The Lead Receptionist is responsible for assisting with the day-to-day operations of the department to ensure Wynn Las Vegas standards are maintained by the staff.  This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction and serves as a Spa Supervisor on duty during designated shifts.

Job Responsibilities: 

• Responsible for the oversight and development of the Spa Receptionist team.
• Performs all duties of the Spa Receptionist and assists as a Guest Attendant as needed. These duties circulating the facility to ensure upkeep and cleanliness, checking guests in, making reservations, securing forms of payment, and providing tours, directions, and information to guests in need.
• Responsible for maintaining the Wynn and Forbes standards of service to guests and coworkers at all times. 
• Knows and adheres to Wynn and department policies and procedures, embraces company and department culture and takes pride in the resort and amenities.
• Understands and well versed in the resort, including all outlets, hours of operation, activities and events available to guests.  
• Ensures the Wynn standards of cleanliness and appearance for all areas.  
• Works with safety as a priority and follows department and company safety standards.
• Must lead by example by demonstrating exceptional guest and employee interactions.
• Communicates regularly with all levels of management and provides constructive feedback to enhance the guest and employee experience.   
• Communicates regularly with Wynn employees and guests via phone and email.
• Conducts daily pre-shifts and keeps staff informed of department and company information.
• Must be able to effectively deal with employees and guests, some of whom will require levels of patience, tact, and diplomacy.
• Looks for opportunities to assist peers, guests, other departments, or leaders at all times.
• Provides accurate, appropriate, and immediate responses to guest and employee requests and challenges.
• Maintains knowledge of industry through continuing education and training. 
• Provides clear direction, establishes goals and appropriate time frames. 
• Attends required meetings and training classes and incorporates new standards, service knowledge and safety into daily work practices.
• Conducts trainings and meetings with the staff. 
• Responds to and tracking all guest challenges, and monitors progress to achieve desired results.
• Prepares food and beverages in compliance with all SNHD guidelines.
• Provides support to the Spa management team and acts as a spa Manager on Duty.
• Responsible for the Spa and Fitness Center daily opening and closing procedures.
• Assists with controlling labor by adjusting staff coverage based on business demands.
• Assists with billing questions and discrepancies.
• Assists with reservation requests via phone and email. 
• Monitors daily attendance through daily timekeeping audits.
• Assists in the maintenance of applicable staff licenses and work cards.  
• Ensures staff is equipped with all tools to serve the guests’ needs; assists with inventory of spa products, linen, equipment, administrative supplies and any necessary items within the Spa and Fitness areas.  
• Assists with balancing the reservation books for the technical team.
• Educates staff on services offered and assists with department service revenue growth.
• Ensures all maintenance, cleanliness, and equipment challenges are reported in a timely manner.
• Reviews monthly accounting exceptions log and follows up with staff billing challenges. 
• Knowledgeable on all spa and salon services offered and can actively suggest services to maintain sales while following Forbes standards.
• Assists with reconciliation of daily sales, deposits and invoice. 
• Other duties as assigned by management.

Job Requirements:

• Must be 18 years of age or older.
• Current Food Handler’s Card.
• 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. 
• Experience working in a demanding high volume luxury spa or resort environment. Prior leadership experience is preferred but not required.
• Candidate must be well groomed and professional. 
• Must be able to work varied shifts, including nights, weekends, and holidays. 
• Ability to stand for long periods of time.
• Candidate must be able to work efficiently within a team environment. 
• Possess excellent communication skills, both verbal and written.
• Must be able to satisfactorily communicate English with guests, management, and other employees to their understanding.  Additional foreign language a plus.
• Must possess outstanding customer service, organizational, and interpersonal skills as well as excellent attention to detail and the ability to multi-task.
• Proven experience in managing multiple priorities simultaneously and meeting deadlines.
• Willingness to maintain the highest level of confidentiality regarding guests and staff.
• Must have an open mind and willingness to learn new processes, concepts and ways of approaching guest and coworkers.
• Must have problem negotiation, problem solving & decision-making skills.
• Must possess outstanding organizational, interpersonal and administrative skills, as well as excellent attention to detail and the ability to multi-task.
• Proven experience in managing multiple priorities simultaneously and meeting deadlines.
• Must be able to work varied shifts, including nights, weekends, and holidays. 
• 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.
• Must have an open mind and willingness to learn and innovate new processes, concepts, and ways of approaching analysis.
• Proficiency in Microsoft Office specifically: Outlook, Word & Excel. 
• Prior knowledge of the following systems is preferred but not required: SpaSoft, HotSOS, Medallia, Micros/Oracle, and Opera.

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.