Job Description

Job Description

Purpose of the Role:

To enable exclusive access and VIP treatment for Wynn’s influential guests. To open the doors to the most sought-after experiences that Wynn and Las Vegas has to offer.

Responsibilities:

Guest Experience

• Develops and maintains lasting relationships with Wynn Private Access’s clients while managing the end-to-end client relationship process.
• Proactively engages with clients regularly in deep discovery conversations, delivering a best-in-class client experience.
• Be able to take our clients through an exceptional journey, offering them a one-to-one personal experience.
• Suggests and curates experiences tailored to each individual's needs, aims, and lifestyle - aiming for relevancy and inspiration.
• Ensures guest is ‘touched’ during critical journey points – arrival, dining, stayover, and departure.
• When appropriate or requested, accompanies guests to off-premises venues.

Relationship Management:

• Develops deep relationships with key internal partners and stakeholders.
• Nurtures strong relationships with external partners to ensure the best service for Wynn's guests and access to the best and most exclusive experiences.
• Creates an organic community of influential partners, making connections between dining, entertainment, events, and exclusive experience curators based on the like-minded passion of Private Access’s most valuable clients.
• Ensures Wynn Private Access guests receive preferential and VIP treatment in all venues on and off premises. 

Operations

• Develops and communicates guest itineraries internally and externally.
• Ensures all guests requests are executed flawlessly and guest experience is frictionless.

Systems & Processes:

• Maintains immaculate guest dossiers across all systems.
• Ensures guest knowledge is shared and kept in Empower.
• Leverage Empower to document client interactions in detail.

Leadership:

• Acts as Wynn brand ambassador in the community.

Culture:

• Ensure all guests and employee interactions are in accordance with Forbes 5-Star standards.
• Actively promotes and uses the Company’s Core Values to lead by example.

Behaviors & Skills:

Guest-centric and relationship-driven. Intense curiosity to understand the unspoken guest needs. Inquisitive with attention to detail to execute. Empathetic to guests expressed and unexpressed needs and wants. Always one step ahead. Excellent verbal and written communication skills. Relentless in follow-up. Can deal with complexity and volume of requests. Must be flexible regarding schedule with the ability to work varied days and times.

Measures of Success:

Guest feedback, NPS scores, Financial Performance, Guest Dossiers Management.

Qualifications

A college education is preferred. Minimum of 2 years of luxury brand experience focusing on HNW clientele. Extensive knowledge of Property Management systems such as Salesforce, Patron, Opera, HotSoS, Alice, Seven Rooms, and MS Office. Outstanding written and verbal communication skills. Must be flexible regarding schedule with the ability to work varied days and times.

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