Senior Operations Manager- Retail Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 10/13/2021

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 Senior Operations Manager- Retail will manage the daily operations of the Retail Department. Responsibilities include but are 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. This position will be accountable for the daily operation, guest satisfaction, and team member satisfaction.



  • Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
  • Manage the execution of 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.
  • Responsible for the selection and purchase of products for resale within the EBH stores considering sales trends, supply chain and customer needs as outlined in annual department and store plans.
  • Selects merchandise for orders, places orders, and stays involved in inventory distribution. Reviews success of previous orders to determine extent to which inventory should be replenished.
  • Responsible for gross margin performance and turn of merchandise.
  • Partners with upper management to ensure merchandise is meeting the needs of customer’s requests. Follow competitor promotions, trends, and social media to ensure that we are being competitive with our market.
  • Researches new trends or advances in product lines to make appropriate buying decisions in conjunction with the planning team. Work closely with Planner to build auto replenishment, store assortment models on a seasonal and ongoing basis.
  • Negotiate up front discounts and shipping discounts with vendors.
  • Regularly review store performance by vendor and manage inventory levels. Work with vendors to schedule store product knowledge trainings and contests.
  • Responsible for merchandising standards for new product and continually evaluate product performance and schedule product shifts accordingly. Work with store management and associates/cashiers to provide product information and key selling points.
  • Develops, monitors and achieves all short and long-term financial goals and objectives including sales, gross margin, inventory turn and profitability.
  • Manages and conducts periodic inventories of merchandise and equipment in accordance with prescribed schedules.
  • Assists in training Retail new hires on departmental policy/procedure and Forbes standards.
  • 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 all team members within the department and with other departments as appropriate.
  • Responsible for hiring, performance management, and employee engagement within the department. Provides training opportunities, constructive and positive feedback at all levels.  Creates a motivating environment.
  • Effectively manages internal and external guest relations, some of 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 members, with all Encore contractors, and in all interactions within the Host and Surrounding communities, as an ambassador of the Encore brand.
  • Manages entire shipping and receiving process including acting to resolve receiving issues
  • Ensures timely movement of merchandise while adhering to all procedures and guidelines, including but not limited to transfers, RTV’s and damages
  • Oversees annual inventory process, monitors weekly floor counts, monthly cycle counts and maintains daily reconciliation of stock discrepancies
  • Participate in the execution of 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.
  • Manage all POS functions to both support the sales team and ensure store compliance
  • Works on special projects as assigned by executive management
  • Ensures the organization and efficient operation of back of house and front of house.
  • Develop and share ideas to increase efficiency and reduce costs
  • After sales – Manage workflow of the entire repair process
  • Identify opportunity for business process improvements and efficiencies and communicate innovative ideas to Store Manager
  • Support all key business initiatives and strategies and adhere to all company policies and procedures
  • Supply Ordering – all store, office, and shipping supplies
  • Partner with the stores for maintenance needs, outside vendor interaction, including leased tenants.
  • Ensures stores are maintained to company standard and all issues are addressed in a timely manner
  • Work with outside vendors for needs and support special events
  • Liaise with cross functional departments such as IT, Finance, Loss Prevention, as needed to ensure overall functionality
  • Execute daily tasks such as order fulfillment, shipping, receiving, replenishment, monitor and reconcile merchandise
  • Establish productivity and quality standards.
  • Actively delegate the daily workload to ensure all required daily activities can be completed
  • Performs any other job-related duties as assigned.
  • Fields telephone calls using professional phone etiquette, receives and assists visitors, uses word processing, creates spreadsheets and presentations, files, and faxes.
  • Coordinates between departments and operating units in resolving day-to-day administrative and operational problems.
  • 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 required. Bachelor’s Degree in a related field or equivalent experience preferred.

Minimum 5 years of Operations experience required, 3 years in a leadership role preferred.

Requires strong computer skills and proficiency in Microsoft Office, Excel, PowerPoint

Candidate must have experience with planning and project management.

Must possess outstanding organizational, interpersonal, and administrative 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. 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 various reports and create 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 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 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.

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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