Lead Butler - Butler Services Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 9/6/2022

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 Lead Butler will be responsible for providing exceptional personalized service to all Suite guests. Responsibilities include, but are not limited to: maintaining all Encore Standards; and ensuring excellent guest and team member experience.  A Butler sets priorities, anticipates needs, and simultaneously manages multiple tasks while being detail orientated and courteous. A Butler proactively seeks new ways to impress our VIP guests, creates solutions to problems, and reacts to requests, comments, or challenges efficiently and according to company standards. A Butler is well-organized and conducts him/herself with integrity and accountability at all times.


  • Adheres to all Encore Boston Harbor core values and property and department standards.
  • Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures.
  • Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
  • Follow all applicable internal policies, federal and state laws, rules, regulations and property-wide controls are followed and enforced within the department.
  • Delivers and maintains a maximum level of service.
  • Contributes to company-wide communication and best practices.
  • Keeps informed of all new developments within the department.
  • Delivers professional service to internal and external guests and team members, which may require levels of patience, tact and diplomacy.
  • Balances multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
  • Responsible for preparing and setting-up arrival for Suites and/or Gaming Salons according to guest or Host preferences.
  • Ensuring all Suite set-ups, inspections, tours, and restocks are completed according to department standards.
  • Greeting and escorting guests to and from their Suite and their preferred destinations.
  • Performing and facilitating all valet services including but not limited to: unpacking/packing luggage, logging laundry and dry cleaning, pressing and steaming and shoe polishing.
  • Arrange all in-room or Spa and Salon services.
  • Responsible for all Food & Beverage services in the Suites and Gaming Salons including: picking-up, delivering, and serving food & beverage orders; bartending; bussing; organizing and coordinating cocktail events or receptions.
  • Coordinates transportation pick-ups or drop-offs and procures off-property guest requests.
  • Arranges all Concierge and Business Service needs including: booking dinner, spa, salon, golf and show reservations; setting up laptop, printer, or Wi-Fi connections; packaging and shipping; photocopy and printing.
  • Must be able to initiate and engage in conversation in a professional and friendly manner while maintaining confidentiality at all times.
  • Actively communicates and assists all supporting departments (Ex: Housekeeping, Engineering, Security, Floral/Horticulture, Sound & Video) to gain entry to the guest rooms as needed and reporting guest issues or requests and following up to ensure completion.
  • Communicates information received from guests, hosts, peers, and management in a clear and professional manner.
  • Maintains the Encore standards of service with guests and co-workers at all times.
  • Looks for opportunities to assist peers, guests, other departments or leaders at all times.
  • Solution-oriented, avoids conflict and gossip, stays on task, and promotes teamwork.
  • Ensures the Encore standards of cleanliness and appearance for all areas and maintains a safe and pristine work environment for all.
  • Understands safety is a priority and always follows department and company safety and health code standards.
  • Knows and adheres to Encore policies and procedures, embraces company culture, and takes pride in the Resort and amenities.
  • Is well-versed in the Resort and Hotel features and services including all outlets, hours of operation, activities, and events available to guests.
  • Attends required meetings and training classes and incorporates knowledge gained into daily work practices.
  • 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.

Education and/or Experience: 

High school degree or equivalent preferred.  Culinary arts, hospitality or related field education or experience preferred.  

Minimum 4 years of Food and Beverage preferable in gourmet fine dining experience required.

Good knowledge of food service, wine, and bartending skills preferred.

Computer skills and knowledge of Microsoft Office, a plus.

Outstanding organizational and interpersonal skills, as well as excellent attention to detail.


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. Conversational English required, second language a plus.  Ability to write instructions.  Ability to effectively present information.

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.

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 property 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.

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


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