job Description The Villa Services Butler Supervisor is responsible for maintaining the daily operations in the Department and overseeing the staff of Butlers, Runners, and Coordinators to provide prompt, personalized service in the most efficient way. The Supervisor communicates and works closely with Housekeeping, Engineering, Casino Marketing, Front Office, Front Services, VIP Services, and Food and Beverage operations to provide the highest level of service to our most elite clientele. The Supervisor promotes a fun, positive, and innovative work environment by proactively seeking new ways to "WOW" our VIP guests and works together to improve operational efficiencies.
Job Responsibilities:
Performs all job responsibilities of line level staff to include Butlers, Runners, and Coordinators at any given time. Creates and adjusts the daily shift schedules depending on the business demands. Perform rounds of Butler stations to verify proper safety and health code compliance and ensure guest service standards are being met on a daily basis. Focuses on key drivers of employee engagement and guest satisfaction. Coordinates with all levels of management to maintain the highest level of guest service standards. Responds to guest and team member's requests; devising intelligent solutions to challenges while supporting the departmental business plan and budget. Ensures staff is equipped with all tools to serve the guests' needs. Assists in maintaining all inventory, equipment, administrative supplies and any necessary items within the department. Readily assists with employee payroll questions, vacation and other benefits tracking, as well as maintenance of applicable licenses and work cards. Responsible for managing line level staff and effectively managing many personality types. Implements a calm environment when under pressure. Responsible for conducting meetings with staff and disseminating appropriate communication when necessary. Responsible for providing support to the Assistant Director and Director of Villa Services Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results. Must be able to effectively deal with internal and external guests, some of whom will quire levels of patience, tact, and diplomacy. Responsible for addressing guest issues. Communicates, promotes and exhibits professional verbiage with guests and staff over the telephone, email, and in person. Actively assists the Management team with development of service training to enhance the guest experience. Assists management with conducting employee performance evaluations, and overall development of all staff to include mentoring, coaching, progressive discipline, and conflict resolution. Assists in the recruitment and hiring process by conducting interviews with management team. Takes full ownership of operational decisions in the absence of the Director or Manager/Assistant Director. Maintains a complete knowledge of industry through continuing education and training. Responsible for maintaining the Wynn standards of service to guests and staff at all times in addition to upholding the standards of cleanliness and appearance for all areas. Works with safety as a priority and follows department and company safety standards to include health code compliance. 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 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. Is an active member of the Hotel Division management team. Performs all other job related duties as assigned. Qualifications Requires a minimum of 2 years Supervisor experience in Food and Beverage, preferably in Fine dining with a working knowledge in gourmet food, wine, bartending skills, and food service within a Casino Resort. Must be able to engage guests in a friendly and professional manner to discover ways to enhance the guest stay. Should have experience coaching/mentoring and leading a staff of 15 or more. Proven experience in managing multiple priorities simultaneously and meeting deadlines. Is able to problem solve and exhibit clear decision making and critical thinking skills. Possesses organizational, interpersonal, and administrative skills to include time management and excellent attention to detail. Is able to meet project/task deadlines and disciplined to work without constant guidance and supervision. Must possess a positive "can do and whatever it takes" attitude and have an open mind along with a willingness to learn new processes and concepts to support a "big picture" mentality. Must be able to establish a good rapport and positive working relationship with all departments and staff. Candidate must maintain the highest levels of confidentiality regarding guests and staff. Requires a willingness to work beyond the average work day of 8 hours and be flexible to adjust work hours and schedule to cover all shifts of the operation. Candidate must be able to work efficiently within a team environment. Must be able to work effectively in stressful, high-pressure situations. Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude. Must be 21 years of age or older and must be able to perform all essential functions of the position. A current Nevada State Food Handlers card is required. A valid Alcohol Awareness (TAM) card is required. Proficiency with Microsoft Office programs specifically Outlook, Word, Excel, and PowerPoint. Prior knowledge of the following systems is preferred: Micros, HotSOS, MMS Agilysys, and Opera. Must possess excellent verbal and written communication skills. Must be well groomed and professional. Combination of education equivalent to graduation from high school (High school diploma) or any other combination of education, training and experience that provides the required knowledge, skills and abilities. Must be able to satisfactorily communicate English with guests, management, and other employees to their understanding. Additional foreign language a plus. Must be able to obtain and maintain any licensing or active work cards required, at present or in the future, for this position at all times 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 confidential according to EEO guidelines.
