Supervisor - Retail Encore Boston Harbor

About 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.

Will be responsible for providing floor leadership duties and lead by example. Responsibilities include but are not limited to: supporting the department strategy and supporting the alignment with overall Encore Boston Harbor strategy; maximizing opportunities for departmental success; maintaining all Encore Standards; and ensuring excellent guest and team member experience.

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Participates in short- and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement.
• Supervises daily activities to maintain departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Supports the management and 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.
• 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.
• Supports employee engagement within the department. Provides training opportunities, constructive and positive feedback to team members within area of responsibility. Creates a motivating environment.
• Provides professional internal and external guest service, which may 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 members, with all Encore contractors, and in all interactions within the Host and Surrounding Communities, as an ambassador of the Wynn brand.
• Partner with associates to improve overall selling skills and close sales to achieve sales goals and KPI’s.
• Understanding how to build a clientele in a luxury environment as well as a cashier environment.
• Analytical, conceptual, creative, flexible and detail oriented with strong organizational and time management skills.
• Lead a high performing customer facing and service-oriented team. Coach and provide feedback to team as necessary.
• Manage the customer flow to ensure the best possible service and that no client is left unattended.
• Lead by example, setting the pace and standard to deliver excellent service to customers.
• Excellent problem-solving skills, an ability to prioritize job responsibilities and possess a strong sense of urgency.
• Strategic innovative thinker with ability to prioritize job responsibilities and possess a strong sense of urgency.
• 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.

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, and/or ability required. Reasonable accommodations may be made to enable…