Hotel Front Desk Manager

The Encore Boston Harbor Manager Tower Suites is responsible for the daily operations of the Suite operations which includes but is not limited to: VIP Arrivals/Departures, Private Access Operations, Guest Relations Operations, Casino Revisions Review, and VIP Lounge Operations. This position will be fully accountable for the financial performance, daily operation, guest satisfaction, and employee satisfaction as it relates to VIP services. Responsibilities include, but are 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. This position will be accountable for the daily operation, guest satisfaction, and team member satisfaction.

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.

· Manages 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.

· 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.

· Responsible for 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.

· 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.

· Ensures the highest level of confidentiality when delivering service to our Suite, Private Access, and Casino VIP guests.

· Responsible for driving revenue while controlling expenses and labor continuously striving to improve profitability.

· 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.

· Responsible for business planning, FTE management, financials, and scheduling.

· 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.

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 5 years of hotel and/or VIP experience required, 3 years in a leadership role preferred.

Requires strong computer skills and proficiency in Microsoft Office.

Candidate must have experience with planning and project management.

Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.

Knowledge of union as well as non-union working environments preferred.

Prior knowledge of the following systems is preferred, not limited to: FCS, Maximo, Kronos, BirchStreet, Medallia (Guest survey), and Opera.

Language Skills:

Ability to read, analyze, and interpret documents, such as policy and procedure manuals, maintenance instructions, and other related documents. Ability to respond to common inquiries from other employees or guests. Fluency in English required, second language a plus. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and group situations.

Mathematical Skills & Reasoning Ability:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to decipher various reports and create and maintain reports upon request.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and hear. The employee is also regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls. The employee is occasionally required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Essential responsibilities include moderate physical ability such as lift or maneuver at least thirty (30) pounds, and varied instances of standing/walking.

Work Environment:

The work environment characteristics described here are representative of those that exists while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· The noise level in the work environment is typically moderate. When on the property floor or some back of house areas, the noise level increases to loud. Must be able to interact with internal and external guests in a professional manner.

· Due to the unpredictable nature of the hospitality/entertainment industry, Team Members must be able to work varying-schedules to reflect the business needs of the property.

· Regular and reliable attendance is required.

· Team members may be required to work outside and may be subject to all weather conditions, operating in a working environment that is subject to varying levels of cold, heat, humidity, precipitation, wind, noise, and vibration. Proper precautions and procedures must be taken including the use of appropriate Personal Protection Equipment (PPE).

· Reliable, consistent, and punctual attendance is required.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $60,000 - $70,000