Director of Customer Experience

The Guest of Customer Experience is responsible for overseeing 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.

Job Responsibilities:

• Oversees daily operations of the Guest Relations department.    
• Responsible for maintaining the collection, coordination and resolution of all guest correspondence including letters, comment cards, emails, guest surveys, social media posts and reviews.
• Serves as a liaison to departments within the company, partnering with all divisions to identify trends and design solutions to increase performance. 
• Consults regularly with all levels of management within the company to analyze needs, make recommendations, and establish accountability for training and performance improvement.
• Analyze trends in the division’s overall effectiveness and make recommendations.
• Work with executive team to identify both short and long-term solutions to guest impacting issues.
• Lead groups to implement change.
• Identify areas of opportunity and create service training throughout the property based on findings.
• Responsible for creating and facilitating property wide service training and workshops.
• Oversee the selection, configuration and administration of various CRM applications.
• Responsible for the input and monitoring of all reported guest incidents through the property’s CRM Systems: Libra, HotSOS and Market Metrix.
• System Administrator for the following in-house systems: Libra, HotSOS, Market Metrix and Forbes Travel Guide.
• Produce monthly guest issues report by department/division/property from the Libra system.
• Produce daily incident log for all in house guest issues within the HotSOS system.
• Analyze and distribute monthly service scores from the company’s guest survey system. 
• Fluent with the Forbes Travel Guide Standards as well as Wynn Service Standards. 
• Analyze and distribute monthly Forbes shops to department heads and property executives.
• Responsible for managing the company's relationship with Forbes Travel Guide & facilitating the Forbes standards training initiatives.
• Work with each department to maintain ratings.
• Responsible for Internal Shop program.  Create, manage and distribute results monthly.
• Understand and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests. 
• Responsible for providing support to the Executive Vice President of the Hotel Division as well as Property Executives. 
• Responsible for managing all levels of staff including Assistant Manager and Coordinators.
• Responsible for training, conducting employee performance evaluations, and overall development of all staff.
• Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
• Must focus on key drivers of employee engagement and guest satisfaction.
• Responsible for managing a diverse team and can implement a calm environment when under pressure. 
• Responsible for conducting weekly meetings with staff and disseminating appropriate communication when necessary.
• Responsible for all hiring practices within the department. Must have the ability to interview and select excellent staff. 
• Ensures staff is equipped with all tools to serve the guests’ needs.
• Ensures the Wynn standards are maintained by the 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. 
• Responsible for financial planning, forecast, labor, and payroll for areas of responsibility.
• Must maintain a complete knowledge of industry through continuing education and training.
• Attends required training classes and incorporates knowledge gained into daily work practices.
• Be an active member of the Hotel Division management team.
• Instill a sense of safety and awareness within staff. Oversee the upkeep of the safety materials on the shared drive. 
• Overall responsibility for employee payroll, vacation and other benefits tracking.

• Requires a minimum of 5 years’ leadership experience.
• Must have at least 3 years of experience consulting with high levels of management.
• Must have strong customer service skills.  Ability to deal with problems involving guests and operational issues maintaining a positive attitude.
• Candidate must maintain the highest levels of confidentiality regarding guests and staff.
• Proven experience in managing multiple priorities simultaneously and meeting deadlines.
• Should have consulting skills.
• Must possess excellent communication skills, both verbal and written.
• Must understand the strategic relationship of training in the support of achieving the stated mission of the business.
• Must have previous experience with facilitation and understand classroom and group dynamics.
• Candidate should possess feedback skills at all levels; push back, challenge status quo.
• Must have problem negotiation, problem solving & decision-making skills.
• Candidate must have at least 3 years of experience with planning and project management.
• Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
• Prior knowledge of the following systems is preferred: Libra, HotSOS, Market Metrix and Opera.
• Requires proficiency with social media sites including but not limited to: Twitter, Facebook, Trip Advisor and Yelp.
• 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 be able to work effectively in stressful, high-pressure situations.
• Must possess a positive, “whatever it takes” attitude.
• Must have an open mind and willingness to learn new processes, concepts, and ways of approaching analysis.
• Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request.
• Candidate must be well groomed and professional.
• Must be able to communicate English with guests, management, and other associates to their understanding.  Additional foreign language a plus.
• 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. A college degree is preferred.
• 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 confidential according to EEO guidelines.