Concierge Encore Boston Harbor

About the role

Encore Boston Harbor is a luxury global destination gaming resort located on the waterfront along the Mystic River and connected to Boston Harbor. It features 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor, an ultra-premium spa, luxury retail, high-end dining, and state-of-the-art ballroom and meeting spaces.

Responsibilities

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Participates in 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.
• Actively contributes to departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Verifies that all applicable internal policies, federal and state laws, rules, regulations and property-wide controls are enforced within the department.
• Delivers and maintains a maximum level of service.
• Contributes to company-wide communication and best practices.
• Keeps informed of all new developments within the department.
• Balances multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
• Solves guest issues according to established policies and procedures.
• Exhibit exceptional, detailed knowledge about local shopping, entertainment, dining and business venues, as well as special local events.
• 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.
• Provides guest assistance with florists, couriers, mail services, tours, tickets, reservations, etc.
• Understands and anticipates customer’s needs and provides personalized solutions by suggesting activities and facilities provided by the hotel.
• Performs any other job-related duties as assigned.

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

• At least 2-3 years as a hotel concierge.
• High school degree or equivalent required.
• Bachelor’s Degree in a related field or equivalent experience preferred.
• Requires general computer skills, basic 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.
• Membership in the Les Clefs d’Or and The Greater Boston Concierge Association (GBCA) preferred.

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. Ability to write detailed instructions and correspondence. Ability to effectively present information in one-on-one and group situations. Second language a plus.

Mathematical Skills & Reasoning Ability

• Ability to compute basic mathematical calculations.
• Ability to decipher various reports and create and maintain reports upon request.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.

Physical Demands

• 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 noise level in the work environment is typically moderate. When on the hotel 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.