Sr. Manager - PAD Operations - Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 11/1/2021

Job Snapshot

Job Description

About Encore Boston Harbor  

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. 


Job Summary:

The Senior Manager - Operations is responsible for assisting the Director in overseeing the operations functions of the department to ensure cleanliness of all public areas as well as providing the leadership to enhance employee engagement and guest satisfaction and will work alongside and support the Sr. Manager – Admin to solve department issues.   


Job Responsibilities:

  • Oversees daily operations in the Public Area Department.
  • Responsible for maintaining the EBH standards of service to guests and coworkers at all times.
  • Ensures the EBH standards of cleanliness and appearance for all public areas, which include but not limited to; restrooms, casino areas, meeting rooms, restaurants, retail areas, restaurants, back of house areas and exterior areas of the
  • Works with safety as a priority and follows department and company safety standards.
  • Knows and adheres to EBH policies and procedures, embrace company culture and take pride in the resort and amenities.
  • Understands and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
  • Attends required training classes and incorporates new standards, service knowledge and safety into daily work practices.
  • Look for opportunities to assist peers, guests, other departments or leaders at all times.
  • Solution oriented, avoiding conflict and gossip, stays on task and promotes teamwork.
  • Awareness of guest experience at all times, smiles and makes eye contact, communicates professionally.
  • Responsible for managing all levels of staff including managers, assistant managers and line level employees.
  • Responsible for effectively managing a diverse team with many personality types. Implements a calm environment when under pressure.
  • Responsible for providing support to the Director.
  • Assists the Director with financial planning, forecast, labor, warehouse management, supply ordering, and payroll for areas of responsibility.
  • Communicates regularly with Director on budget as well as monitoring and analyzing all opportunities to cut cost and improve warehouse effectiveness.
  • Resolves discrepancies with accounting regarding invoices, packing slips and receiving reports.
  • Manages and oversees the processing of vendor invoices as well as oversees departmental vendor contracts and BPO’s.
  • Communicates with engineer and managers on equipment needs.
  • Oversees departmental vendor contracts and BPO’s.
  • Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
  • Must focus on key drivers of employee engagement and guest satisfaction.
  • Consults regularly with all levels of management within the company and vendors to ensure resort cleanliness and efficiencies.


  • Responsible for assisting with hiring practices within the department. Must have the ability to interview and select excellent staff to create an exceptional service culture.
  • Ensures staff is equipped with all tools to serve the guests’ needs.
  • Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest issues.
  • Responsible for training, conducting employee performance evaluations, and overall development of all staff.
  • Responsible for all inventory, equipment, administrative supplies and any necessary items within the Public Area Department.
  • Must maintain a complete knowledge of industry through continuing education and training.
  • Overall responsibility for employee payroll, vacation and other benefits tracking, and maintenance of applicable certifications.


Job Requirements

  • Requires a minimum of 5 years’ leadership experience, preferably in a large hotel or casino environment. 5 years’ experience in a training / employee relations / education environment.
  • Proven experience in managing multiple priorities simultaneously and meeting deadlines.
  • Must possess excellent communication skills, both verbal and written.
  • Candidate should possess feedback skills at all levels; push back, challenge status quo in and out of the office and strong motivational feedback.
  • Must have problem negotiation, problem solving & decision-making skills.
  • Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
  • Must have knowledge of union as well as non-union working environments.
  • Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
  • Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request.
  • Weekend availability. Schedule for this position is not set.  Must be available to work all shifts including, day, swing and graveyard and be able to flex schedule based on business demands. 
  • Candidate must be able to work efficiently within a team environment.
  • Must be able to work effectively in stressful, high-pressure situations.
  • Must possess a positive, “whatever it takes” attitude.
  • Candidate must be well groomed and professional.
  • Must have an open mind and willingness to learn new processes, concepts, and ways of approaching analysis.
  • Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.
  • Candidate must maintain the highest levels of confidentiality regarding guests and staff.
  • Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.
  • Must be able to satisfactorily communicate English with guests, management, and other associates to their understanding. Additional foreign language a plus.
  • Combination of education equivalent to graduation from high school (High school diploma) or any other combination of education, training and experience that provides the required knowledge, skills and abilities. College degree preferred.
  • Must be 21 years of age or older.

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


  1. Vice President Jobs
  2. General Manager Jobs