Chief Concierge

Company Description

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.

Job Description

Salary Rate: $74,000.00 - $80,000.00

The Encore Boston Harbor Chef Concierge is responsible for the daily operations of Concierge Services which includes but is not limited to:  Concierge Desk Operations, Concierge Call Center, Encore Experience Sales/Service, Box Office Sales/Support, Restaurant Reservations Overflow, Spa & Salon Reservations Overflow, and Property Ambassadors. The Chef Concierge will oversee the development and maintaining of key vendor and local partner relationships.  Responsibilities include, but are not limited to: setting the concierge strategy and ensuring alignment with overall Encore Boston Harbor strategy; identifying and maximizing opportunities for departmental and company success; maintaining all Encore Standards; and ensuring excellent guest and team member experience. This position will be fully accountable for the financial performance, daily operation, guest satisfaction, and team member satisfaction for the concierge department. 

JOB RESPONSIBILITIES:  

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied. 
  • care about everyone and everything
  • show never ending attention to detail
  • take responsibility; don't leave it to others
  • always strive to be better
• Establishes and implements short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects change required for improvement.  Identifies key drivers of success.
• Held accountable, to a very high degree, for departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Accountable for 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. 
• Creates and administers departmental operating budget and financial controls. Responsible for financial planning, forecast, labor, and payroll for areas of responsibility.
• 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.
• Oversees all 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.
• Reviews major contracts and selects systems for the department. Coordinates contract compliance, change orders and problem resolution.  Uses strong negotiation, problem solving & decision-making skills.  Consults with legal counsel as required.
• 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 members, with all Encore contractors, and in all interactions within the Host and Surrounding communities, as an ambassador of the Encore brand.
• Responsible for creating and maintaining all Concierge commission programs with an emphasis on checks and balances, clear and accurate reporting, and ethical business standards.
• Responsible for maintaining vendor relationships with a focus on quality, consistency, and cost.
• Utilizes in-depth knowledge of all services and attractions at Encore Boston Harbor and the Greater Boston ar