Manager- Front Services

Wynnresorts; Everett (MA); On-site; USD 69,000 - 74,000; Full time

Job summary

Encore Boston Harbor is seeking a Front Service Manager to lead Valet, Bell & Door, Lost & Found, Business Center and Office Services operations, including guest arrival, luggage handling, transportation coordination and room deliveries.

You will drive department strategy, hire and develop staff, enforce safety and quality standards, and ensure high guest and employee satisfaction while aligning with Encore’s standards.

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 departmental policies, records, reports, and performance of team members.
• Monitors activities to ensure compliance with internal policies and laws; enforces controls property-wide.
• Maintains high levels of guest and team member satisfaction through effective communication and service delivery.
• Hires, coaches, and engages staff; provides training, feedback, and motivation within the department.
• Promotes positive, fair, and ethical relations with all team members and Encore contractors.
• Greet guests, inform them of amenities and hours, and assist with transportation and luggage as needed.
• Oversee luggage storage, delivery, and transport; coordinate with Valet and Bell staff for smooth operations.
• Coordinate with other departments for group needs and event support; ensure safety is a priority.

Job description

Salary Pay: $69,000- $74,000

The Encore Boston Harbor Front Service Manager is responsible for managing the operations of the Valet Service, Bell & Door operations, Lost & Found, Business Center, & Office Services operations. These operations include but are not limited to: Valet parking operations, and Bell and Door; Guest Arrival and Greeting; Guest Luggage Storage and Delivery; Loading and Unloading of Taxis, Rideshare, and Shuttles; Room Deliveries; Coat Room; and Guest Shoeshine, packaging and shipping, records control, and maintaining Lost & Found inventory. This position will be fully accountable for the financial performance, daily operation, guest satisfaction, and employee satisfaction as it relates to these operations. This includes but is 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.

JOB RESPONSIBILITIES:

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Manages 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 to team members within area of responsibility. 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, 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.
• Greet guests and inform them of property amenities, services, and hours of operation, and local areas of interest and activities.
• Open doors and assist guests/visitors entering and leaving property.
• Oversee and assist with luggage storage and retrieval.
• Oversees and assists with transport of guest luggage to and from guest rooms and/or designated bell area.
• Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage.
• Supply guests with directions.
• Arrange transportation (e.g., taxi cab, shuttle bus) for guests/visitors, and record advance transportation request as needed.
• Dispatch bell staff or valet staff as needed.
• Communicate parking procedures to guests/visitors.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Oversees Lost & Found area and team members, maintains inventory, ensuring items are claimed, scanned, or mailed out in a timely manner.
• Arrange pickup date and time with vendor for boxes being sent to offsite storage.
• Supports team members with internal business services needs including mail, printing, faxing, etc.
• Attends all relevant convention & group preparation meetings so Business Center & Offices Services team are accurately informed and prepared for all group needs.
• 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.
• Manage proper parking, security, cash control and customer service procedures are being followed by all employees.
• Manage the flow of traffic on our driveway and under the porte-cochere to ensure efficient guest service, safety and organization.
• Manage Valet Booth cashier operations.
• Manage special events or functions as they relate to the Valet and/or Bell & Door operation in order to ensure efficiently.
• Support in the manageme