Call Center Asst Manager Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 8/29/2018

Job Snapshot

Job Description

Job Title: Call Center Asst Manager Encore Boston Harbor

Location: Encore Boston Harbor

 

Job Description and Responsibilities:

ABOUT ENCORE BOSTON HARBOR
Encore Boston Harbor is a luxury global destination gaming resort that will feature 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 $2.5 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 will include a six-acre park along the water that will feature a harborwalk, an events lawn, public viewing areas, ornate floral displays and retail and dining experiences that overlook the Encore Harbor Walk. 

Encore Boston Harbor is currently under construction with resort opening anticipated June 2019.  Once open, Encore Boston Harbor will employ over 4,000 team members.  We invite you to apply to be a member of the founding Encore Boston Harbor team.

The Encore Boston Harbor Assistant Manager – Call Center will be responsible for assisting with management of Hotel Reservations and PBX (phone line management) at the Integrated Call Center. These operations include, but are not limited to: Room Reservations, Restaurant Reservations, Spa & Salon Reservations, PABX/Guest Services, Special Event Reservations, and Advanced Room and Restaurant Deposits.  The Call Center Assistant Manager will oversee call center team members.  Responsibilities include, but are not limited to: supporting management of the call center strategy; maximizing opportunities for departmental and company success; maintaining all Encore Boston Harbor Standards; and ensuring excellent guest and team member experience.

 

JOB RESPONSIBILITIES:  

  • Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
  • Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; affects changes required for improvement. Identifies key drivers of success.
  • Assists in the management of day to day activities to maintain departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
  • Assists in the management and 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.
  • Assists management to ensure 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 to ensure property wide communication.
  • Assists in the hiring, performance management, and employee engagement within the department. Provides training opportunities, constructive and positive feedback at all levels.  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, 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 member, with all Encore Resort contractors, and in all interactions within the Host and Surrounding communities, as an ambassador of the Encore brand.
  • Understands and is well versed in the resort, hotel features, and services including all outlets, hours of operation, activities, and events available to guests.
  • Responsible for training Guest Service Attendants and Sales & Marketing Agents.
  • Manages quality control for call center interactions; maintains all call center standards.
  • Manages the daily call center operations.
  • Provides support to Guest Service Attendants and Sales & Marketing Agents.
  • Assists in the hiring, onboarding, training and evaluation of call center team members.
  • Works with safety as a priority, and follows department and company safety standards.
  • Ensures the Encore Boston Harbor standards of cleanliness and appearance for department areas
  • Maintains relevant knowledge of industry through continuing education and training.
  • Performs any other job-related duties as assigned.
  • Responds appropriately maintaining professionalism and follows protocol communicating with leaders, other departments, and guests during life safety procedures.

 

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 3 years of call center experience, 1 year in a leadership role required.

Requires general computer skills, basic knowledge of Microsoft Office required.

Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail with proven experience in managing multiple priorities simultaneously and meeting deadlines.(Like to add mentor)

Knowledge of union as well as non-union working environments preferred.

Prior knowledge of the following systems is preferred:  Opera, AmCom/SPOK, Avaya Unified Communications Solutions, FCS e-Connect and e-Recovery, SpaSoft, Kronos, BirchStreet,  Medallia (Guest Survey), and Sharepoint.

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.  Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and group situations.

Second language a plus.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and create and maintain reports upon request.  Ability to define problems, collect data, establish facts, and draw valid conclusions. 

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 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.

 

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.

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 3 years of call center experience, 1 year in a leadership role required.

Requires general computer skills, basic knowledge of Microsoft Office required.

Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail with proven experience in managing multiple priorities simultaneously and meeting deadlines.(Like to add mentor)

Knowledge of union as well as non-union working environments preferred.

Prior knowledge of the following systems is preferred:  Opera, AmCom/SPOK, Avaya Unified Communications Solutions, FCS e-Connect and e-Recovery, SpaSoft, Kronos, BirchStreet,  Medallia (Guest Survey), and Sharepoint.

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.  Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and group situations.

Second language a plus.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and create and maintain reports upon request.  Ability to define problems, collect data, establish facts, and draw valid conclusions. 

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 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.

 

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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