Group & Specialty Desk Coordinator

The Encore Boston Harbor Coordinator – Group & Specialty Desk is responsible for coordinating and supporting the daily operations for group business and special events arrivals and check in experience which includes but is not limited to: Group Arrivals/Departures, Private Access Operations, Guest Relations Operations, Casino Revisions Review, and group Lounge Operations.  This position will support the financial performance, daily operation, guest satisfaction, and employee satisfaction as it relates to Group & Specialty Desk services.  Responsibilities include, but are not limited to: maximizing opportunities for departmental and company success; maintaining all Encore Standards; and ensuring excellent guest and team member experience.

JOB RESPONSIBILITIES:  

• Follows all Encore Boston Harbor core values and property and department standards. 

• Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures.
• Assists management to ensure department delivers and maintains a maximum level of property-wide service and satisfaction. 
• 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.
• 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.
• Ensures the highest level of confidentiality when delivering service to our Group and Specialty guests.
• Coordinates and works closely with Catering & Convention Services.
• Assist guests with problem resolution with an emphasis on satisfaction and resolving root issues while working to limit hotel losses through compensation.
• Ensures all guests and employee interactions are in accordance with Encore and Industry accepted service standards, in order to maintain the integrity of the Encore Boston Harbor ambiance while promoting hotel facilities and services.
• 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.

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 hospitality or a related field or equivalent experience preferred.

Minimum 2 years of hotel operations 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.

Requirements: Prior knowledge of the following systems is preferred, not limited to: Kronos, BirchStreet, Medallia (Guest survey), 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.  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.

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.