Manager- Tower Suites

• Career Areas:
  Hotel - Call Center / Front Desk / Concierge / VIP / Villa Services
• Status:
  Full-Time
• Compensation: USD 76,875 - USD 80,000 - yearly

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: $76,875- $80,000

The Encore Boston Harbor Manager Tower Suites is responsible for the daily operations of the Suiteoperations which includes but is not limited to: VIPArrivals/Departures, Private Access Operations,Guest Relations Operations,Casino Revisions Review, and VIP Lounge Operations.

This position will be fully accountable for the financial performance, daily operation, guest satisfaction, and employee satisfaction as it relates to VIP services. 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 team member satisfaction.

JOB RESPONSIBILITIES:

• 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 all 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 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.
• Ensures the highest level of confidentiality when delivering service to our Suite, Private Access, and Casino VIP guests.
• Responsible for driving revenue while controlling expenses and labor continuously striving to improve profitability.
• Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
• Responsible for providing support to the Director of Hotel Operations as well as Property Executives.
• Ensures all guests and employee interactions are in accordance with Encore and Industry accepted service standards, in order to maintain the integrity of the Encore Boston Harbor ambiance while promoting hotel facilities and services.
• Responsible for business planning, FTE management, financials, and scheduling.
• Works with safety as a priority, and follows department and company safety standards.
• Maintains relevant knowledge of industry through continuing education and training.
• Performs any other job-related duties as assigned.

JOB REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill,…