Concierge

Company Description

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.

Hourly Pay: $28.25 - $28.25

The Encore Boston Harbor Concierge is responsible for providing exceptional service, proactively anticipating the needs of Encore guests. Concierge services include restaurant reservations, show tickets, transportation arrangements, shopping, spa & salon services, amenity and courier requests. The Concierge is held to a strict code of ethics and will always base recommendations on the guest’s best interest. The Concierge will develop and maintain relationships with key vendors and local partners, supporting departmental strategy, maximizing opportunities for departmental success, maintaining all Encore Standards, and ensuring excellent guest and team member experience.

• 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; monitor and evaluate operational effectiveness; effect changes required for improvement; identify key drivers of success.
• Actively contribute to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; record and report.
• Verify that all applicable internal policies, federal and state laws, rules, regulations and property‑wide controls are enforced within the department.
• Deliver and maintain a maximum level of service.
• Contribute to company‑wide communication and best practices.
• Keep informed of all new developments within the department.
• Balance multiple priorities simultaneously and meet deadlines, often in stressful and high‑pressure situations.
• Resolve guest issues according to established policies and procedures.
• Exhibit exceptional, detailed knowledge about local shopping, entertainment, dining and business venues, as well as special local events.
• Maintain vendor relationships with a focus on quality, consistency, and cost.
• Utilize in‑depth knowledge of all services and attractions at Encore Boston Harbor and the Greater Boston area to create unique and outstanding guest experiences.
• Work with safety as a priority and follow department and company safety standards.
• Maintain relevant knowledge of industry through continuing education and training.
• Provide guest assistance with florists, couriers, mail services, tours, tickets, reservations, etc.
• Collect and provide comprehensive information and coordinate guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and other information of interest. Handle reservations and obtain/issue tickets where applicable.
• Understand and anticipate customer’s needs and provide personalized solutions by suggesting activities and facilities provided by the hotel.
• Perform any other job‑related duties as assigned.

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

21 years of age or above.

At least 2-3 years as a hotel concierge. High school degree or equivalent required. Bachelor’s Degree in a related field or equivalent experience preferred.

Requires general computer skills, basic knowledge of Microsoft…