Manager - Customer Experience - #1688778

Purpose

Responsible for overseeing the day-to-day operations of the department and for providing leadership to enhance the guest experience. Continuously strengthen the property’s CRM platforms and report on insights as it relates to guest feedback.

Job Responsibilities

Guest Correspondence

• Manage daily operations of staff in the collection, coordination and resolution of all guest correspondence, including but not limited to letters, emails, surveys, social media posts and reviews
• Act as a liaison between departments to enhance the guest experience and ensure issues are addressed
• Effectively work with internal departments and external guests, some of whom will require levels of patience, tact and diplomacy.
• Partner with department analyst to identify trends and design solutions to increase service scores
• Present information to senior staff and provide recommendations based upon guest feedback

Culture/Training

• Create and facilitate property-wide service training and workshops
• Oversee internal shop program
• Maintain the company's relationship with Forbes Travel Guide & facilitate training initiatives.

People Management

• Conduct weekly meetings with staff and disseminating appropriate communication when necessary
• Responsible for hiring practices within the department such as interviewing and selecting staff.
• Manage employee administrative duties such as training, coaching, payroll, vacation and other benefits tracking
• Distribute departmental reports as needed

System Management / Data Input

• Master multiple software systems such as Opera, HotSOS, Medallia and the property’s CRM platform
• Partner with Medallia to maintain and enhance survey program and system dashboards
• Assist in improvement and maintenance of property’s CRM platform
• Act as system administrator for Medallia &HotSOS

Other

• Well versed in all aspects of the Wynn & Encore property’s amenities, services and events

• Minimum of three years’ leadership experience in the hospitality industry.
• Outstanding customer service skills
• Ability to solve problems involving guests and operational issues
• Excellent written and verbal communication skills.
• Ability to manage multiple priorities simultaneously and meets deadlines
• Outstanding organizational, interpersonal, and administrative skills
• Excellent attention to detail.
• Proficient in using Opera, HotSOS & Medallia
• Must be disciplined to work without constant guidance and supervision
• High school diploma
• Must be 21 years of age or older

Behaviors

Extremely guest-centric. Natural problem-solver. Empathetic and attentive to guests’ needs.  Detail oriented and curious. Effectively work in stressful, high-pressure situations. Works well with others. Possess a positive, “whatever it takes” attitude. Open-minded and willingness to learn new processes, concepts, and ways of approaching analysis.

Works Well With

Guests, Immediate Coworkers, Internal Operational Departments

Measurements of Success

• Guest satisfaction
• Timely closure of guest recovery cases
• Quality execution of work/ projects
• Employee satisfaction

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.