Front Office Assistant Manager: Guest Experience Lead

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

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.