Guest Experience Attendant

Guest Experience Attendant Part-time FLSA Status: Exempt Division: 62515 - HOTEL Career Areas: Hotel - Call Center / Front Desk / Concierge / VIP / Villa Services Status: Steady Extra Compensation: USD 29.10 - USD 29.10 - hourly 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. Job Description Hourly Rate: $29.10 - $29.10 The Encore Boston Harbor (Guest Experience Attendant) will be responsible for providing friendly, helpful and attentive customer service while assisting resort guests, in person and over the phone. Responsibilities include, but are not limited to: coordinating with security, housekeeping, front desk, call center to collect, store and return lost items while maintaining meticulous inventory record; assisting with printing services; offering valet kiosk ticketing support; supporting guests with questions surrounding valet services, including damage claims; providing directional support and assistance to guest requests and inquiries; and consistently delivering and maintaining Wynn service standards. JOB RESPONSIBILITIES: • Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied. • Participates in 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. • Delivers and maintains a maximum level of property-wide service and satisfaction. • Adheres to all Forbes Travel Guide and Wynn service standards. • Welcomes, greets, interacts, and assists guests in a professional and friendly manner. • Organizes the office areas and answers all incoming guest and staff’s questions while serving as the primary contact for general resort and guest service questions. • Maintains a series of logs for record keeping of hotel’s lost and found properties. Other record keeping functions will vary according to the needs of the department. • Receives all lost and found articles for the hotel and casino and maintains inventory, tagging and logging all items and articles in a safe and secure manner until items are claimed, mailed out, or donated. • Composes accident/incident reports and witness statements when necessary. • Assists with valet kiosk ticketing when necessary. • Balances multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations. • 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. • Produces copies and printed materials when requested and necessary • Assists with shipping and receiving of guest packages when necessary. • Works with safety as a priority, and follows department and company safety standards. • Actively contributes to the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports. • Verifies that all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced within the department. • Performs any