Job 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 Concierge is responsible for providing exceptional service including proactively anticipating the needs of Encore guests. Concierge are committed to providing personalized services of the highest level including but not limited to: restaurant reservations, show tickets, transportation arrangements, shopping, spa & salon services and amenity and courier requests. The Concierge is held to a strict code of ethics and will always base their recommendations with the guest’s best interest in mind. The Concierge will develop and maintain relationships with key vendors and local partners. Responsibilities include, but are not limited to: supporting the department strategy; maximizing opportunities for departmental success; maintaining all Encore Standards; and ensuring excellent guest and team member experience.

JOB RESPONSIBILITIES:

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

• Participate 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.
• Resolves 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.
• Provide guest assistance with florists, couriers, mail services, tours, tickets, reservations, ect
• Collect and provide comprehensive information and coordinate guest requests regarding hotel services, sporting events, places of interest, restaurants, theater, airline, transportation tickets, limousine rentals, sightseeing tours and any other information of interest. Handle reservations and obtain/issue tickets where applicable.
• Understand and anticipate customer’s needs and provide them with personalized solutions by suggesting activities and facilities provided by the hotel
• 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.

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:

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 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.

Additional Information

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

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