The Concierge is responsible for providing Forbes 5 Star service and be able to proactively anticipate the needs of our Wynn Las Vegas guests. Concierge are committed to providing personalized services of the highest level including but not limited to restaurant reservations, show tickets, transportation, shopping, spa & salon services, golf, amenity and courier requests. The Concierge is held to a strict code of ethics and will always base their recommendations with the guest’s best interest in mind.
• Responsible for maintaining the Wynn standards of service to guests and coworkers at all times while taking great pride and fulfillment from crafting a great guest experience.
• Ensures all guest interactions are in accordance to Forbes 5-Star standards, in order to maintain the integrity of the Wynn|Encore Las Vegas ambiance while promoting hotel facilities and services.
• Resolves guest issues within limits of authority and empowerment.
• Ensures the Wynn standards of cleanliness and appearance for all areas.
• Maintains a safe and pristine work environment at all times.
• Works with safety as a priority, and follows department and company safety standards.
• Knows and adheres to Wynn policies and procedures, embrace company culture and take pride in the resort and amenities.
• Understands and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
• Able to exhibit exceptional, detailed knowledge about local shopping, entertainment, dining and business venues, as well as special local events.
• 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, smiles and makes eye contact and communicates professionally.
• Willingness to maintain the highest level of confidentiality regarding guests and staff.
• 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.
• Two years prior experience as a concierge at a luxury resort property or residential property preferred.
• Must have strong problem solving & decision making skills.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
• Must be available to work all shifts and be able to flex schedule based on business demands.
• Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
• Candidate must be able to work efficiently within a team environment.
• Must be able to work effectively in stressful, high-pressure situations.
• Willingness to maintain the highest level of confidentiality regarding guests and staff.
• Must possess a positive, “whatever it takes” attitude.
• Demonstrates creativity, ingenuity and a resourceful approach to exceeding guest expectations.
• Candidate must be well groomed and professional.
• Must command excellent communication and presentation skills, both verbal and written.
• Must be able to communicate English with guests, management, and other employees to their understanding. Additional foreign language a plus.
• Prior knowledge of the following systems is preferred: Go Concierge, Guestbridge, HotSOS, Market Metrix, Opera and Open Tee (golf reservation system).
• Requires an in-depth knowledge of all services and attractions at Wynn│Encore and the ever changing Las Vegas area.
• The Concierge must make an effort to cultivate relationships and network with local establishments in order to facilitate the fulfillment of guests' requests.
• Preferred membership in the Les Clefs d’Or, Southern Nevada Hotel Concierge Association.
• Notary Public in the State of Nevada preferred, but not required.
• 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 21 years of age or older.
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.