Manager - Private Access Guest Experience

The Manager of Private Access Guest Experience enables exclusive access and VIP treatment for Wynn Las Vegas' influential guests on and off off-premises. To open the doors to the most sought-after experiences that Las Vegas has to offer and creating a phenomenal unforgettable experience.

Essential Job Duties & Responsibilities:

Guest Experience

• Develop and maintain lasting relationships with Wynn Private Access’s clients while managing the end-to-end client relationship process.
• Proactively engages with clients regularly in deep discovery conversations, delivering a best-in-class client experience.
• Be able to take our clients through an exceptional journey, offering them a one-to-one personal experience.
• Suggests and curates experiences tailored to each individual's needs, aims, and lifestyle - aiming for relevancy and inspiration.
• Ensures guest is ‘touched’ during critical journey points – arrival, dining, stayover, and departure.
• When appropriate or requested, accompanies guests to off-premises venues.

Relationship Management

• Develops deep relationships with key internal partners and stakeholders.
• Nurtures strong relationships with external partners to ensure the best service for Wynn's guests and access to the best and most exclusive experiences.
• Creates an organic community of influential partners, making connections between dining, entertainment, events, and exclusive experience curators based on the like-minded passion of Private Access’s most valuable clients.
• Ensures Wynn Private Access guests receive preferential and VIP treatment in all venues on and off premises.

Operations

• Develops and communicates guest itineraries internally and externally.
• Ensures all guests requests are executed flawlessly and guest experience is frictionless.

Systems & Processes

• Maintains immaculate guest dossiers across all systems.
• Ensures guest knowledge is shared and kept in Empower.
• Leverage Empower to document client interactions in detail.

Leadership

• Acts as Wynn brand ambassador in the community.

Culture

• Ensure all guests and employee interactions are in accordance with Forbes 5-Star Standards.
• Actively promotes and uses the Wynn's Core Values to lead by example.

• A Bachelors degree or College education is required
• A minimum of seven (7) years of luxury brand experience focusing on HNW clientele
• Existing rolodex of connections within the Las Vegas dining, nightlife, and entertainment community
• Extensive knowledge of Property Management systems such as Salesforce, Patron, Opera, HotSoS, Alice, Seven Rooms, and MS Office
• Outstanding clear and concise communication skills in the English language is critical as this role will be interacting with all levels of influential guests

Behavior

• Extremely guest-centric and relationship-driven
• Intense curiosity to understand the unspoken guest needs
• Inquisitive with attention to detail to execute
• Empathetic to guests expressed and unexpressed needs and wants
• Always one step ahead
• Excellent verbal and written communication skills
• Relentless in follow-up
• Can deal with complexity and volume of requests

Measures of Success

• Quality and quantity of local relationships
• Ability to provide guest feedback, NPS scores, PA Financial Performance, Empower Golden Record, Guest Dossiers Management

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.