Villa Services Supervisor in Las Vegas, NV at Wynn Careers

Date Posted: 7/22/2019

Job Snapshot

Job Description

The Villa Services Coordinator Supervisor is responsible for ensuring efficient and professional communication throughout all shifts.  The Coordinator Supervisor will design and coordinate training to improve communications and standards within the Department.  The Coordinator Supervisor is also responsible for providing professional and exceptional personalized service while ensuring all guest needs are met in a prompt and efficient manner.  They must set priorities, anticipate needs while simultaneously managing multiple tasks.    As the leader of the Coordinator team, the Supervisor must be well organized and must conduct himself/herself with integrity and accountability at all times.  

*Responsible for overseeing the daily operations of the Villa Services Coordinators.
*Creates and adjusts the daily shift schedules depending on the business demands.
*Arranges, organizes, and communicates guest requests to the appropriate departments and follow-up with staff, guests, and Casino Hosts as necessary.
*Proactively seeks new ways to impress our VIP guests, create solutions to challenges, and react to guest and tem member’s requests, comments, and challenges with empathy, humility, and passion.
*Actively assists the Management team with development of service training to enhance the guest experience.
*Updates tasks on the “Coordinator Shift Checklist” to maintain efficiencies within the department and then communicates, sets clear expectations of accountability, and trains the Villa Services Coordinators.
*Assists with the ordering of equipment, administrative supplies, and any additional necessary items within the department.
*Readily assists with employee payroll questions, vacation and other benefits tracking, as well as maintenance of applicable licenses and work cards.
*Assists in the recruitment and hiring process by conducting interviews with members of management.
*Responsible for managing line level staff and effectively managing many personality types. Implements a calm environment when under pressure.
*Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
*Coordinates with all levels of management to maintain the highest level of guest service standards.
*Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact, and diplomacy. Responsible for addressing guest issues.
*Communicates, promotes and exhibits professional verbiage with guests and staff over the telephone, email, and in person.
*Assists management with training, conducting employee performance evaluations, and overall development of all staff.
*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 follows 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 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 and communicates professionally.
*Is an active member of the Hotel Division management team.
*Performs all other job related duties as assigned.

Job Requirements

*2 years Supervisory experience in a VIP or in-suite dining call center setting preferred.
*Should have experience coaching/mentoring and leading a staff of 10 or more.
*Proven experience in managing multiple priorities simultaneously and meeting deadlines.
*Must possess excellent verbal and written communication skills.
*Must be able to work effectively in stressful, high-pressure situations.
*Must be able to engage guests in a friendly and professional manner to discover ways to enhance the guest stay.
*Previous Food and Beverage experience preferred in addition to Micros training.
*Concierge knowledge and skills along with familiarity of VIP Services/Front Desk operations a plus but not required.
*Must have problem negotiation, problem solving & decision making skills.
*Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
*Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
*Candidate must be able to work efficiently within a team environment.
*Must possess a positive “can do and whatever it takes” attitude and have an open mind along with a willingness to learn new processes and concepts to support a “big picture” mentality.
*Candidate must be well groomed and professional.
*Must be open-minded and have a willingness to learn new processes, concepts, and ways of approaching guest service.
*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.
*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.
*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.
*Must be able to satisfactorily communicate English with guests, management, and other employees to their understanding. Additional foreign language a plus.


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