Executive Director - Private Access Guest Experience

Job Description

PURPOSE

Enable and empower the Private Access team to deliver the ultimate guest experience. Elevate the Private Access guest experience and all guest journey touchpoints across the organization.

RESPONSIBILITIES

People:

• Provide leadership to motivate and unify the team towards achieving important goals, utilizing efficient processes and fostering a sense of inspiration, empowerment, engagement, and energy.
• Comprehend and eliminate any hindrances to implementing the Private Access plan, such as organizational framework, skillset, values, resources, and so on.

Operations:

• Ensures that the Private Access team provides a seamless arrival stay and departure experience for Private Access guests. This includes ensuring guest profiles are meticulously updated, contacting guests post booking and prior to arrival, setting up the scene in the room, providing a meet and greet at the point of entry, creating personalized itineraries and amenity programs, offering surprises and delights through the stay, ensuring correct billing for seamless departure, making contact during dining, and meeting guests upon departure.
• Ensures that our team interacts with guests in a professional manner, accommodating special requests whenever possible, promptly resolving and escalating guest inconveniences, and assisting with any guest inquiries.
• Ensures every Private Guest is recognized meaningfully tied to past behavior, trip context, or planned itinerary.
• Maintains immaculate guest profiles, evolves, and maximizes utilization of the customer relationship management systems.

Guest Experience:

• Continue to foster strong relationships with Private Access guests, acting as a trusted advisor and strategic partner.
• Support strategic customer experience initiatives and ensure implementation within the Private Access department.
• Continuously strive to enhance Private Access events and create exceptional experiences.
• Identify opportunities for guest-centric experiences throughout the resort and establish protocols to ensure all employees deliver on these opportunities.

Marketing:

• Utilize our retail and local partners to curate exclusive events for the Private Access Community.
• Responsible for sourcing content and managing the timely delivery of the Private Access newsletter.

Financials:

• Manages Private Access P&L.
• Maintenance and evolution of Private Access measures of success.

BEHAVIORS AND SKILLS: Extremely guest-centric. Curious strategic thinker. Excellent communication, interpersonal, and customer service skills. Creative, organized, and detailed oriented. Able to quickly solve problems and remove obstacles. Easily builds relationships with others. Empathetic to guests expressed and unexpressed needs and wants.  Always one step ahead. Excellent verbal and written communication skills.  Relentless in follow-up. Can deal with complexity and volume of requests. Ability to adopt new technology with ease.

Qualifications

• Bachelor's degree required and a Master's degree preferred.
• Minimum of 15 years of luxury industry experience.
• Deep knowledge of HNW clients and their needs.

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.