Assistant Director - Villa Services

The Assistant Director of Villa Services oversees the daily Butler Service operations for both Wynn and Encore Villa Services and aids and supports the Director with everyday operations, staffing, and guest expectations.  This position will communicate pertinent information between the management levels in addition to being a conduit of service standards between Wynn and Encore Villa Services.

Job Responsibilities:

• Responsible for managing all levels of staff including supervisors and line level staff.
• Responsible for providing support to the Villa Services Director, Executive Vice President of the Hotel Division as well as Property Executives.
• Responsible employee payroll, vacation and other benefits tracking, as well as maintenance of applicable licenses and work cards.
• Assist the Director with financial planning, forecast, labor, and payroll for areas of responsibility.
• Assist the Director with all hiring practices for the department. Must have the ability to interview and select excellent staff to create an exceptional service culture.
• Responsible for effectively managing many personality types. Implements a calm environment when under pressure.
• Facilitates proactive guest resolution with Casino Hosts, Executives, and staff in a positive manner.
• Develops and maintains training standards with supervisors to include food service, wine knowledge, clothing/laundry presentation, amenity set-up, safety standards, cultural etiquette, and professional appearance and verbiage.
• Assist with training, conducting employee performance evaluations, and overall development of all staff to include mentoring, coaching, progressive discipline, and conflict resolution.
• Works closely with the Supervisor team to improve operational efficiencies without compromising the guest experience. 
• Conducts regular one-on-ones with the Supervisors and line staff in the department to gauge staff satisfaction and address any questions or concerns.
• Consults regularly with all levels of management within the company to provide constructive feedback to other departments to help enhance the guest experience.  
• Maintains security of guest preference profiles within the Department.
• Assumes all the responsibilities and duties of Villa Services in the absence of the Director.
• Stays current with trends of the 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.
• Work with safety as a priority and follow 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, and communicates professionally.
• Is an active member of the Hotel Division management team.

Performs all other job-related duties as assigned.

• Requires a minimum of 3 years leadership experience in the hospitality industry. Food and beverage and/or hotel management experience within a Casino Resort is preferred.
• Proven experience in managing multiple priorities simultaneously and meeting deadlines.
• Must possess a positive “can-do” and “whatever it takes” attitude and comprehend a “big picture” mentality.
• Must be open-minded and have a willingness and analytical approach to learn new processes and concepts.
• Must establish a good rapport and positive working relationship with all departments and staff.
• Prior experience coaching/mentoring and leading a staff of 35 or more is preferred.
• Must possess excellent communication skills, both verbal and written.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
• Candidate should possess feedback skills at all levels; push back, challenge status quo in and out of the office and strong motivational feedback.
• Must have problem negotiation, problem-solving and decision-making skills.
• 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.
• Must have strong customer service skills.  Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
• Candidate must maintain the highest levels of confidentiality regarding guests and staff. 
• Candidate must be able to work efficiently within a team environment. 
• Must be able to work effectively in stressful, high-pressure situations.
• Candidate must be well groomed and professional.
• Should set the standard for professional demeanor and conduct oneself with integrity and accountability at all times.
• 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.
• Current Food handler’s 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, MMS, Agilysys, and Opera.
• 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 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

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.