ABOUT ENCORE BOSTON HARBOR
Encore Boston Harbor is a luxury global destination gaming
resort that features 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 $2.6 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 includes a six-acre park along
the water that features a harbor walk, an events lawn, public
viewing areas, ornate floral displays and retail and dining
experiences that overlook the Encore Harbor Walk.
The Encore Boston Harbor Manager - Front Office is responsible
for the daily operations of the Front Office, inclusive of the
Resort and Tower Suite. Oversight of these two distinctive areas
includes but is not limited to: Guest Arrivals/Departures, Guest
Folio Review/Service, Front Desk Call Center, Night Audit, Group
Arrivals/Departures, VIP Arrivals/Departures, Private Access
Operations, Guest Relations Operations, Casino Revisions Review,
and VIP Lounge Operations. This position will be fully accountable
for the financial performance, daily operation, guest satisfaction,
and employee satisfaction as it relates to this operation. In order
to maintain the highest level of service standards at Encore Boston
Harbor, the manager should be knowledgeable of all job
responsibilities of each position within the Front Office
operation. Responsibilities include, but are 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. This
position will be accountable for the daily operation, guest
satisfaction, and team member satisfaction.
- Ensures all Encore Boston Harbor core values and property and
department standards are implemented and applied.
- Manage 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.
- 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
- 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 all 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 at all levels. Creates a
- Keeps informed of all new developments within the department
and makes recommendations designed to maximize department and
- 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
- 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.
- Ensures the highest level of confidentiality when delivering
service to our Suite, Private Access, and Casino VIP guests.
- Responsible for driving revenue while controlling expenses and
labor continuously striving to improve profitability.
- Manages the room inventory for greatest possible return.
- Provides clear direction, establishes goals and appropriate
time frames, manages overall guest satisfaction, and monitors
progress to achieve desired results.
- Responsible for providing support to the Director of Hotel
Operations as well as Property Executives.
- Ensures all guests and employee interactions are in accordance
with Encore and Industry accepted service standards, in order to
maintain the integrity of the Encore Boston Harbor ambiance while
promoting hotel facilities and services.
- Responsible for business planning, FTE management, financials,
- 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.
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
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 required.
Minimum 5 years of hotel and/or VIP experience required, 3 years
in a leadership role preferred.
Requires strong computer skills and proficiency in Microsoft
Candidate must have experience with planning and project
Must possess outstanding organizational, interpersonal, and
administrative skills, as well as excellent attention to
Knowledge of union as well as non-union working environments
Prior knowledge of the following systems is preferred, not
limited to: FCS, Maximo, Kronos, BirchStreet, Medallia (Guest
survey), and Opera.
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 various
reports and create and maintain reports upon request.
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
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
- Regular and reliable attendance is required.
- Team members may be required to work outside and may be subject
to all weather conditions, operating in a working environment that
is subject to varying levels of cold, heat, humidity,
precipitation, wind, noise, and vibration. Proper precautions and
procedures must be taken including the use of appropriate Personal
Protection Equipment (PPE).
- 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.