Hotel Dining Manager

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

The Encore Boston Harbor Hotel Dining Manager will report to the assistant director of hotel dining and manage the daily operations of In Room Dining, Minibar, Black Tier and Butler Services. The Hotel Dining Manager will be responsible for all aspects of daily operations, including staffing and labor management, ordering and inventory, guest service and execution of all associated Food & Beverage to standards of preparation and presentation. 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.
• Ensures all attendance standards are adhered to and that associated points are administered per the Encore Boston Harbor attendance policy.
• 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 departments 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 members, with all Encore contractors, and in all interactions within the Host and Surrounding communities as an ambassador of the Encore brand.
• Orders all operational supplies and alcohol for multiple departments based on set pars utilizing order guides provided.
• Oversees the Implementation of standards as detailed in the departmental standards and procedures manual.
• Manages amenity deliveries daily with In Room Dining Service Team. Works together with culinary, front desk, housekeeping and casino marketing to ensure a smooth delivery.
• Creates and maintains schedules for Minibar, In Room Dining, and Butlers as assigned
• Manages the opening and closing of the Black Tier Lounge and the associated staff. 
• Ensure staff are diligent in their opening and closing procedures and that the facility is always correctly prepared.
• Check environmental elements including sound, lighting and temperatures are always correctly set. 
• Conduct effective Pre-Shift briefings ensuring all staff are aware of VIPs, special occasions, daily specials, product features and property-wide events.
• Encourages and motivates staff to provide optimum service during all shifts.
• Share recommendations and guest comments to the Assistant Direc