Assistant Manager - Front Office

Wynnresorts; Everett (MA); On-site; USD 59,000 - 64,000; Full time

Job summary

Encore Boston Harbor in Everett, MA is seeking a Front Office Assistant Manager to oversee daily operations of the Suite and Resort Front Office, including guest arrivals/departures, folio review, front desk call center, night audit and VIP services.

The role drives department strategy, financial performance, guest and employee satisfaction, and ensures Encore standards are met. Strong leadership and ability to handle multiple priorities under pressure are essential.

Responsibilities

• Ensures Encore Boston Harbor core values and property standards are implemented and applied.
• Manages short- and long-term departmental goals, policies, and procedures; monitors effectiveness and drives improvements.
• Oversees department performance, policies, records, and reporting for accuracy and confidentiality.
• Manages team performance and development within the Front Office.
• Ensures compliance with internal policies, and federal and state laws across the department.
• Delivers high-level guest and employee satisfaction and supports budget and profitability targets.
• Promotes clear communication through regular meetings and collaboration with other departments.
• Recruits, evaluates performance, and provides training for staff engagement and motivation.
• Keeps abreast of industry developments and recommends improvements to maximize success.
• Maintains confidentiality when serving VIP guests and ensures ethical relations with all stakeholders.

Job description

Salary Pay: $59,000.00-$64,000.00

The Encore Boston Harbor Front Office Assistant Manager is responsible for the daily operations of the Suite and Resort Front Office which includes but is not limited to: Guest Arrivals/Departures, Guest Folio Review/Service, Front Desk Call Center, Night Audit, and Group Arrivals/Departures. VIP Arrivals/Departures, Private Access Operations, Guest Relations Operations, Casino Revisions Review, and VIP Lounge Operations. This position will manage the financial performance, daily operation, guest satisfaction, and employee satisfaction as it relates to this operation. In order to maintain the highest level of service standards at Encore Boston Harbor, the manager should be knowledgeable of all job responsibilities of each position within the department.

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 employee satisfaction for the Front Office.

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 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.
• Manages the room inventory for greatest possible return.
• 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