Group & Specialty Desk Coordinator

• Career Areas:
  Hotel - Call Center / Front Desk / Concierge / VIP / Villa Services
• Compensation: USD 32.57 - USD 32.57 - hourly

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.

The Encore Boston Harbor Coordinator – Group & Specialty Desk is responsible for coordinating and supporting the daily operations for group business and special events arrivals and check in experience which includes but is not limited to:
Group Arrivals/Departures, Private Access Operations,Guest Relations Operations,Casino Revisions Review, and group Lounge Operations.

This position will support the financial performance, daily operation, guest satisfaction, and employee satisfaction as it relates to Group & Specialty Desk services. Responsibilities include, but are not limited to: maximizing opportunities for departmental and company success; maintaining all Encore Standards; and ensuring excellent guest and team member experience.

JOB RESPONSIBILITIES:

• Follows all Encore Boston Harbor core values and property and department standards.
• Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures.
• Assists management to ensure department delivers and maintains a maximum level of property-wide service and satisfaction.
• 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.
• 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 Group and Specialty guests.
• Coordinates and works closely with Catering & Convention Services.
• Assist guests with problem resolution with an emphasis on satisfaction and resolving root issues while working to limit hotel losses through compensation.
• 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.
• 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 hospitality or a related field or equivalent experience preferred.

Minimum 2 years of hotel operations experience preferred.

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.

Knowledge of union as well as non-union working environments preferred.

Requirements:
Prior knowledge of the following systems is preferred, not limited to:
Kronos, Birch Street, Medallia (Guest survey), and Opera.

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.

Mathematical Skills & Reasoning Ability:

Ability to compute basic…