Job Description

The Customer Experience Specialist is responsible for providing professional and courteous service to every guest while effectively communicating through multiple methods of correspondence to ensure guest satisfaction.

Essential Job Duties & Responsibilities:

Guest Correspondence

Demonstrate empathy through written correspondenceRespond on public facing review sites such as Google and TripAdvisorEffectively work with internal departments and external guests, some of whom will require levels of patience, tact and diplomacy.Analyze situations and make decisions within empowerment to resolve issues and recover inconvenienced guestsAnswer guest phone callsAssist guests with reserving room, restaurant, show and spa reservations along with any other special requests

System Management / Data Input

Learn and master multiple software systems such as Opera, HotSOS and MedalliaMaintain detailed notes on guest casesAccurately log and record guest information within property CRM platformCreation / distribution of CX reports

Other

Maintain comprehensive knowledge of Wynn & Encore property amenities, services and events

Behaviors

Extremely guest-centric.Natural problem-solverEmpathetic and attentive to guests’ needsDetail oriented and curiousEffectively work in stressful, high-pressure situationsWorks well with othersPossess a positive, “whatever it takes” attitudeOpen-minded and willingness to learn new processes, concepts, and ways of approaching analysis

Works Well With

Guests, Immediate Coworkers, Internal Operational Departments

Measurements of Success

Daily task completion / meet deadlinesTimely guest resolutionProduces excellent quality of workSuccessful return guest visits

QualificationsMust have a minimum of two (2) years’ of experience in the hospitality industryProficient in using Opera, HotSOS & MedalliaOutstanding customer service skillsAbility to solve problems involving guests and operational issuesExcellent written and verbal communication skillsAbility to manage multiple priorities simultaneously and meets deadlinesOutstanding organizational, interpersonal, and administrative skillsExcellent attention to detailMust be disciplined to work without constant guidance and supervisionHigh school diploma requiredMust be 21 years of age or older

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.