Job Description The Director of Villa Services is responsible for ensuring the seamless execution and continued elevation of the guest experience for our highest enterprise value clientele. The Director collaborates with all Divisions (Hotel, Casino, Food and Beverage, Retail, and General Administration) to delineate how to best support the Villa Services department and ensure we exceed the expectations of our most discerning guests. In addition, this position is responsible for providing visionary leadership to inspire, motivate and maintain a supportive work environment for the Department.
Job Responsibilities:
Responsible for managing all levels of staff including Managers, Supervisors, and line level staff. Responsible for establishing and maintaining staffing compendium and roster. Responsible for effectively leading many personality types. Implements a calm environment when under pressure. Responsible for providing support to the Senior Vice President of the Hotel Division as well as Property Executives. Seeks to learn and implement current trends of the hospitality industry through continuing education and training to elevate the guest experience. Responsible for financial planning, forecast, labor, and payroll for areas of responsibility. Overall responsibility for employee payroll, vacation and other benefits tracking as well as maintenance of applicable licenses and work cards. Focuses on key drivers of employee engagement and guest satisfaction. Consults regularly with all levels of management within the company to provide constructive feedback to other departments to help enhance the guest experience. Coordinates with all levels of management to maintain the highest level of guest service standards. Ensures departmental policies and procedures are written to complement the company standards but allow the department to run efficiently. Responsible for all hiring practices within the department. Must have the ability to interview and select talent to create an exceptional service culture. Ensures staff is equipped with all tools to serve the guests' needs. Conducts regular one-on-ones and meetings with the Villa Services management team to gauge staff satisfaction, address any questions or concerns, as well as communicate and implement new processes. Responsible for training, conducting employee performance evaluations, and overall development of all staff. Overall responsibility for all inventory, equipment, administrative supplies and any necessary items within Villa Services. 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 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 meetings and 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. Is an active member of the Hotel Division management team. Performs all other job-related duties as assigned. Qualifications Requires a minimum of 5 years leadership experience in the luxury hospitality industry with a background in food and beverage and hotel management experience within a Casino Resort is required. Proven experience in managing multiple priorities simultaneously and meeting deadlines. Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction and monitors progress to achieve desired results. Must have problem negotiation, problem solving and 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. Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request. Should have knowledge of business planning, FTE management, financials, and scheduling. Candidate should possess feedback skills at all levels; push back, challenge status quo in and out of the office and strong motivational feedback. Must be able to build and maintain strong, positive working relationships at all times with staff, outside departments/vendors, casino hosts, property executives, and guests. Candidate 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. Have an open mind and willingness to learn new processes, concepts, and ways of approaching analysis. Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude. Requires a willingness to work beyond the average workday of 8 hours and be flexible to adjust work hours and schedule based on operational demands. Must possess excellent verbal and written communication skills. Must be well groomed and professional. Must maintain the highest level of confidentiality at all times. Should set the standard for professional demeanor and conduct oneself with integrity and accountability at all times. 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. College degree preferred. Must be 21 years of age or older and must be able to perform all essential functions of the position. Current Health and Alcohol Awareness (TAM) cards are required. Proficiency with Microsoft Office programs specifically Outlook, Word, Excel, and PowerPoint. Prior knowledge of the following systems is preferred: Micros, HotSOS, BichStreet, and Opera. Must be able to communicate English with guests, management, and other employees to their understanding. Additional language skills preferred but not required. 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.
