Chief Concierge

Wynn Resorts • Everett, MA

3d • $74,000 - $80,000 • Onsite

About The Position

The Encore Boston Harbor Chef Concierge is responsible for the daily operations of Concierge Services which includes but is not limited to: Concierge Desk Operations, Concierge Call Center, Encore Experience Sales/Service, Box Office Sales/Support, Restaurant Reservations Overflow, Spa & Salon Reservations Overflow, and Property Ambassadors. The Chef Concierge will oversee the development and maintaining of key vendor and local partner relationships. Responsibilities include, but are not limited to: setting the concierge strategy and ensuring alignment with overall Encore Boston Harbor strategy; identifying and maximizing opportunities for departmental and company success; maintaining all Encore Standards; and ensuring excellent guest and team member experience. This position will be fully accountable for the financial performance, daily operation, guest satisfaction, and team member satisfaction for the concierge department.

Requirements

• 21 years of age or above.
• Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.
• Bachelor’s Degree or above in a related field or equivalent experience required.
• Minimum 8 years of concierge experience, 5 years in a leadership role required.
• Basic computer skills and 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.
• Requires an in-depth knowledge of all services and attractions in the Greater Boston area.
• 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.
• 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.

Nice To Haves

• 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.
• Prior knowledge of the following systems is preferred: FCS, Kronos, Birch Street MMS, AVPM, Medallia (Guest Survey), GoConcierge, and Opera.

Responsibilities

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Establishes and implements short-and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; effects change required for improvement. Identifies key drivers of success.
• Held accountable, to a very high degree, for departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Accountable for 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.
• Creates and administers departmental operating budget and financial controls. Responsible for financial planning, forecast, labor, and payroll for areas of responsibility.
• 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.
• Oversees all 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.
• Reviews major contracts and selects systems for the department. Coordinates contract compliance, change orders and problem resolution. Uses strong negotiation, problem solving & decision-making skills. Consults with legal counsel as required.
• 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 members, with all Encore contractors, and in all interactions within the Host and Surrounding communities, as an ambassador of the Encore brand.
• Responsible for creating and maintaining all Concierge commission programs with an emphasis on checks and balances, clear and accurate reporting, and ethical business standards.
• 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.
• Performs any other job-related duties as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager