Customer Service & Support Jobs in Las Vegas, NV (Now Hiring) — 4,239 open — Page 128

The General Manager is responsible for upholding Wynn fine dining standard while providing strategic direction to the outlet’s leadership. Additionally, the GM is responsible for maintaining operational standards and collaborating to support the development of management and hourly employees. The GM ensures seamless execution of services, operational efficiency, and financial performance while maintaining Wynn’s business objectives. This role follows direction from the Wynn executive team to enhance service and the overall guest experience.

KEY RESPONSIBILITIES

Daily Operations:

• Maintain the restaurant’s facility to ensure all areas are visibly immaculate and presentable as design intended.
• Approach daily business and staffing forecasts from an entrepreneurial perspective to create the best-in-class hospitality experience.  
• Manage the restaurant’s labor relations matters compliant with the collective bargaining agreement (CBA). 
• Hold weekly operations meetings for the front of the house and culinary management team to debrief the week’s forecast, priority arrival/VIP list, restaurant events, and other important operational agendas. 
• Ensure that the cost of goods sold is aligned within the budget.
• Direct and manage pre-shift topics to include operational details, VIP reservations, positive employee recognition, and service opportunities. 
• Create a work environment that promotes teamwork, mutual respect, and employee satisfaction. 
• Monitor fiscal budgets and the long-term development of the operation, regarding revenue, costs, hourly labor, and other expenses, in accordance with Wynn Las Vegas Standards. 
• Conduct sales analysis on a regular basis and recommending opportunities to improve menu mix and associated costs. 
• Correct any deviations from service procedures swiftly through on-the-job training, one-on-ones and testing. 
• Establish and maintain positive relationships/rapport with all (internal/external) guests, focusing efforts to exceed guest expectations at every opportunity.
• Populate nightly reports and record daily details of operation for the executive team to review.

Guest Services:

• Create and sustain a service training to establish the best-in-class dining experience.
• Identify and anticipate guests’ needs and expectations, while fulfilling Wynn’s Brand Values.
• Participate in service training along with the venue’s management to achieve target net promoter score (Medallia).
• Act as a visible presence in the restaurant, engaging with guests and ensuring satisfaction.
• Request feedback and gather specific information (cleanliness, food quality, service) concerning the dining experience.
• Be knowledgeable in all aspects of the work environment (hotel, other departments, etc.) to ensure all guest inquiries are handled properly.
• Address all guests’ requests (verbal, online, Medallia, etc.) and handle complaints in a satisfying and timely manner.
• Create and manage the dining time target for various party sizes to maintain ideal pace of dining experience.
• Provide personalized service to media and VIP guests, ensuring all pertinent departments in the operation are aware of these individuals and their notes.

People and Culture:

• Provide supervision, direction, and leadership to the management team/staff to achieve and exceed department goals.
• Delegate tasks equitably among the restaurant management team, while mentoring and introducing different aspects of the operations.
• Develop and share with the team the vision for the venue, customer service goals, and financial objectives.
• Coach, motivate, counsel and evaluate management staff and encourage their participation in decision-making.
• Aid in staff hiring, training, and development for both managers and line-level positions. Create operational manuals and relay proper information to all departments to ensure all employees are on the same page and hold team members accountable for their actions.
• Provide testing (written, verbal, instructional) to all team members to ensure important information is being understood.
• Assess service standards and arrange training sessions and refresher courses for management staff in coordination with the outlet trainer.
• Promote a work environment where employees feel empowered, valued, safe, and respected.

  Company and Department Responsibilities:

• Consistently review, modify, and implement changes to all relevant operational avenues (menus, service, costs) to amplify profitability.
• Continually think of creative ideas to enhance the restaurant’s image, service standards, and revenue streams daily. Interact with other pertinent departments within the hotel to ensure assistance is always provided when needed.
• Attend department and inter-department meetings and share relevant information.
• Encourage good relationships, promote team collaboration, and ensure effective two-way and multicultural communications between all departments.
• Adhere to the company policies and procedures and comply with the Code of Conduct.
• Follow SNHD health and OHSA safety standards, while striving for constant improvement to avoid health and injury hazards for our guests and employees alike.

Competencies and Requirements:

• Experience: Minimum of two years’ experience as a General Manager similar supervisory within a luxury fine dining and/or social dining, high volume restaurant.
• Language Abilities: Fluent in English
• Knowledge: Excellent knowledge of food, beverages, cost control, and reporting (P&L’s).
• Social Media: Instagram savvy and Facebook.
• Licenses: Able to obtain and maintain any licensing or active work cards pertinent to the job, including but not limited to a valid health card, hearing test, or alcohol awareness card.
• Education: Secondary school diploma or above; bachelor’s degree in hospitality management is preferred.
• Computer Skills: Proficient in Microsoft Office, Outlook, POS (Micros), purchasing software, warehouse requisition software, time-keeping software, SevenRooms host system (or relatable host system).
• Physical requirements: Ability to stand long hours at a time.
• Appearance: Maintain a clean and professional appearance including attire, adhering to the Wynn standards.

Remarks:

• Experience with fine dining and/or social dining restaurants food and beverage operations (ideally service, culinary and beverage).
• Experience with pre-openings, planning and project management.
• Passion and knowledge for service, food and beverage.
• Must possess outstanding leadership, organizational, interpersonal and administrative skills, as well as excellent attention to detail with a true focus on the entire guest experience.
• Self-motivated, organized, confident, friendly and polite.
• Team player who responds quickly to demands and thrives in a high-pressure work environment.
• Able to work all shifts and be flexible regarding work schedules according to business demands. 

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.