Manager- Front Services

Encore Boston Harbor features 210,000 square-feet of gaming space including more than 3,000 slot machines and 240 table games. Situated on the Mystic River in Everett, Massachusetts, and connected to Boston Harbor, Encore Boston Harbor boasts 671 spacious hotel rooms, a spa, salon and fitness center, specialty retail shops, 15 dining and lounge venues and more than 50,000 square feet of ballroom and meeting spaces. The grounds feature a six-acre Harborwalk with pedestrian and bicycle paths that provide access to the waterfront, an event lawn, public art and ornate floral displays. It is the largest private, single-phase development in the history of the Commonwealth of Massachusetts.

Job Description

Salary Pay: $69,000- $74,000

The Encore Boston Harbor Front Service Manager is responsible for managing the operations of the Valet Service, Bell & Door operations, Lost & Found, Business Center, & Office Services operations. These operations include but are not limited to: Valet parking operations, and Bell and Door; Guest Arrival and Greeting; Guest Luggage Storage and Delivery; Loading and Unloading of Taxis, Rideshare, and Shuttles; Room Deliveries; Coat Room; and Guest Shoeshine, packaging and shipping, records control, and maintaining Lost & Found inventory. This position will be fully accountable for the financial performance, daily operation, guest satisfaction, and employee satisfaction as it relates to these operations. This includes but is not limited to; the management of the department strategy and ensuring alignment with overall Encore Boston Harbor 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.
• Manages 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.
• Manages the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures, records and reports.
• Manages 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. 
• Ensures 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 team members within the department and with other departments as appropriate to ensure property wide communication.
• Responsible for hiring, 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.
• Effectively manages internal and external guest relations, 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.
• Greet guests and inform them of property amenities, services, and hours of operation, and local areas of interest and activities.
• Open doors and assist guests/visitors entering and leaving property.
• Oversee and assist with luggage storage and retrieval.
• Oversees and assists with transport of guest luggage to and from guest rooms and/or designated bell area.
• Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage.
• Supply guests with directions.
• Arrange transportation (e.g., taxi cab, shuttle bus) for guests/visitors, and record advance transportation request as needed.
• Dispatch bell staff or valet staff as needed.
• Communicate parking procedures to guests/visitors.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Oversees Lost & Found area and team members, maintains inventory, ensuring items are claimed, scanned, or mailed out in a timely manner.
• Arrange pickup date and time with vendor for boxes being sent to offsite storage.
• Supports team members with internal business services needs including mail, printing, faxing, etc.
• Attends all relevant convention & group preparation meetings so Business Center & Offices Services team are accurately informed and prepared for all group needs.
• 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.
• Manage proper parking, security, cash control and customer service procedures are being followed by all employees.
• Manage the flow of traffic on our driveway and under the porte-cochere to ensure efficient guest service, safety and organization.
• Manage Valet Booth cashier operations.
• Manage special events or functions as they relate to the Valet and/or Bell & Door operation in order to ensure efficiently.
• Support in the management of employee relations with clients to ensure that complaints, disagreements or misunderstandings about rates or services are resolved diplomatically.
• Exhibits a professional demeanor and willingness to assist all guests whenever possible.
• Responds to and resolve guest complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.

Qualifications

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.

Must have a Massachusetts driver’s license.

Education and/or Experience:

High School Degree or equivalent required. Bachelor’s Degree in hospitality or related field or equivalent experience preferred.

Minimum 5 years of Bell/Door or Valet experience required, 3 years in a leadership role preferred.

Requires strong computer skills and working knowledge of 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 work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to decipher reports and maintain reports on 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 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.
• Team members may be expected to work outside and may be subject to all weather conditions and subject to varying levels of cold, heat, humidity, precipitation, wind, noise, and vibration. Work may be performed in and or around electrically or mechanically energized equipment. May be required to work in elevated places on ladders, lifts, catwalks, and staging inside and outside of the building. Proper precautions and procedures must be taken including the use of appropriate Personal Protection Equipment (PPE).

Additional Information

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.