Wynn Rewards Shift Manager Encore Boston Harbor

About the role

Encore Boston Harbor is a luxury global destination gaming resort featuring 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor. It includes 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 Commonwealth's history.

Responsibilities

• Manages the daily operations of the Red Card Department for assigned shifts, including managing Red Card representative team members, guest Red Card sign-up operations, and marketing to new prospective Red Card members.
• 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.
• Maintains all Encore Standards; ensures excellent guest and team member experience.
• Facilitates communication throughout the property by organizing and presiding over regularly scheduled meetings with all team members within the department and with other departments as appropriate to ensure property wide communication.
• Assists in the hiring, performance management, and employee engagement within the department.
• Provides training opportunities, constructive and positive feedback at all levels. 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, some of 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.
• 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 Encore brand.
• Performs all administrative duties assigned, including scheduling, creating/maintaining reports, purchasing, employee training, and any additional tasks delegated.
• Maintains Red Card database integrity by abiding by company policies and procedures and upholding safeguards.
• Assigns staff to assist with marketing promotions and events as needed.
• Trains and develops Red Card team members to ensure quality service standards and maintain performance.
• Accountable for Red Card program enrollments, including meeting monthly enrollment goals, maintaining the department incentive program, and motivating Red Card team members.
• Keeps all casino and property-wide team members informed of Red Card program standards, sign-up procedures, and player benefits.
• 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.