Senior Executive Host – Domestic Marketing Encore Boston Harbor in Everett, MA at Wynn Careers

Date Posted: 11/15/2018

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 Executive Host- Domestic Marketing is responsible for developing and coordinating programs to attract premium and high-limit players and host such guests to ensure guest satisfaction and repeat visits.  Work requires superior communication skills and judgment, as position is called upon to interact frequently and develop relationships with high-limit customers, and make discretionary business decisions.  Responsibilities include, but are not limited to: implementing the department strategy; maximizing opportunities for departmental and company success; maintaining all Encore 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; effects changes required for improvement. Identifies key drivers of success.
  • Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
  • Verifies that all applicable internal policies, federal and state laws, rules, regulations and property-wide controls are enforced within the department.
  • Delivers and maintains a maximum level of service.
  • Contributes to company-wide communication and best practices.
  • Keeps informed of all new developments within the department.
  • Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
  • Work with database marketing, promotions & event departments to develop and implement strategies and programs to cultivate the market for new and existing high-limit casino guests.
  • Monitor existing high-limit guest programs and develop knowledge of customer betting habits, credit situation, and levels of participation in order to manage programs to ensure maximum profit margins, adequate play levels, and appropriate cost control.
  • Host high-limit guests and accommodates their needs within program guidelines to ensure guest satisfaction and encourage return visits.
  • Award customer complimentaries based on gaming action and program guidelines.
  • Coordinate, set up, and confirm guest rooms, meals, and gaming reservations.
  • Assists guests with questions and special requests to ensure coordination of guest needs to provide for their maximum convenience and comfort.
  • Organize special functions (parties, tournaments, etc.) and participates in telemarketing efforts to invite customers to special events, individual visits, and/or obtain feedback on customer satisfaction.
  • Meet and/or exceed the goals established to grow new high worth business,generate more play/visits from current database and reactivate lapsed customers.
  • Utilizes CMS tracking for all player contacts, profile preferences, and tasks
  • Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs. Ensures customer service standards are followed by all team members and addresses issues as they arise.
  • Establishes a direct line of communication with all service departments for the purpose of caring for high value players.
  • Authorizes credit and complimentaries in accordance with guidelines and policies.
  • 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.
  • Maintains the confidentiality of player information including but not limited to personal information such as name, address, contact information, level of play, wins, losses, number of visits, etc.

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.  College degree preferred. Hospitality, Casino or VIP Services experience required.  

Minimum 5 years of experience required.

Computer skills and knowledge of Microsoft Office required.  Experience with casino or sales CRM strongly preferred..

Outstanding organizational and interpersonal 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. Conversational English required.  Ability to write instructions.  Ability to effectively present information.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports 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 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 casino 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.
  • Reliable, consistent, and punctual attendance is required.

 

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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