ALBERT LEE
Wynn & Encore Las Vegas
Las Vegas,NV
15
years of professional experience
Dynamic hospitality professional with over 12 years of progressive experience in luxury hotel environments, including tenures at Four Seasons, Wynn & Encore, and other Forbes 5-Star properties. Renowned for a strong command of front office operations and effective guest recovery, consistently fostering cross-departmental collaboration and team leadership. A steadfast commitment to delivering personalized and memorable experiences ensures guest expectations are not only met but exceeded, while upholding the highest standards of luxury service. Proven ability to optimize hotel services and enhance guest satisfaction through adept conflict resolution and strategic staff development initiatives.
Work History
Hotel Manager
1 Year 7 Months- Lead resolution of escalated guest service, security, and crisis management incidents, delivering luxury service aligned with Forbes 5-Star and Wynn & Encore brand standards.
- Serve as the primary liaison between guests and resort departments — including Security, Corporate Investigations, Guest Claims, Engineering, and Housekeeping — to manage complex issues involving safety, liability, and property assets.
- Act as Management Representative for the Resort, overseeing major property events, conducting safety inspections and resort walks, and ensuring all risks, damages, and guest incidents are thoroughly documented and resolved.
- Mentor and develop Front Office supervisors and managers in partnership with Hotel and Senior Hotel Manager leadership, promoting Wynn Resorts Core Values and maintaining high operational performance.
- Oversee guest compensation and operational accountability, including documentation in Opera and HotSOS, shift reports and pass-downs, guest feedback and social media review, and special projects assigned by senior leadership.
Front Desk Manager
9 Months- Directed front office operations with an unwavering commitment to service excellence, overseeing daily workflows, guest satisfaction, and department performance.
- Conducted interviews, onboarding, and comprehensive training for front desk staff, fostering seamless interdepartmental communication to anticipate and fulfill guest needs.
- Coordinated all aspects of guest arrivals and departures, managed billing processes, and ensured strict compliance with financial procedures and brand standards.
- Resolved guest complaints across all hotel areas with a proactive, guest-first approach, ensuring every concern was addressed with professionalism and care.
Resort Assistant Manager
1 Year 11 Months- Managed Front Office staff in coordinating arrivals, departures, and billing, ensuring seamless operations in a luxury resort environment.
- Served as the primary point of contact for escalated guest issues, consistently resolving complaints with the highest level of professionalism and hospitality.
- Championed the upsell program, consistently meeting and exceeding monthly upsell targets through effective team coaching and guest engagement.
- Demonstrated mastery of Opera PMS across billing, reservations, room blocking, and overnight procedures.
- Acted as liaison for guest experience and recognition programs, ensuring every guest departure left a lasting, positive impression.
Overnight Manager / Resort Assistant Manager
2 Years 4 Months- Supervised overnight staff and supported the Front Office with daily operations, guest requests, and room blocking to ensure special-attention guests received personalized service.
- Ensured financial and credit compliance, collaborating with Accounting to proactively address and resolve billing discrepancies.
- Facilitated payroll processing, scheduling, and departmental purchasing for the Front Desk and PBX teams.
- Trained and onboarded new Overnight Managers and Resort Assistant Managers on standard operating procedures, checklists, and daily duty requirements.
- Managed guest complaints across all areas of the resort, handling all interactions with professionalism and a commitment to service excellence.
Front Desk Receptionist
1 Year 10 Months- Provided exceptional check-in and check-out experiences, managed reservations, and handled all guest inquiries and requests with efficiency and warmth.
- Completed daily operational checklists including room blocking, guest preference review, and proactive issue resolution.
- Assisted with overnight duties including credit checks, billing adjustments, and preparation of morning shift materials.
Front Desk Representative
1 Year 5 Months- Served as a founding team member for the property opening, contributing to the establishment of front desk standards and culture.
- Handled high-volume guest check-ins and check-outs, reservations, and inquiries while delivering personalized service to create unique guest experiences.
- Participated in the front desk mentor and training program, guiding new agents on operations and customer service best practices.
VIP Guest Services Agent / Concierge / Night Auditor
1 Year 7 Months- Served as a founding team member for the world's first Nobu Hotel, helping shape the property's service standards from inception.
- Delivered bespoke concierge services including restaurant reservations, show tickets, limousine arrangements, nightclub tables, pool cabanas, and helicopter tours.
- Managed all front desk operations and overnight procedures including night audit, data roll, credit checks, and billing adjustments.
Front Desk Agent / Concierge / Night Auditor
7 Months- Managed guest check-in and check-out, front desk phone operations, reservations, and issue resolution within established authority.
- Assisted guests with itineraries and travel arrangements, maintaining a high standard of personalized service.
- Compiled nightly accounting paperwork, executed the night audit, reviewed reservation balances, and prepared materials for the morning shift.
Education
High School Diploma
Skills
Opera PMS proficiency
Skilled in document creation and data analysis using Microsoft tools
Proficient in resolving guest complaints
Quality management
Customer engagement management
Skilled in addressing guest concerns
CORE COMPETENCIES
- Rooms Division Leadership
- Guest Service Recovery & Escalation
- Front Office Operations
- Team Hiring, Training & Development
- Budgeting & Forecasting
- Scheduling & Payroll
- Upsell Program Management
- Forbes 5-Star / AAA Five Diamond Standards
- Crisis & Incident Management
- Opera PMS & HotSOS
- Cross-Departmental Collaboration
- Safety & Risk Management
Languages
English
Korean
Timeline
Hotel Manager
Wynn & Encore Las Vegas
11.2024 - CurrentRead More
Front Desk Manager
Four Seasons Hotel Westlake Village
10.2023 - 07.2024Read More
Resort Assistant Manager
Four Seasons Resort Hualalai
11.2021 - 10.2023Read More
Overnight Manager / Resort Assistant Manager
Four Seasons Resort Scottsdale at Troon North
12.2017 - 04.2020Read More
Front Desk Receptionist
Four Seasons Hotel Las Vegas
02.2016 - 12.2017Read More
Front Desk Representative
SLS Las Vegas Hotel & Casino
08.2014 - 01.2016Read More
VIP Guest Services Agent / Concierge / Night Auditor
Nobu Hotel, Caesar's Palace
12.2012 - 07.2014Read More
Front Desk Agent / Concierge / Night Auditor
Hotel Stanford
06.2011 - 01.2012Read More
Tenafly High School
High School Diploma
Read More