Assistant Manager - Call Center

Company Description

ABOUT ENCORE BOSTON HARBOR

Encore Boston Harbor is a luxury global destination gaming resort that will feature 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. 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 will include a six-acre park along the water that will feature a harborwalk, an events lawn, public viewing areas, ornate floral displays and retail and dining experiences that overlook the Encore Harbor Walk.

Job Description

Salary Pay: $61,000.00 - $66,000.00

The Encore Boston Harbor Assistant Manager - Call Center will be responsible for assisting with management of Room Reservations and PBX (phone line management) at the Integrated Call Center. These operations include, but are not limited to:
Room Reservations, Restaurant Reservations, Spa & Salon Reservations, PABX/Guest Services, Specialty Reservations, and Advanced Room and Restaurant Deposits and show bookings. The Call Center Assistant Manager will oversee call center team members. Responsibilities include but are not limited to: the supporting management of the call center strategy; maximizing opportunities for departmental and company success; maintaining all Encore Standards; and ensuring excellent guest and team member experience.

JOB RESPONSIBILITIES:

* 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; monitors and evaluates operational effectiveness; effects changes required for improvement. Identifies key drivers of success.

* Assists in the management of day to day activities to maintain departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.

* Assists in the management and 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.

* Assists management to ensure 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 all team members within the department and with other departments as appropriate to ensure property wide communication.

* Assists in the 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 relations with all team member, with all Encore contractors, and in all interactions within the Host and Surrounding communities, as an ambassador of the Encore brand,

* Understands and is well versed in the resort, hotel features, and services including all outlets, hours of operation, actives, and events available to guests.

* Responsible for training Guest Service Attendants and Sales & Marketing Agents.

* Manages quality control for call center interactions; maintains all call center standards.

* Manages the daily call center operations.

* Provides support to Guest Service Attendants and Sales & Marketing Agents.

* Assists in the hiring, onboarding, training and evaluation of call center team members.

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