Senior Assistant Manager – Private Access & Guest Service Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 11/9/2018

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 Senior Assistant Manager – Private Access & Guest Service is responsible for managing the day to day operations of Private Access and Guest Relations.  This position will be fully accountable for daily operation, guest satisfaction, and employee satisfaction as it relates to these programs. Responsibilities include, but are not limited to: instating the department strategy and supporting the alignment with overall Encore Boston Harbor strategy; maximizing opportunities for departmental 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 for Private Access. 

 

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; effects 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 contractors, and in all interactions within the Host and Surrounding communities, as an ambassador of the Encore brand,
  • Manage Private Access and Guest Relations in compliance with Encore policies, procedures, standards and regulations.
  • Manage Team Member schedules to ensure adequate coverage while managing the department budget.
  • Train and motivate Team Members to have positive and effective guest relations skills.
  • Ensure timely response to guest needs.
  • Resolve guest complaints as appropriate to maintain guest satisfaction.
  • Ensure the highest level of service is provided and maintained for Encore Private Access guests as well as any other VIPs as designated by Property Executives.
  • Provide regular reporting on guest feedback to both individual departments and Sr. management.
  • 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 3 years of guest relations experience, 1 year in a leadership role required.

 

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

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.

CHECK OUT OUR SIMILAR JOBS

  1. Administrative Jobs
  2. Bookkeeper Jobs