Assistant Manager - Front Service

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.

Salary Pay: $63,000.00 – $68,000.00

The Encore Boston Harbor Assistant Front Service Manager is responsible for managing the operations of the Valet Service and Bell & Door operations. These operations include but are not limited to:
Valet parking operations and cash handling, and Bell and Door;
Guest Arrival and Greeting;
Guest Luggage Storage and Delivery;
Loading and Unloading of Taxis, Rideshare, and Shuttles;
Room Deliveries;
Coat Room; and Guest Shoe Shine/Laundry pickup and drop off. This position will be fully accountable for the financial performance, daily operation, guest satisfaction, and employee satisfaction as it relates to these operations. This includes, but is 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.

JOB RESPONSIBILITIES:

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Manages 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 to team members within area of responsibility. 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, 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.
• Greet guests and inform them of property amenities, services, and hours of operation, and local areas of interest and activities.
• Open doors and assist guests/visitors entering and leaving property.
• Oversee and assist with luggage storage and retrieval.
• Oversees and assists with transport of guest luggage to and from guest rooms and/or designated bell area.
• Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage.
• Supply guests with…