Service Host - Far East Marketing (Overnight Shift)

The Host – Far East provide comprehensive service support and assistance to the Far East Marketing team. This position will be an extremely guest-centric role and will be responsible for completing in-person arrival and departure assistance and transactions for our casino guests checking in/out of the hotel.  The Host will assist in booking all hotel, dinner, show/entertainment, property amenities, and any additional requests for our casino guests.

The Host – Far East will constantly strive to exceed guest expectations through gracious and personalized service on behalf of the Far East Marketing team. The ideal candidate for this position will possess inherent guest service skills, a passion for guest care, and a commitment to proactive service and recover as necessary.  Additionally, Hosts are resources for all guest questions and are empowered to assist casino guests when resolving any guest concerns.

Job Responsibilities

• Deliver personal, administrative support to the designated marketing department.
• Work as part of a team to grow the revenue and income managed by the Casino Marketing teams.
• Greet guests on the Casino/Hotel floor when necessary.
• Perform clerical duties such as photocopying, faxing, mailing, filing, and ordering office supplies.
• Answer telephone calls while adhering to proper telephone etiquette.
• Ensure that all guests are assisted in an efficient and courteous manner. Resolve complaints and issues effectively while escalating concerns as appropriate.
• Must be knowledgeable of, and be able to explain, games offered by the casino, current marketing events, promotions and programs along with benefits and privileges of using a Wynn Rewards card.
• Arrange reservations, transportation, and accommodations for guests and input into all appropriate computer systems.
• Use sound judgment and make decisions in accordance with established comp and expense guidelines.
• Confirm all room bookings, restaurant reservations, credit lines, and any preparation required for guest arrivals.
• Handle confidential files, materials, correspondence, and related documents.
• Assist with player development and casino events. 
• Perform other related duties as required.

Competencies

• Outstanding customer service and communication skills greeting guests
• Ability to think independently in making real-time decisions to maximize guest service experience
• Highly organized, self-motivated and detail oriented
• Possess sharply honed interpersonal skills, inspire confidence and exude authenticity with regard to both guest and team interactions
• Effective time management skills and ability to perform multiple tasks simultaneously
• Intermediate to advanced proficiency in Microsoft 365 Suite, specifically Teams, Outlook, Word, and Excel
• Must always present a well-groomed, professional appearance

Supervisory Responsibility

• This position has no supervisory responsibilities

Work Environment

• This job operates in a fast-paced office and casino environment

Position Type/Expected Work Hours

• This is a full-time position. This is an overnight shift position - Thursday - Monday 2:00 AM - 10:00 AM with Tuesdays and Wednesdays off.

Qualifications

• High school diploma required
• Additional education or related sales and marketing training preferred
• A minimum of three (3) years of previous experience in casino, hospitality, telemarketing or other customer service environment

Language Skills

• Fluency in Mandarin or Cantonese and English required. Ability to read, analyze, and interpret documents, such as policy and procedure manuals, instructions, emails and other related documents. Ability to respond to common inquiries from other employees or guests. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and group situations.

Age, Certifications and Work Cards

• 21 years of age or above.
• A valid Nevada Gaming License and Alcohol Awareness Card are required and must be obtained before entering this position.

Other Duties

This job description is not designed to contain an all-inclusive list of duties or responsibilities that are required of the employee for this position. These may change at any time with or without notice.

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.