Manager of Hotel Operations

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 Manager of Hotel Operations.is responsible for acting as the on-duty manager for all escalated guest issue response and resolution and coordinating with individual leaders to ensure cross department coordination when servicing previous inconvenience guests.  In order to maintain the highest level of service standards at Encore Boston Harbor, the manager should be knowledgeable of all departments and service touch points within the resort.  Responsibilities include but are not limited to the management of guest resolution strategy and ensuring alignment with overall Encore Boston Harbor strategy; 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.  
•    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. 
•    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 department and with other departments as appropriate to ensure property wide communication.
•    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.
•    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. 
•    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. 

Qualifications

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, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Age, Gaming and Certifications:
21 years of age or above.
Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.
Education and/or Experience:  
High school degree or equivalent required. Bachelor’s Degree in a related field or equivalent experience required. 
Minimum 3 years of Hotel Operations experience required, 1 years in a leadership role preferred. 

Requires strong computer skills and proficiency in Microsoft Office.