Concierge Encore Boston Harbor

Encore Boston Harbor is a luxury global destination gaming resort that features 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor, ultra‑premium spa, luxury retail, high‑end dining, and state‑of‑the‑art ballroom and meeting spaces. At a total cost of $2.6 billion, it is the largest private single‑phase development in the history of the Commonwealth. Situated on the waterfront along the Mystic River and connected to Boston Harbor, Encore Boston Harbor includes a six‑acre park along the water that features a harbor walk, an events lawn, public viewing areas, ornate floral displays and retail and dining experiences that overlook the Encore Harbor Walk.

The Concierge is responsible for providing exceptional service and proactively anticipating the needs of guests. They provide personalized services such as restaurant reservations, show tickets, transportation arrangements, shopping, spa & salon services, and amenity and courier requests. The Concierge must uphold a strict code of ethics and base recommendations on the guest’s best interests. They develop and maintain relationships with key vendors and local partners.

Responsibilities include:

• Ensure all Encore core values and 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, accuracy, confidentiality, and thoroughness of policies and procedures; record and report.
• Verify that all applicable internal policies, federal and state laws, rules, regulations, and property‑wide controls are enforced.
• 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 focused on quality, consistency, and cost.
• Use in‑depth knowledge of all services and attractions at Encore and the Greater Boston area to create unique guest experiences.
• Work with safety as a priority and follow company safety standards.
• Maintain relevant knowledge of the 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 about hotel services, sporting events, venues, 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 customers’ needs and provide personalized solutions by suggesting activities and facilities offered by the hotel.
• Perform any other job‑related duties as assigned.

21 years of age or above.

Must obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

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 Office. Must have experience with planning and project management.

Must possess outstanding organizational, interpersonal, and administrative skills, with excellent attention to detail.

Knowledge of union and non‑union working environments preferred.

Membership in Les Clefs d’Or and the Greater Boston Concierge Association preferred.

Fluency in English. Ability to read, analyze, and interpret documents; respond to inquiries; write detailed instructions and correspondence; present information in one‑on‑one and group…