The Director oversees the daily operations for both Wynn and Encore pools to ensure Wynn Las Vegas standards are maintained by the staff.  In order to maintain the highest level of service standards, the Director should be knowledgeable of all job responsibilities of each position within the department.  This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction.

Job Responsibilities:

Specific tasks include, but are not limited to recruiting, hiring, and training team members; developing training programs and new procedures pertaining to Pool operations; monitoring budgets; controlling costs; and creating and maintaining guest satisfaction.

• Responsible for managing all levels of staff including managers, supervisors and line level staff.
• Works closely with the management team to improve operational efficiencies without compromising the guest experience.
• Conducts regular one-on-ones with the managers, supervisors and line staff in the department to gauge staff satisfaction and address any questions or concerns.
• *Responsible for effectively managing many personality types. Implements a calm environment when under pressure.
• Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest issues.
• Ensures staff is equipped with all tools to serve the guests’ needs.
• Responsible for all inventory, equipment, administrative supplies and any necessary items within the pool.
• Responsible for all hiring practices within the department. Must have the ability to interview and select excellent staff to create an exceptional service culture.  
• Responsible for financial planning, forecast, labor, and payroll for areas of responsibility.
• Overall responsibility for employee payroll, vacation and other benefits tracking, and maintenance of applicable licenses and work cards.
• Responsible for training, conducting employee performance evaluations, and overall development of all staff.
• Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
• Must maintain a complete knowledge of industry through continuing education and training.
• Attends required training classes and incorporates new knowledge gained into daily work practices.
• Must focus on key drivers of employee engagement and guest satisfaction.
• Awareness of guest experience at all times smiles, makes eye contact and communicates professionally.
• Be an active member of the Hotel Division management team.
• Looks for opportunities to assist peers, guests, other departments or leaders at all times.
• Consults regularly with all levels of management within the company to provide constructive feedback to other departments to help enhance the guest experience. 
• Coordinates with all levels of management to maintain the highest level of guest service standards.
• Responsible for the upkeep, maintenance, and cleanliness of all areas of the Wynn & Encore pools.
• Responsible for maintaining the Wynn standards of service to guests and staff at all times in addition to upholding the standards of cleanliness and appearance for all areas.
• Works with safety as a priority and follows department and company safety standards to include health code compliance.
• Knows and adheres to Wynn policies and procedures, embraces company culture and takes pride in the resort and amenities.
• Understands and well-versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
• Performs all other job-related duties as assigned

• Requires a minimum of 3 years’ leadership experience, preferably in the hospitality industry.
• Proven experience in managing multiple priorities simultaneously and meeting deadlines.
• Must possess excellent communication skills, both verbal and written.
• Candidate should possess feedback skills at all levels; ability to push back and challenge status quo in and out of the office as well as give strong motivational feedback.
• Must have problem negotiation, problem solving & decision-making skills.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
• Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
• Prior knowledge of the following systems is preferred: Kronos, MMS/Agilysis, HotSOS, Medallia and Opera.
• Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
• Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request.
• Weekend availability.  Schedule for this position is not set.  Must be available to work all shifts and be able to flex schedule based on business demands.
• Should set the standard for professional demeanor and conduct oneself with integrity and accountability at all times.
• Candidate must be able to work efficiently within a team environment.
• Must be able to work effectively in stressful, high-pressure situations.
• Must possess a positive, “whatever it takes” attitude.
• Candidate must be well groomed and professional.
• Must have an open mind and willingness to learn new processes, concepts, and ways of approaching guest service.
• Must have strong customer service skills.  Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
• Candidate must maintain the highest levels of confidentiality regarding guests and staff.
• Must be able to satisfactorily communicate English with guests, management, and other employees to their understanding.  Additional foreign language a plus.
• Combination of education equivalent to graduation from high school (High school diploma) or any other combination of education, training and experience that provides the required knowledge, skills and abilities. College degree preferred.
• Candidate should also possess basic knowledge of the Las Vegas area and attractions.
• Valid Nevada State Food Handler’s card.
• Valid Alcohol Awareness Card.
• American Red Cross certification in CPR for the Professional Rescuer.
• Lifeguard Training & First Aid.
• 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 confidential according to EEO guidelines.