Facilities Control Center Manager - Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 11/12/2022

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 Facilities Control Center Manager will be responsible for overseeing a team of dispatchers responsible for receiving, and relaying information, instructions, and service request/work orders to facilities team under standard and emergency conditions. The Manager responsible for managing day-to-day operations inside the facilities command center requiring 24/7/365 supervision of 11 direct reports. The Manager will receive, record, and report on information regarding work performed, work in progress and requests for assistance. This position responds to all inbound communication in the Facilities Control Center (FCC), serving as a primary point of contact for the local public safety issues.  Responsibilities include, but are not limited to: maintaining processes, scheduling, preventative maintenance and supporting department team members and maximizing opportunities for departmental success; maintaining all Encore Standards; and ensuring excellent guest and team member experience. 


  • Interfaces with asset & incident management software such as MAXIMO; ensures incidents are properly recorded.
  • Regularly authors incident reports, weather reports, email notifications, impact statements, and daily shift reports.
  • Authors day to day post orders, policies, and operational procedures, including training and routine exercises.
  • Offer continuous training for employee development and establish efficiency to support Engineering, PAD and Horticulture.
  • This position requires an understanding of incident response, property and facility management, operations management, customer service, and fire life safety.
  • This position is tasked with leading multiple sub-teams to execute daily property operations functions while overseeing the high-volume stakeholder communication plan.
  • This position is responsible for overseeing the timely identification, deployment, sustainment, and recovery of operational resources for emergency & operational requirements and special event support.
  • Additionally, the FCC Manager will be responsible for managing quality controls to ensure communication requirements meet quality standards, using performance metrics for trends analysis and presentation
  • Maintains memoranda, records, and files, including division activity records, labor logs, work orders, inventories, monthly activity reports, fire hydrant reports and permits, and necessary FCC records.
  • Maintains relevant knowledge of industry through continuing education and training.
  • Reviews and distributes service requests
  • Updates on the status of work-in-progress and to have orders dispatched for turn-ons, shut-offs, emergencies, and other repairs, checks orders for completeness and accuracy
  • Oversees calls from internal departments and guests regarding emergency turn-ons, shut offs, no water or low-pressure complaints and other repairs, hazardous conditions, and emergencies; prioritizes requests for action; answers customer inquiries.
  • Oversees communication property maintenance needs through radio, phone, and other means to facilities team leads. Oversees team of dispatchers to carry out communication. Responds to requests and needs from Leads, Managers, and technicians.
  • Schedule and oversee interviews and selection process for any open positions
  • Schedules inspections for pipe installation, pressure tests, certificates of occupancy, health samples and fire hydrant installations
  • Schedules meter readers, turn-ons, shut-offs, meter box replacements, meter repairs, meter locations and inspection appointments.
  • Notifies police, fire department and other departments, agencies and/or utilities of emergencies involving their areas of responsibility.
  • Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
  • Participates in 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.
  • Actively contributes to the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures, records, and reports.
  • Verifies that all applicable internal policies, federal and state laws, rules, regulations, and controls property wide are enforced within the department.
  • Delivers and maintains a maximum level of property-wide service and satisfaction.
  • Contributes to company-wide communication and best practices.
  • Assists in providing training opportunities for team members.
  • Keeps informed of all new developments within the department.
  • 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 members, with all Encore contractors, and in all interactions within the Host and Surrounding Communities, as an ambassador of the Encore brand.
  • Works with safety as a priority and follows department and company safety standards.
  • 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.

Valid Massachusetts Driver License Preferred.

Education and/or Experience: 

High school or equivalent degree required.
Minimum of 7-10 years of office, administrative, customer service or related experience preferred.
Requires general computer skills and basic knowledge of Microsoft Office.
Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
Knowledge of basic hand and power tools and testing equipment and materials preferred.
Fluent knowledge of chemicals, SDS personal protection equipment, sanitation, and OSHA guidelines preferred.
Knowledge of Fire Prevention and Protection code required
Knowledge of standard radio communication and etiquette required.

Knowledge of any CMMS


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 maintain 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 regularly required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl. The team member is required to detecting abnormalities in the operation of equipment using sight, sound and smell.

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 exist 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 loud. When on the casino, kitchen, or property floor or some back of house areas, the noise level increases too 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.
  • For more information, visit encorebostonharbor.com or follow Encore Boston Harbor on InstagramTwitter and Facebook.


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