Service & Hospitality Manager - Contemporary Mexican Cuisine in Las Vegas, NV at Wynn Careers

Date Posted: 1/29/2020

Job Snapshot

Job Description

Wynn Las Vegas will expand its culinary offerings with the unveiling of a new contemporary Mexican restaurant in an exclusive partnership with Enrique Olvera, Daniela Soto-Innes, and Santiago Perez, the team behind acclaimed restaurants Cosme and Atla in New York City and Damian, which will debut later this year in Los Angeles.

Job Purpose: The Service & Hospitality Manager will be responsible for all aspects of daily operations including staffing and labor management, greeting guests, guest reservation services, building repeat cliental, managing the flow of guests, providing bespoke experiences, and execution of all associated Food & Beverage to standards of preparation and presentation. Also, maintaining a vibrant atmosphere without losing focus of creating an exceptional guest experience.  

Key Responsibilities

Operations

  • Leads front door restaurant operations according to established operating policies and procedures.
  • Develops and implements innovative and personalized guest experiences
  • Develops and maintains relationships with concierge, hotel, nightlife, and locals
  • Communicates to team about operational details and oversees all VIP services.
  • Creates a work environment that promotes teamwork, mutual respect, and employee engagement.
  • Manages the research, development, and implementation of new ideas (products, service techniques, environmental additions) to ensure the venue remains competitive and relevant.
  • Corrects any deviations from service procedures swiftly.
  • Conducts daily guest briefings and disseminate company information to the restaurant management team, while listening and noting feedback to improve in the operation.
  • Establishes and maintains positive relationships/rapport with all guests, focusing efforts to exceed guest expectations at every opportunity.
  • Supports all areas of the restaurant as needed
  • Populates nightly reports and record daily details of operation for executive team to review.
  • Assists and performs duties assigned by the General Manager

 

Guest Services

  • Identify and anticipate customers’ needs and expectations, while fulfilling Wynn’s Brand Values.
  • Accommodate all special guest engagements or celebrations, extending offers to amplify the experience.
  • Request feedback and gather specific information (cleanliness, food quality, service) concerning the dining experience.
  • Knowledgeable in all facets of the work environment (hotel, other departments, etc.) to ensure all guest inquiries are handled properly.
  • Address all guests’ requests (verbal, on-line, Medallia, etc) and handle complaints in a satisfying and timely manner.
  • Provide feedback to guests’ recommendations and share their ideas with staff and management and include in planning and operations.
  • Provide personalized service to media and VIP guests, ensuring all pertinent departments in the operation are aware of these individuals and their notes.

People Management and Training

  • Provide supervision, direction, and leadership to the management team/staff to achieve and exceed department goals.
  • Delegate tasks equitably among the restaurant management team, while pushing them to grow and learn different things in the operation.
  • Develop and share with the team the vision for the venue, customer service goals, and financial objectives.
  • Coach, motivate, counsel and evaluate management team and encourage their participation in decision-making.
  • Aid in staff hiring, training, and development for both managers and line-level positions where needed.
  • Identify and develop each Team Members individual strengths to maximise team performance, while correcting any weaknesses to also promote accountability.
  • Create operational manuals and relay proper information to all departments to ensure all employees are on the same page and holding team members accountable for their actions.
  • Provide testing (written, verbal, instructional) to all Team Members to ensure important information is being understood.
  • Assess service standards and arrange training sessions and refresher courses for management staff in coordination with the outlet trainer.
  • Promote a work environment where employees feel valued, appreciated, involved, equal and safe, and respected.

Company and Department Responsibilities

  • Responsible to review, modify, and implement changes to all relevant operational avenues (menus, service, costs) to amplify profitability.
  • Continually think of creative ideas to enhance the restaurant’s image, service standards, and daily revenue streams.
  • Collaborate with other pertinent departments within the hotel to ensure assistance is always provided when needed.
  • Attend department and inter-department meetings and share relevant information.
  • Encourage good relationships, promote team spirit, and ensure effective two-way and multicultural communications between all departments.
  • Adhere to the company policies and procedures and comply with the Code of Conduct.
  • Follow SNHD health and OHSA safety standards, while striving for constant improvement to avoid health and injury hazards for our guests and employees alike.

 

Job Requirements

Competencies and Requirements

Experience: Minimum of five years’ upper management experience in a luxury, award-winning, fine-dining Mexican restaurant/bar/lounge.

Language Abilities: Fluent spoken and written Spanish and English

Knowledge: Excellent knowledge of high-end Mexican cuisine, tequila, mixology, cost control, reporting (P&L’s) and social dining service experience.

Social Media: Instagram, Facebook, Twitter, and other social media experience required.

Licenses: Able to obtain and maintain any licensing or active work cards pertinent to the job, including but not limited to a valid health card, hearing test, or alcohol awareness card.

Education: Secondary school diploma or above; Bachelor’s degree in hospitality management is preferred

Computer Skills: Proficient in Microsoft Office, Outlook, POS (Micros), purchasing software, warehouse requisition software, time-keeping software, SevenRooms host system (or relatable host system)

Physical requirements:  Ability to stand long hours at a time

Appearance: Maintain a clean and professional appearance, adhering to company standards.

Preferred Experience:

  • Experience with Mexican food and beverage operations (service, culinary, beverage and culture)
  • Experience with pre-openings, planning and project management
  • Must possess outstanding leadership, organizational, interpersonal and administrative skills, as well as excellent attention to detail with a true focus on the entire guest experience
  • Self-motivated, organized, confident, friendly and polite
  • Team player who responds quickly to demands and thrives in a high-pressure work environment
  • Previous experience managing employees using a Collective Bargaining Agreement.

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.

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