Director of Customer Experience

Las Vegas, NV, USA|Onsite

Job Overview

Employment Type

Full-time

Compensation

Type:

Salary

Rate:

Range $63,330.19 - $78,101.59

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Employee Discounts

401(k) retirement plan

Employee assistance program

Tuition Reimbursement

Job Description

Wynn Las Vegas stands as a premier luxury resort and casino located on the vibrant Las Vegas Strip. Renowned globally for its exceptional service, elegant design, and unparalleled guest experiences, Wynn Las Vegas offers a comprehensive array of amenities including award-winning dining, world-class entertainment, luxurious accommodations, and a vibrant casino floor. The resort champions a culture of excellence and innovation, emphasizing exceptional customer service and attention to detail in every aspect of guest interaction. As a beacon in the hospitality industry, Wynn Las Vegas continually invests in its workforce to maintain its reputation for luxury and service excellence.
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Job Requirements

Minimum five years of leadership experience
At least three years consulting with high levels of management
Strong customer service skills
Ability to handle guest and operational issues with diplomacy and tact
Maintain confidentiality of guests and staff
Manage multiple priorities and deadlines
Excellent verbal and written communication
Understand the importance of training in achieving business goals
Experience with facilitation and group dynamics
Provide feedback and challenge status quo
Problem solving and decision making skills
At least three years of planning and project management experience
Proficient in Microsoft Office applications
Preferred experience with Libra, HotSOS, Market Metrix and Opera
Proficient with social media platforms including Twitter, Facebook, Trip Advisor and Yelp
Excellent organizational and administrative abilities
Ability to work independently and within a team
Ability to handle stressful environments calmly
Positive and flexible mindset
Willingness to learn new concepts and analytical methods
Basic math skills
Professional and well groomed appearance
Fluent in English
College degree preferred
Must be at least 21 years old

Job Qualifications

Minimum five years of leadership experience
At least three years consulting with high levels of management
Strong customer service skills and problem-solving abilities
Maintains confidentiality concerning guests and staff
Manages multiple priorities and meets deadlines
Possesses excellent verbal and written communication skills
Understands strategic role of training in business goals
Experienced in facilitation and group dynamics
Provides constructive feedback at all levels
Skilled in negotiation, decision-making, and problem resolution
At least three years experience in planning and project management
Proficient in Microsoft Office including Outlook, Word, Excel, and PowerPoint
Familiar with Libra, HotSOS, Market Metrix, and Opera systems preferred
Knowledgeable about social media platforms like Twitter, Facebook, Trip Advisor, and Yelp
Outstanding organizational and administrative skills
Ability to work under deadlines independently
Effective team player
Handles stressful, high-pressure situations calmly
Positive, proactive attitude
Open to learning new processes and analytical approaches
Ability to compute basic math and create reports
Professional appearance and demeanor
Fluent in English
College degree preferred
Must be 21 years or older

Job Duties

Oversees daily operations of the Guest Relations department
Responsible for managing collection, coordination, and resolution of all guest correspondence including letters, comment cards, emails, guest surveys, social media posts and reviews
Serves as liaison to all company departments to identify trends and design solutions to improve performance
Consults with all levels of management to analyze needs, make recommendations, and establish accountability for training and performance enhancements
Analyzes division effectiveness trends and recommends improvements
Collaborates with executive team to develop short and long-term solutions to guest issues
Leads groups to implement service changes and training
Creates and facilitates property-wide service training and workshops
Oversees CRM applications selection, configuration, and administration including Libra, HotSOS, Market Metrix and Forbes Travel Guide
Manages input and monitoring of all guest incidents in CRM systems
Produces and analyzes monthly reports and distributes service scores
Manages company relationship with Forbes Travel Guide and facilitates standards training
Oversees internal shop program and maintains property ratings
Supports executive leadership and manages all departmental staff including hiring, training, evaluations, and development
Provides clear direction, sets goals, monitors guest satisfaction, and fosters employee engagement
Handles employee payroll, vacation, and benefits tracking and ensures compliance with Wynn standards
Maintains knowledge of hotel features and services
Communicates effectively with guests and staff under pressure
Implements a safe and professional work environment
Attends continuing education and training
Participates actively in hotel management team meetings

Job Location

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please contact the employer.

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