Assistant Manager – Front Office

Assistant Manager – Front Office Full-time FLSA Status: Exempt Division: 62515 - HOTEL Career Areas: Hotel - Call Center / Front Desk / Concierge / VIP / Villa Services Status: Full-Time 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.

Salary Pay: $59,000.00-$64,000.00 The Encore Boston Harbor Front Office Assistant Manager is responsible for the daily operations of the Suite and Resort Front Office which includes but is not limited to: Guest Arrivals/Departures, Guest Folio Review/Service, Front Desk Call Center, Night Audit, and Group Arrivals/Departures. VIP Arrivals/Departures, Private Access Operations, Guest Relations Operations, Casino Revisions Review, and VIP Lounge Operations. This position will manage 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 department. 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 employee satisfaction for the Front Office.

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 responsibility. 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 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 motivating environment. 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. Responsible for addressing guest and team member issues as appropriate. Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations. Must have the ability to promote positive, fair, and ethical