FCC & Maintenance Dispatch

Company Description

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. 

Job Description

The Encore Boston Harbor Fire Command Center & Maintenance Dispatch will be responsible for oversee a team of dispatchers responsible for receiving, and relaying information, instructions and work orders to facilities team leaders under standard and emergency conditions.  The Lead will receive, record, and report on information regarding work performed, work in progress and requests for assistance. This position responds to all inbound communication in the Fire Command Center, serving as a primary point of contact for the local public safety issues.  Responsibilities include, but are not limited to: maintaining processes, scheduling, and supporting department team members and maximizing opportunities for departmental 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. 
• Participates in 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.
• Actively contributes to the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Verifies that all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced within the department.
• Delivers and maintains a maximum level of property-wide service and satisfaction. 
• Contributes to company-wide communication and best practices.
• Assists in providing training opportunities for team members.
• Keeps informed of all new developments within the department.
• Effectively manages internal and external guest relations, 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 Encore brand.
• Communicates property maintenance needs through radio, phone, and other means to facilities team leads. Oversees team of dispatchers to carry out communication. Responds to requests and needs from Leads, Managers, and technicians.
• Oversees routing and dispatch of technicians and team leads.
• Updates on the status of work-in-progress and to have orders dispatched for turn-ons, shut-offs, emergencies and other repairs; checks orders for completeness and accuracy
• Receives calls from internal departments and guests regarding emergency turn-ons, shut-offs, no water or low pressure complaints and other repairs, hazardous conditions and emergencies; prioritizes requests for action; answers customer inquiries.
• Enters comments on fieldwork performed, actions taken and other information in customer account records
• Schedules inspections for pipe installation, pressure tests, certificates of occupancy, health samples and fire hydrant installations
• Schedules meter readers, turn-ons, shut-offs, meter box replacements, meter repairs, meter locations and inspection appointments.
• Notifies police, fire department and other departments, agencies and/or utilities of emergencies involving their areas of responsibility.
• Reviews and distributes completed work orders
• Maintains memoranda, records and files, including division activity records, labor logs, work orders, inventories, monthly activity reports, fire hydrant reports and permits, and necessary FCC records.
• Works with safety as a priority, and follows department and company safety standards.
• Maintains relevant knowledge of industry through continuing education and training.
• Performs