Coordinator – Front Desk Status & Head Cashier

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 includes 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

• Maintains processes, schedules, and supports department team members and maximizes opportunities for departmental success.
• Maintains all Encore Standards and ensures excellent guest and team member experience.
• 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 the 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 controls property wide are enforced within the department.
• Delivers and maintains a maximum level of property-wide service and satisfaction.
• Balances multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
• Supports Front Desk Management with room’s management and account postings.
• Maintain knowledge of hotel occupancy status, special events, in-house groups and other situations affecting the reception desk's daily operation.
• Acts as a liaison between Housekeeping and the Front Desk on room status, preventative maintenance, and occupancy.
• Ensures guest room credit accounts are in good standing and takes appropriate actions when necessary to protect the company from potential losses.
• 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.

Age, Gaming And Certifications

Must be 21 years of age or above and required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.

Education And/or Experience

• High school or equivalent degree required.
• Bachelor’s Degree in a related field or equivalent experience preferred.
• Minimum 1 Year Hotel Front Desk Operations Experience Required.
• Requires general computer skills and basic knowledge of Microsoft Office.
• 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.
• Prior knowledge of the following systems is preferred, not limited to: FCS, 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

• Able to compute basic mathematical calculations.
• Able to decipher various reports and maintain reports upon request.

Physical Demands

• Regularly required to talk and hear.
• Regularly required to stand, walk, sit, and use hands to finger, handle, or feel objects, tools or controls.
• 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.
• 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 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.