Guest Experience Attendant

Company Description

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

Hourly Rate: $32.10 - $32.10

The Encore Boston Harbor (Guest Experience Attendant) will be responsible for providing friendly, helpful and attentive customer service while assisting resort guests, in person and over the phone. Responsibilities include, but are not limited to: coordinating with security, housekeeping, front desk, call center to collect, store and return lost items while maintaining meticulous inventory record; assisting with printing services; offering valet kiosk ticketing support; supporting guests with questions surrounding valet services, including damage claims; providing directional support and assistance to guest requests and inquiries; and consistently delivering and maintaining Wynn service standards.

JOB RESPONSIBILITIES:   
•    Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.  
•    Participates in 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.
•    Delivers and maintains a maximum level of property-wide service and satisfaction.
•    Adheres to all Forbes Travel Guide and Wynn service standards.
•    Welcomes, greets, interacts, and assists guests in a professional and friendly manner.  
•    Organizes the office areas and answers all incoming guest and staff’s questions while serving as the primary contact for general resort and guest service questions.
•    Maintains a series of logs for record keeping of hotel’s lost and found properties.  Other record keeping functions will vary according to the needs of the department.
•    Receives all lost and found articles for the hotel and casino and maintains inventory, tagging and logging all items and articles in a safe and secure manner until items are claimed, mailed out, or donated.
•    Composes accident/incident reports and witness statements when necessary.
•    Assists with valet kiosk ticketing when necessary.
•    Balances multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
•    Exhibits a professional demeanor and willingness to assist all guests whenever possible. 
•    Responds to and resolve guest complaints in a timely manner and creatively solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.
•    Produces copies and printed materials when requested and necessary
•    Assists with shipping and receiving of guest packages when necessary.
•    Works with safety as a priority, and follows department and company safety standards.
•    Actively contributes to the 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 controls property wide are enforced within the department. 
•    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 or equivalent degree preferred. 
Minimum of 1 year of guest service experience preferred.
Requires general computer skills and basic knowledge of Microsoft Office.
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 compute basic mathematical calculations. Ability to decipher various reports 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 exist 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 or property 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.

Additional Information

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 confidential according to EEO guidelines.