Chief Concierge Jobs (NOW HIRING)

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.

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 area to create unique and outstanding guest experiences.
• 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: 

Bachelor's Degree or above in a related field or equivalent experience required.

Minimum 8 years of concierge experience, 5 years in a leadership role required.

Basic computer skills and knowledge of Microsoft Office required.

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.

Requires an in-depth knowledge of all services and attractions in the Greater Boston area. 

Membership in the Les Clefs d'Or and The Greater Boston Concierge Association (GBCA) preferred.

Prior knowledge of the following systems is preferred:  FCS, Kronos, Birch Street MMS, AVPM, Medallia (Guest Survey), GoConcierge, 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. 

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.
• Reliable, consistent, and punctual attendance is required.

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.