Assistant Manager - Front Office

Job Description

The Assistant Front Office Manager is a values-driven leader who brings Wynn’s Behaviors and Values to life on every shift—modeling professionalism, integrity, collaboration, and accountability while delivering a consistently exceptional guest experience. This role leads daily front office operations with a service-first mindset, anticipating needs, resolving concerns with grace, and safeguarding the standards of a Forbes 5-Star property through thoughtful leadership and disciplined execution.

Essential Job Duties & Responsibilities

• Lead Front and Back Office operations by modeling Wynn’s service excellence, accountability, and attention to detail; ensure consistent execution and compliance with Forbes 5-Star standards
• Facilitate morning briefings with clear, respectful communications, strategic updates, policy refinements, and occupancy insights while reinforcing expectations, alignment, and team collaboration
• Create and manage daily schedules with fairness and operational discipline; monitor shift performance, optimize labor, and maintain payroll accuracy in Kronos with integrity and attention to detail
• Strengthen a culture of excellence through engagement, recognition, and coaching; develop talent, support growth opportunities, and reinforce luxury service behaviors through ongoing training
• Provide timely, constructive feedback and mentorship to front desk team members, setting clear expectations and holding self and others accountable to Wynn’s Behaviors and Values
• Address guest inquiries and special requests with empathy, discretion, and prompt follow-through; investigate and respond to feedback through Market Metrix, using insights to continuously elevate service quality
• Conduct consistent, detail-oriented inspections of public spaces (lobby, front desk, facilities, elevators) to uphold a polished, clean, and welcoming environment that reflects luxury standards and pride of place
• Manage front office resources and expenses responsibly; track upselling initiatives and attendance records accurately, ensuring transparency and operational excellence
• Ensure team proficiency and consistent, compliant use of hotel systems (Opera, HotSOS, Alice, Qualtrics, B4Check-in, Samsotech), reinforcing accuracy, confidentiality, and a seamless guest experience

Qualifications

• High school diploma or equivalent required
• Bachelor’s degree and multilingual capabilities highly valued, supporting inclusive, respectful communication with a global guest base
• Minimum of two (2) years of Front Office or Hotel Management experience in a luxury resort setting, demonstrating consistent service excellence and sound judgment
• Advanced financial acumen, including proficiency in money handling, mathematical analysis, and accounting responsibilities, performed with integrity and accuracy
• Demonstrated guest service excellence with polished written and verbal communication skills and professional telephone etiquette
• Advanced proficiency with Microsoft Office Suite and hotel management systems, with a commitment to accuracy, confidentiality, and continuous improvement
• Strong leadership presence with the ability to coach, develop, and inspire high-performing teams through collaboration, accountability, and respectful communication
• Ability to obtain and maintain all required licensing, certifications, and active work credentials as mandated for this position, both presently and in the future
• Must be at least twenty-one (21) years of age

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.