Director In-Room Dining & Villa Services Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 11/17/2018

Job Snapshot

Job Description

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 Director – In Room Dining/Villa Services will oversee all aspects of our In Room Dining and Villa Services Department.  Will coordinate with all Divisions (Hotel, Casino, Food and Beverage, Retail, and General Administration) to ensure the daily execution of In-Room Dining & Villa Services are being met to exceed the satisfaction of all, to include, the most elite casino clientele. To maintain the highest level of service standards within the department, the Director should be knowledgeable of all job responsibilities of each position and have full knowledge of all products and services provided within the resort.  The Director will be responsible for hiring the In-Room Dining and Villa Services team, providing an extremely high level of guest service commensurate with Forbes Five Star or other third-party service standard requirements, and coordinating with kitchen staff to ensure smooth operations.  Responsibilities include but are not limited to: creating and implementing the In-Room Dining/Villa Services strategy and ensuring alignment with overall Encore Boston Harbor strategy; maximizing opportunities for departmental and company success; maintaining all Encore Boston Harbor Standards; and responsible for effectively managing many personality types while implementing and maintaining a calm environment when under pressure 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.
  • care about everyone and everything
  • show never ending attention to detail
  • take responsibility; don't leave it to others
  • always strive to be better
  • Implements 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.
  • Held accountable for departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
  • Oversees 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.
  • Administers departmental operating budget and financial controls. Responsible for financial planning, forecast, labor, and payroll for areas of responsibility.
  • Ensures department delivers and maintains a maximum level of property-wide service and satisfaction.
  • Conducts regular one-on-ones and meetings with the management team to gauge staff satisfaction, address any questions or concerns, as well as communicate and implement new processes.
  • Facilitates communication throughout the property by organizing and presiding over regularly scheduled meetings with team members within the department and with other departments as appropriate to ensure property wide communication.
  • Oversees all hiring, scheduling, performance management, and employee engagement within the department. Provides training opportunities, constructive and positive feedback to team members within area of responsibility.  Creates a motivating environment.
  • Keeps informed of all new developments within the department and makes recommendations designed to maximize department and company success.
  • Understands and is well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
  • 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 member, with all Encore contractors, and in all interactions within the Host and Surrounding communities as an ambassador of the Encore brand.
  • Implements programs of internal evaluation of service standards and timing.
  • Works closely with Executive Director of Food & Beverage to ensure quality of tabletop is maintained.
  • Trains and motivates the Sales Agent team, encouraging techniques for upselling and revenue generation.
  • Works with other Hotel and Casino divisions to ensure that amenity needs are being met. When appropriate innovates and creates new amenities.
  • Responsible for providing an extremely high level of guest service commensurate with Forbes Five Star or other third party service rating requirements.
  • Coordinates with kitchen staff to ensure smooth operation of IRD.
  • When appropriate, personally handles and oversees all VIP rooms.
  • 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: 

  • Bachelor’s Degree in hotel and restaurant management or a related field; or equivalent experience required.
  • Minimum 8 years of operational food and beverage experience required, with a preference for In Room Dining, 5 years in a leadership role preferred. Extensive sanitation and culinary knowledge preferred.
  • Requires strong computer skills and proficiency in Microsoft Office.
  • Candidate must have experience with planning and project management.
  • Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
  • Knowledge of union as well as non-union working environments preferred.

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 create 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 kitchen 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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