Supervisor - Retail Encore Boston Harbor

About the role

Encore Boston Harbor is a luxury global destination gaming resort situated 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. The property is the largest private single-phase development in the history of the Commonwealth.

Responsibilities

• Supports the department strategy and aligns with Encore Boston Harbor's overall strategy.
• Makes opportunities for departmental success.
• Maintains all Encore Standards.
• Ensures excellent guest and team member experience.
• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Participates in short- and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects changes required for improvement.
• Supervises daily activities to maintain departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Supports the management and performance of team members under his/her area of responsibility.
• Maintains all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced.
• 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.
• Supports employee engagement within the department.
• Provides training opportunities, constructive and positive feedback to team members within area of responsibility.
• Creates a motivating environment.
• Provides professional internal and external guest service, which may 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.
• Promotes positive, fair, and ethical relations with all team members, with all Encore contractors, and in all interactions within the Host and Surrounding Communities, as an ambassador of the Wynn brand.
• Partner with associates to improve overall selling skills and close sales to achieve sales goals and KPI’s.
• Understands how to build a clientele in a luxury environment as well as a cashier environment.
• Analytical, conceptual, creative, flexible and detail oriented with strong organizational and time management skills.
• Lead a high performing customer facing and service-oriented team.
• Coach and provide feedback to team as necessary.
• Manage the customer flow to ensure the best possible service and that no client is left unattended.
• Lead by example, setting the pace and standard to deliver excellent service to customers.
• Excellent problem-solving skills, an ability to prioritize job responsibilities and possess a strong sense of urgency.
• Strategic innovative thinker with ability to prioritize job responsibilities and possess a strong sense of urgency.
• 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

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 preferred.
• Bachelor’s Degree in a related field or equivalent experience preferred.
• Minimum 2 years of Retail experience required, with a prior leadership role preferred.

Physical Demands

• Regularly required to talk and hear.
• 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 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.