EPS Production Manager (Convention Services A/V) Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 11/16/2022

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 Production Manager will manage the daily operations of the EPS Department. This leadership position manages tailored service to each of our clients; from purchase orders, timelines, strong professional demeanor and quick responses. This includes, but is not limited to; the management of the department strategy and ensuring alignment with overall Encore Boston Harbor strategy; maximizing opportunities for departmental and company success; maintaining all Encore Standards: and ensuring excellent guest and team member experience. In addition, you will be expected to attend ongoing Management Training courses and abide by all policies and procedures set forth by the Encore Boston Harbor.



  • Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
  • Manages 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.
  • Manages the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
  • Manages 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.
  • 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.
  • Assists in 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 will 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.
  • Encore Tracks hours of daily resort staff and production crew
  • Calls for effective management of client resort budgets.
  • Manages the overall revenue production for business within EPS.
  • Maintains projects in internal project management software.
  • Creates proposals and estimates for exhibits or corporate environments along with show services (as required) to help outline the options and pricing during the decision making process in a timely fashion
  • Creates sales orders for exhibits or corporate environments along with show services (as required) in order to provide clarity for final designs, finishes, services and overall project expectations.
  • Identify and capture opportunities for upselling and enhancing the production value of programs.
  • Creates and manages project timelines in order to meet strict deadlines.
  • Leads Pre-Detail meetings to review project timelines and client expectations.
  • Creates Vendor Purchase Orders for all components required for project.
  • Creates and issues change orders as required with additional sales orders to clients.
  • Communicates with and provides support to production throughout the project.
  • Partners with Account Executive/Account Manager to approve pre-show staging of project.
  • Leads Pre-Shift meeting and partners warehouse to coordinate shipping.
  • Leads Pre-Show meetings with Install & Dismantle teams (I&D) to review show service requirements, exhibit assembly instructions and client expectations.
  • Oversees the set-up, operation, and strike of assigned events through established policies and procedure at service levels.
  • Track hours daily of staff for all assigned events.
  • Serves as on call for any show site requests, questions or troubleshooting.
  • Leads Post-Show meetings to address any return inspection damage or loss issues.
  • Creates final sales orders for additional billing of show services, damage or loss
  • Partners with accounting department to reconcile all costs in jobs in order to close.
  • Prepares final invoices for guests in timely manner.
  • Works with safety as a priority for guests, staff, and equipment, and follows department and company safety standards and policies
  • Maintains relevant knowledge of industry through continuing education and training.
  • Performs any other job-related duties as assigned.
  • Review executed contracts for assigned programs and events for special instructions or considerations
  • Establish and maintain communication with all stakeholders for events with both internal and external vendors
  • Provide positive feedback, coaching, and enforcing progressive discipline in accordance with company policies and procedures for technical staff when needed.

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.

Education and/or Experience: 

Bachelor’s Degree in business, marketing or a related field; or equivalent experience required.

Minimum 10 years’ experience in a high volume convention facility or production related environment.

Requires strong computer skills and proficiency in Microsoft Office specifically Outlook, Word, Excel, AutoCAD, Vectorworks, File Maker Pro and RentalWorks.

Delphi knowledge is preferred but not a requirement

Must have a thorough knowledge of audio, lighting, and video systems; including staging materials and rigging.

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 work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Ability to define problems, collect data, establish facts, and draw valid conclusions.  Ability to decipher reports and maintain reports on 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 fifty (50) 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 convention 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).

For more information, visit encorebostonharbor.com or follow Encore Boston Harbor on InstagramTwitter and Facebook.


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