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 correspondence
• Respond on public facing review sites such as Google and TripAdvisor
• Effectively 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 guests
• Answer guest phone calls
• Assist 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 Medallia
• Maintain detailed notes on guest cases
• Accurately log and record guest information within property CRM platform
• Creation / distribution of CX reports

Other

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

Behaviors

• Extremely guest-centric.
  • Natural problem-solver
  • Empathetic and attentive to guests’ needs
  • Detail oriented and curious
  • Effectively work in stressful, high-pressure situations
  • Works well with others
  • Possess a positive, “whatever it takes” attitude
  • Open-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 deadlines
• Timely guest resolution
• Produces excellent quality of work
• Successful return guest visits

• Must have a minimum of two (2) years’ of experience in the hospitality industry
• Proficient in using Opera, HotSOS & Medallia
• Outstanding customer service skills
• Ability to solve problems involving guests and operational issues
• Excellent written and verbal communication skills
• Ability to manage multiple priorities simultaneously and meets deadlines
• Outstanding organizational, interpersonal, and administrative skills
• Excellent attention to detail
• Must be disciplined to work without constant guidance and supervision
• High school diploma required
• Must be 21 years of age or older

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.