Manager- Front Services

Overview

Encore Boston Harbor features 210,000 square-feet of gaming space including more than 3,000 slot machines and 240 table games. Located on the Mystic River in Everett, Massachusetts, and connected to Boston Harbor, Encore Boston Harbor offers 671 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 include a six-acre Harborwalk with pedestrian and bicycle paths accessing 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 Title
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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. This includes but is not limited to valet parking operations, bell and door services, guest arrival and greeting, luggage storage and delivery, taxi/rideshare/shuttle loading and unloading, room deliveries, coat room, guest shoeshine, packaging and shipping, records control, and maintaining Lost & Found inventory.

The position is fully accountable for financial performance, daily operation, guest satisfaction, and employee satisfaction related to these operations. Responsibilities also include aligning department strategy with Encore Boston Harbor strategy and maintaining Encore Standards to ensure excellent guest and team member experience.

• 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; implements changes 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 their area of responsibility.
• Monitors all activities of the department to ensure compliance with internal policies, federal and state laws, rules, regulations and controls property-wide.
• Ensures the department delivers and maintains a maximum level of property-wide service and satisfaction.
• Facilitates communication across the property by organizing and presiding over regularly scheduled meetings with team members within the department and with other departments as appropriate.
• Responsible for hiring, performance management, and employee engagement within the department. Provides training opportunities, constructive feedback, and creates a motivating environment.
• Keeps informed of new developments within the department and makes recommendations to maximize department and company success.
• Effectively manages internal and external guest relations with patience, tact, and diplomacy. Addresses guest and team member issues as appropriate.
• Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
• Promotes positive, fair, and ethical relations with all team members, Encore contractors, and in interactions within the Host and surrounding communities as an ambassador of the Encore brand.
• Greet guests and inform them of property amenities, services, hours of operation, and local areas of interest and activities.
• Open doors and assist guests/visitors entering and leaving the property.
• Oversee and assist with luggage storage and retrieval; transport of guest luggage to and from guest rooms and/or bell area.
• Assist guests/visitors in and out of vehicles, including loading/unloading luggage.
• Provide directions and arrange transportation (e.g., taxi, shuttle) for guests/visitors and record advance transportation requests 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 are met to their satisfaction.
• Oversee Lost & Found area and team members, maintain inventory, and ensure items are claimed, scanned, or mailed out timely.
• Arrange pickup and scheduling with vendors for boxes being sent to offsite storage.
• Support team members with internal business services needs including mail, printing, and faxing.
• Attend relevant convention & group preparation meetings so Business Center & Office Services teams are informed for group needs.
• Work safely and follow department and company safety standards.
• Maintain knowledge of the industry through continuing education and training.
• Perform any other job-related duties as assigned.
• Ensure proper parking, security, cash control, and customer service procedures are followed by all employees.
• Manage the flow of traffic on the driveway and under the porte-cochere to ensure efficient guest service, safety and organization.
• Manage Valet Booth cashier operations and special events related to Valet and/or…