The Front Office Training Manager is responsible for designing, delivering and evaluating service training programs for the Front Desks and Concierge team at Wynn & Encore Las Vegas.  They report directly to the Executive Director of Front Office and will work closely with Front Desk and Concierge leadership to elevate guest service delivery.  The ideal candidate will possess a passion for hospitality, have a proven track record of training expertise and an unwavering commitment to excellence.Job Responsibilities:Reports to and collaborates with the Executive Director of Front Office Operations.Oversee all facets of Front Office training, including the Resort Tower Front Desks, Tower Suites Front Desks, Concierge and Front Desk Call Center for both Wynn & Encore Las Vegas.Ensure the Wynn standards, Core Values and Behaviors are maintained by Front Office staff. Develop, implement, and continuously improve training programs for Front Desk and Concierge staff to enhance guest service delivery.Conduct gap analyses to identify training priorities for service improvement.Work closely with Front Office leadership to ensure training initiatives support operational goals and brand standards.Collaborate with Wynn Learning and Development department to ensure consistency with companywide initiatives.Facilitate engaging classroom and on-the-job training sessions, incorporating best practices in luxury hospitality and service excellence.Monitor and evaluate training effectiveness through feedback, performance metrics, and guest satisfaction scores, making adjustments as needed.Coach and mentor Front Desk and Concierge staff, fostering a culture of continuous learning, professionalism, and personalized guest service.Create and maintain training materials, manuals, and SOPs tailored to luxury service expectations and departmental needs.Stay current with industry trends, innovations, and guest preferences to incorporate the latest techniques and standards into training programs.Support the onboarding and orientation process for new Front Desk and Concierge employees, ensuring seamless integration and immediate adoption of Wynn culture.Lead by example, consistently demonstrating the highest level of guest service and professionalism.Support and ensure training material deliver Forbes 5-Star accreditation.Collaborate with Guest Experience department to ensure training programs are introduced to address guest feedback.Perform all other job duties as requested.
