Assistant Manager Front Service

Job Description

$63,000.00 - $68,000.00

Responsible for managing the operations of the Valet Service and Bell & Door operations. Operations include valet parking, cash handling, bell and door services, guest arrival and greeting, 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. The role is fully accountable for financial performance, daily operations, guest satisfaction, and employee satisfaction.

Duties include management of departmental strategy, alignment with overall Encore Boston Harbor strategy, maximizing opportunities for departmental and company success, and maintaining all Encore standards to ensure excellent guest and team member experience.

• 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 and implements changes required for improvement.
• Manages departmental performance, ensuring accuracy, confidentiality, and thoroughness of 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 all applicable internal policies, federal and state laws, rules, regulations and controls property-wide are enforced.
• Ensures department delivers and maintains 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.
• Responsible for hiring, performance management, and employee engagement within the department. Provides training opportunities, constructive and positive feedback, and 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 with patience, tact and diplomacy. Addresses guest and team member issues as appropriate.
• Manages multiple priorities simultaneously and meets deadlines in stressful and high-pressure situations.
• Promotes positive, fair, and ethical relations with all team members, Encore contractors, and all interactions within the Host and Surrounding communities as an ambassador of the Encore brand.
• Greets guests and informs them of property amenities, services, and hours of operation, and local areas of interest and activities.
• Opens doors and assists guests/visitors entering and leaving property.
• Oversees and assists with luggage storage and retrieval.
• Assists with transport of guest luggage to and from guest rooms and/or designated bell area.
• Assists guests/visitors in and out of vehicles, including loading/unloading luggage.
• Supplies guests with directions.
• Arranges transportation (e.g., taxi cab, shuttle bus) for guests/visitors and records advance transportation request as needed.
• Dispatches bell staff or valet staff as needed.
• Communicates parking procedures to guests/visitors.
• Follows up with guests to ensure their requests or problems have been met to their satisfaction.
• Works with safety as priority, following department and company safety standards.
• Maintains relevant knowledge of industry through continuing education and training.
• Performs any other job-related duties as assigned.
• Manages proper parking, security, cash control and customer service procedures by all employees.
• Manages flow of traffic on driveway and under porte‑cochere for efficient guest service, safety and organization.
• Manages valet booth cashier operations.
• Manages special events or functions related to the Valet and/or Bell & Door operation to ensure efficiency.
• Supports management of employee relations with clients to resolve complaints, disagreements or misunderstandings about rates or services diplomatically.

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