Director of Banquet Operations Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 3/25/2020

Job Snapshot

Job Description

Encore Boston Harbor is a luxury global destination gaming resort that features 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor, ultra-premium spa, luxury retail, high-end dining, and state-of-the-art ballroom and meeting spaces. At a total cost of $2.6 billion, it is the largest private single-phase development in the history of the Commonwealth.  Situated on the waterfront along the Mystic River and connected to Boston Harbor, Encore Boston Harbor includes a six-acre park along the water that features a harbor walk, an events lawn, public viewing areas, ornate floral displays and retail and dining experiences that overlook the Encore Harbor Walk. 

The Encore Boston Harbor Director – Catering & Banquets Service will oversee operations of all events booked through Catering & Convention Services, Special Events or in conjunction with Food & Beverage, Hotel, Gaming or Retail divisions. The Director of Catering & Banquets Service is responsible for staffing forecasting, monitoring the financial and day to day operation of the department emphasizing cost control and operational efficiency. This position is responsible for evaluating and meeting staffing and management needs, training team members and upholding Encore hospitality standards at all times. The Director assists and supports the management team in banquet operations providing necessary financial information to support effective decision making and efficient operations. Responsibilities include, but are not limited to; implementing strategy and ensuring alignment with overall Encore Boston Harbor goals; maximizing opportunities for departmental and company success; maintaining all Encore Standards; and ensuring excellent guest and team member experience. This position will be accountable for the financial performance, daily operation, guest satisfaction, and team member satisfaction for banquet operations.



  • Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
  • care about everyone and everything
  • show never ending attention to detail
  • take responsibility; don't leave it to others
  • always strive to be better
  • Implements short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement. Identifies key drivers of success.
  • Held accountable for departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
  • Oversees the performance of team members under his/her area of responsibility.
  • Monitors all activities of the department to ensure that all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced.
  • Administers departmental operating budget and financial controls. Responsible for financial planning, forecast, labor, and payroll for areas of responsibility.
  • Ensures department delivers and maintains a maximum level of property-wide service and satisfaction.
  • Facilitates communication throughout the property by organizing and presiding over regularly scheduled meetings with team members within the department and with other departments as appropriate to ensure property wide communication.
  • Oversees all hiring, performance management, and employee engagement within the department. Provides training opportunities, constructive and positive feedback to team members within area of responsibility.  Creates a motivating environment.
  • Keeps informed of all new developments within the department and makes recommendations designed to maximize department and company success.
  • Effectively manages internal and external guest relations, which may require levels of patience, tact and diplomacy. Responsible for addressing guest and team member issues as appropriate.
  • Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
  • Must have the ability to promote positive, fair, and ethical relations with all team member, with all Encore contractors, and in all interactions within the Host and Surrounding communities as an ambassador of the Encore brand.
  • Responsible for interviewing and selecting new candidates for managerial roles.
  • Leads the panel interview process for all Front of House hourly positions in banquet operations.
  • Conducts weekly meetings and enforces company policies and initiatives.
  • Conduct effective shift briefings ensuring all staff are aware of service flow, VIP guests, and other special arrangements as set forth in the Catering Event Order.
  • Participates in establishing division business plan by identifying areas of increased efficiency, opportunities to drive revenue and increase service standards.
  • Ensure staff are diligent in their setup and breakdown procedures and that the facility is always correctly prepared.
  • Check environmental elements including sound, lighting and temperatures are always correctly set.
  • Resolves guest’s complaints and team member difficulties.
  • Effectively interfaces with the Catering Sales Team to offer support and guidance in the pre-planning and successful execution of group functions.
  • Controls purchases and inventory by reviewing and evaluating usage reports; analyzing variances; taking corrective actions.
  • Effectively manages and controls inventory and purchasing of pre-packaged items in dry or refrigerated storage areas.
  • Works closely with the Director of Beverage & Cocktails and the Director of Wine to ensure philosophy and execution of these programs is aligned.
  • Works with the Food & Beverage Training Manager to ensure all ongoing Training Certifications are upheld and the division is compliant with all departmental standards.
  • Direct and oversees Banquet Stewarding & Setup Operations for effective daily operation.
  • Spends time meeting and greeting VIP guests when they are on-property.
  • Spends time off-property working on business development and brand loyalty.
  • Leads the employee engagement push and community outreach opportunities.
  • Acts as a liaison with Resort Executives for all special events.
  • Works with safety as a priority, and follows department and company safety standards.
  • Maintains relevant knowledge of industry through continuing education and training.
  • Performs any other job-related duties as assigned.

Job Requirements

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Age, Gaming and Certifications:

21 years of age or above.

Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

Must be able to obtain and maintain any licensing or active work cards required, including but not limited to an alcohol awareness card.

Education and/or Experience: 

Bachelor’s Degree in hotel and restaurant management or in a related field; or equivalent experience required.

Minimum 8 years of full-service restaurant or group dining experience, 5 years in a leadership role with financial responsibility required.

Requires strong computer skills and proficiency in Delphi, Meeting Matrix, POS Systems, Purchasing Software, Warehouse Requisition Software, Time-Keeping Software, Microsoft Office & Human Resources Workflow Software. Candidate must have experience with planning and project management.

Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.

Knowledge of union as well as non-union working environments preferred.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents.  Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and group situations.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and maintains reports upon request.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least thirty (30) pounds, and varied instances of standing/walking. 

Work Environment:

The work environment characteristics described here are representative of those that exists while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • The noise level in the work environment is typically moderate. When on the kitchen or restaurant floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.
  • Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying-schedules to reflect the business needs of the property.
  • Team members may be expected to work outside and may be subject to all weather conditions and subject to varying levels of cold, heat, humidity, precipitation, wind, noise, and vibration. Work may be performed in and or around electrically or mechanically energized equipment. May be required to work in elevated places on ladders, lifts, catwalks, and staging inside and outside of the building. Proper precautions and procedures must be taken including the use of appropriate Personal Protection Equipment (PPE).

In accordance with our host and surrounding community agreements, we will give preference to properly qualified residents of the cities of (1) Everett, (2) Malden, and (3) Boston, Cambridge, Chelsea, Medford, and Somerville.


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