Assistant Manager - Guest Service - Zero Bond at Wynn Las Vegas

Job Description

The Guest Experience Assistant Manager at Zero Bond Las Vegas is responsible for ensuring a seamless & personalized arrival experience for all Zero Bond members and guests. This individual will lead the Host team, oversee all reception operations, reservations and general inquiries and ensure operational success and the highest standard of service.  The ideal candidate is a natural leader with strategic oversight and hands-on engagement, ensuring that every guest interaction reflects the club's commitment to luxury and discretion.

Key Responsibilities:

• Oversee daily front desk responsibilities including member check-ins, guest list management, reservations, and general inquiries.
• Resolve member challenges and special requests within limits of authority and empowerment in a timely manner by coordinating with upper management or membership team.
• Actively promote and use Zero Bond & Wynn’s core values to lead by example when interacting with members and guests.
• Maintain and enforce club policies, ensuring a smooth and professional front desk environment.
• Provide regular training, coaching, and performance feedback to Host team members.
• Handle guest complaints, feedback, or sensitive service issues with discretion and urgency.
• Collaborate with all departments (events, membership & operations) to facilitate VIP visits, event check-ins & daily club activities.
• Assist in the recruitment and interview process for host team; conduct initial screening of all possible candidates
• Accurately complete checklists and reports associated with specific shifts and pass down appropriate information.
• Optimize front desk workflows and SOPs to improve efficiency and service standards.
• Maintain a consistent and visible presence at the front desk and on the floor; lead by example in service delivery and team morale.
• Track guest feedback and service insights to inform the General Manager.
• Ensure opening/closing checklists, health codes, SOPs, and safety protocols are adhered to daily.
• Ensure reception areas are consistently organized, well-presented, and aligned with the brand’s luxury aesthetic.
• Monitor and correct performance of employees; Coach/Counsel employees as needed; Issue Disciplinary

Qualifications

• Minimum of 2 years of experience in front desk operations, hospitality, or luxury service environments.
• Strong leadership and team management skills with an ability to motivate and develop staff.
• Excellent communication and problem-solving abilities.
• High level of professionalism, discretion, and attention to detail.
• Proficiency in reservation and membership management systems. Experience with SevenRoom and PeopleVine is a plus.
• Ability to multitask and thrive in a fast-paced, high-touch service setting.
• Must be able to obtain and maintain any required work cards or licenses as mandated by Clark County or the State of Nevada.

Physical Requirements & Benefits

• Must be able to stand and remain on feet for extended periods (up to 10 hours).
• Must be able to lift up to 25 pounds on occasion.
• Requires the ability to move quickly throughout multiple club spaces.
• May be exposed to varying indoor and outdoor environmental conditions.
• Smoke environment

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 confidential according to EEO guidelines.