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Supervisor - Villa Services
1 month ago
The Villa Services Coordinator Supervisor is responsible for ensuring efficient and professional communication throughout all shifts. The Coordinator Supervisor will design and coordinate training to improve communications and standards within the Department. The Coordinator Supervisor is also responsible for providing professional and exceptional personalized service while ensuring all guest needs are met in a prompt and efficient manner. They must set priorities, anticipate needs while simultaneously managing multiple tasks. They will proactively seek new ways to impress our VIP guests, create solutions to challenges, and react to guest and team members requests, comments, and challenges with empathy, humility, and passion. As the leader of the Coordinator team, the Supervisor must be well organized and must conduct themselves with integrity and accountability at all times. They must be able to initiate and engage in conversation in a friendly but professional manner while also maintaining confidentiality at all times.
Job Responsibilities:
Oversee the daily shift and follow-up on assigned Butler/Coordinator tasks and work as a cohesive unit with the Butler Supervisor.
Aid with Butler assignments, scheduling, and FTE management (Time-off requests, EOs, and EDOs)
Arrange, organize, and communicate guest requests to the appropriate Departments and follow-up with staff, guests, and Hosts.
Email Hosts and Admins for amenity, food, and beverage approvals during the pre-arrival and stay dates.
Ensure all Floral, IRD, and Host amenities are set up in suite prior to guest arrivals and in accordance to the guest profile.
Manage the off-property guest/Host requests by maintaining that the Transportation and Approval standards are followed through by staff.
Coordinate with Housekeeping for all Arrivals/Departures; Make-up/Turn-down services; and special set-up requests in all suites.
Maintain an occupancy log with upcoming Arrivals, Casino/Special events, and holidays.
Update the locator board with guest name, room #, stay dates, Host name, amenity, Housekeeping, and special guest preferences
Consolidate guest information from the daily shift pass-down, input on guest profile(s), review for accuracy updates, and protect the confidentiality of guest preference profiles within the Department.
Work with the Management team to develop training specifically geared towards 5-star and professional email and telephone etiquette.
Train and implement Micros and order taking skills; inputting HOTSOS requests; updating Resort, Food, and Beverage knowledge.
Pre-shift staff with guest updates, Company or policy changes, special events, training standards, and messages from Senior Management.
Assist in the recruitment and hiring process by conducting interviews with Director or Manager.
Inform or involve Director/Manager of Villa Services, Casino host, or Executives for all escalated guest incidents.
Mentor, coach/counsel, train, and issue staff with any disciplinary action as approved by Director/Manager.
Complete, review with Director/Manager, and issue all staff evaluations and conduct one-on-ones to promote growth and opportunity for advancement.
Update and will take full ownership of operational decisions in the absence of the Director or Manager.
Qualifications Have at least 1-2 years Supervisory experience in a VIP or in-suite dining call center setting.
Should have experience coaching/mentoring and leading a staff of 10 or more.
Must have exceptional telephone etiquette skills and maintain a positive attitude especially during highly stressful periods.
Must be able to engage guests in a friendly and professional manner to discover ways to enhance the guest stay while maintaining confidentiality at all times.
Previous Food and Beverage experience preferred in addition to Micros training.
Concierge knowledge and skills along with familiarity of VIP Services/Front Desk operations a plus but not required.
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.
Must be 21 years of age or older and must be able to perform all essential functions of the position.
Proficiency with Microsoft Office programs specifically Outlook, Word, Excel, and PowerPoint.
Must possess excellent verbal and written communication skills.
High school diploma or equivalent.
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 confidential according to EEO guidelines.
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