Front Office Training Manager

Job Description

The Front Office Training Manager is responsible for designing, delivering and evaluating service training programs for the Front Desks and Concierge team at Wynn & Encore Las Vegas.  They report directly to the Executive Director of Front Office and will work closely with Front Desk and Concierge leadership to elevate guest service delivery.  The ideal candidate will possess a passion for hospitality, have a proven track record of training expertise and an unwavering commitment to excellence.

Job Responsibilities:

• Reports to and collaborates with the Executive Director of Front Office Operations.
• Oversee all facets of Front Office training, including the Resort Tower Front Desks, Tower Suites Front Desks, Concierge and Front Desk Call Center for both Wynn & Encore Las Vegas.
• Ensure the Wynn standards, Core Values and Behaviors are maintained by Front Office staff. 
• Develop, implement, and continuously improve training programs for Front Desk and Concierge staff to enhance guest service delivery.
• Conduct gap analyses to identify training priorities for service improvement.
• Work closely with Front Office leadership to ensure training initiatives support operational goals and brand standards.
• Collaborate with Wynn Learning and Development department to ensure consistency with companywide initiatives.
• Facilitate engaging classroom and on-the-job training sessions, incorporating best practices in luxury hospitality and service excellence.
• Monitor and evaluate training effectiveness through feedback, performance metrics, and guest satisfaction scores, making adjustments as needed.
• Coach and mentor Front Desk and Concierge staff, fostering a culture of continuous learning, professionalism, and personalized guest service.
• Create and maintain training materials, manuals, and SOPs tailored to luxury service expectations and departmental needs.
• Stay current with industry trends, innovations, and guest preferences to incorporate the latest techniques and standards into training programs.
• Support the onboarding and orientation process for new Front Desk and Concierge employees, ensuring seamless integration and immediate adoption of Wynn culture.
• Lead by example, consistently demonstrating the highest level of guest service and professionalism.
• Support and ensure training material deliver Forbes 5-Star accreditation.
• Collaborate with Guest Experience department to ensure training programs are introduced to address guest feedback.
• Perform all other job duties as requested.

Qualifications

• Must be 21 years of age

• Minimum of 3-5 years in hospitality, preferably in a luxury or 5-star resort
• Front Office operational experience within a luxury hotel environment.
• Extensive knowledge of luxury service standards and evaluation methods.
• Proven track record of designing, delivering and evaluating training programs
• Experience in coaching, mentoring and/or leading in high-end hospitality environments
• Ability to develop, implement and continuously improve training programs for Front Desk and Concierge staff.
• Previous experience with train-the-training programs and leadership development
• Proficiency with Microsoft Office products
• 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.
• Must be available to work all shifts.
• Candidate must be able to work efficiently within a team environment. 
• Candidate must present a polished and professional appearance, adhering to Wynn’s presentation and uniform standards at all time.
• Candidate must have a high level of professionalism, integrity and discretion.
• Must have an open mind and willingness to learn new processes, concepts, and ways of approaching analysis.
• Proven experience in managing multiple priorities simultaneously and meeting deadlines.
• Must possess excellent communication skills, both verbal and written.
• Candidate should possess feedback skills at all levels; push back, challenge status quo in and out of the office and strong motivational feedback.

Preferred Qualifications:

• Bachelor’s degree in business, Education, Human Resources or related field and 2-4 years of training/facilitating experience or luxury hotel operations experience (or an equivalent combination of training, education, and professional experience)
• 3-5 years of experience in training and development
• Experience working with training design software and Learning Management Systems
• Leadership training experience
• L&D certifications and/or affiliations
• Expert knowledge of Opera PMS

Additional Information

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.