Shift Manager

Company Description

About Encore Boston Harbor

Encore Boston Harbor features 210,000 square-feet of gaming space including more than 3,000 slot machines and 240 table games. Situated on the Mystic River in Everett, Massachusetts, and connected to Boston Harbor, Encore Boston Harbor boasts 671 spacious hotel rooms, a spa, salon and fitness center, specialty retail shops, 15 dining and lounge venues and more than 50,000 square feet of ballroom and meeting spaces. The grounds feature a six-acre Harborwalk with pedestrian and bicycle paths that provide access to the waterfront, an event lawn, public art and ornate floral displays. It is the largest private, single-phase development in the history of the Commonwealth of Massachusetts.

Job Description

The Encore Boston Harbor Red Card Manager will manage the daily operations of the Red Card Department, including management of Red Card representative team members, guest Red Card sign up operations, and marketing to new prospective Red Card members. Responsibilities include but are not limited to: the management of the Red Card 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. This position will be accountable for the daily operation, guest satisfaction, and employee satisfaction for the Red Card department.

JOB RESPONSIBILITIES:

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.

• Manage 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.

• 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 all 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 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.

• 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.

• Manages the Red Card marketing team and assists the team with daily operations as needed.

• Accountable for Red Card program enrollments.

• Assists the slot marketing representatives and marketing hosts as needed.

• Actively manages and reviews Red Card programs and marketing communications with guests.

• 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.

Qualifications

JOB REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each job responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 required. Bachelor's Degree in a related field or equivalent experience required.

Minimum 5 years of Hospitality, Casino or Loyalty Program experience required, 3 years in a leadership role preferred.

Requires strong computer skills and proficiency in Microsoft Office.

Candidate must have experience with planning and project management.

Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.

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:

Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to decipher various reports and create and maintain reports upon request.

Physical Demands:

The physical demands described here are representative of those that must be met by the Team Member to successfully perform the essential functions of this job.

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 work environment characteristics described here are representative of those that exists while Team Members are performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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

Additional Information

All your information will be kept confidential according to EEO guidelines.

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