Shift Manager - Wynn Rewards

Wynn Resorts•Everett, MA

10d•$79,000 - $85,000

About The Position

The Encore Boston Harbor Red Card Manager manages the daily operations of the Red Card Department, including the Red Card representative team, guest sign-up operations, and marketing to prospective Red Card members. The role manages the Red Card strategy in alignment with Encore Boston Harbor’s overall strategy, maximizes departmental and company success, maintains Encore standards, and supports excellent guest and team member experiences. The position is accountable for daily operations and guest and employee satisfaction in the department. The manager leads the Red Card marketing team, supports its daily operations, is accountable for program enrollments, assists slot marketing representatives and marketing hosts, and reviews Red Card programs and guest communications. The manager also communicates program standards, enrollment procedures, and player benefits to casino and property-wide team members. The role requires compliance with applicable policies and laws, effective leadership and guest relations, and the ability to manage multiple priorities in a high-pressure hospitality and casino environment. The position requires varying schedules according to business needs.

Requirements

Must be at least 21 years of age.
Must obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.
High school degree or equivalent required.
Bachelor’s degree in a related field or equivalent experience required.
At least 5 years of hospitality, casino, or loyalty program experience required.
Strong computer skills and proficiency in Microsoft Office.
Experience with planning and project management.
Outstanding organizational, interpersonal, and administrative skills, with excellent attention to detail.
Fluency in English required.
Ability to read, analyze, and interpret policy and procedure manuals, instructions, and related documents; respond to common employee or guest inquiries; write detailed instructions and correspondence; and present information effectively in individual and group settings.
Ability to work with mathematical concepts including probability and statistical inference, and apply fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, draw valid conclusions, interpret reports, and create and maintain reports as requested.
Ability to meet the physical demands of the role, including regular talking, hearing, standing, walking, sitting, and handling objects or controls; occasional reaching, climbing, balancing, stooping, stretching, bending, kneeling, crouching, or crawling; and lifting or maneuvering at least 30 pounds.
Ability to work varying schedules to reflect property business needs.
Reliable, consistent, and punctual attendance.

Nice To Haves

Three years of experience in a leadership role preferred.
A second language is a plus.

Responsibilities

Implement Encore Boston Harbor core values and property and department standards.
Manage execution of departmental goals, objectives, policies, and operating procedures; evaluate operational effectiveness and make improvements.
Manage departmental performance and the accuracy, confidentiality, and thoroughness of policies, procedures, records, and reports.
Manage the performance of team members within the area of responsibility.
Monitor departmental activities to ensure compliance with internal policies and applicable laws, rules, regulations, and controls.
Ensure the department maintains a high level of property-wide service and satisfaction.
Organize and lead regular department meetings and coordinate communication with other departments.
Manage hiring, performance management, employee engagement, training opportunities, and feedback; foster a motivating environment.
Stay informed about departmental developments and recommend actions to maximize departmental and company success.
Manage internal and external guest relations and address guest and team member issues as appropriate.
Manage competing priorities and meet deadlines in stressful and high-pressure situations.
Promote positive, fair, and ethical relations with team members, contractors, and host and surrounding communities as an ambassador of the Encore brand.
Manage the Red Card marketing team and assist with daily operations as needed.
Ensure Red Card program enrollment goals are met.
Assist slot marketing representatives and marketing hosts as needed.
Manage and review Red Card programs and marketing communications with guests.
Keep casino and property-wide team members informed about Red Card standards, sign-up procedures, and player benefits.
Prioritize safety and follow department and company safety standards.
Maintain relevant industry knowledge through continuing education and training.
Perform other job-related duties as assigned.