Business Center & Office Services Representative (Part Time)

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

The Encore Boston Harbor Representative - Business Services Center & Offices Services will be responsible for all operations in the Business Center Department which includes office services and lost & found services. The position is responsible for ensuring that all orders are correctly entered for shipping purposes, scheduled for pick up and shipping on time, and according to internal and external customer specifications. They will also support the internal business center, including receiving and delivering internal mail and coordinating other internal business needs. In addition, this role will oversee Lost & Found operations. Other responsibilities include but are not limited to 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.

• 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.

• 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.

• Delivers and maintains a maximum level of property-wide service and satisfaction.

• 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.

• Completes shipping / billing activities ensuring that goods are shipped timely and that customers are billed accordingly.

• Coordinates shipping requirements for all customer orders.

• Ensures all customer routing requirements are fulfilled and shipping personnel are aware of pick-up dates and carriers.

• Has knowledge and training to operate any lifts or equipment used to transport packages or freight.

• Prepares and updates 'out the door' shipping schedules for distribution to appropriate shipping personnel by reviewing shipping priorities and open sales order listings.

• Prepares appropriate documentation for all land freight shippers.

• Verifies shipping labels and all paperwork for accuracy and compliance with customer requirements.

• Prepares reports of shipping, billing activity. Prepares and distributes open sales order by customer report.

• Maintains computer printers utilized for shipping reports and other documentation.

• Receives mail delivered to property. Delivers mail appropriately across the resort and in a timely manner.

• Supports team members with internal business services needs including mail, printing, faxing, etc.

• Retrieve boxes from Departments submitting Box Storage Request.

• Generate labels for boxes picked up from departments and affix to appropriate box.

• Organize boxes for storage.

• Pull boxes from shelves/grids and palletize to make ready to send to offsite storage.

• Arrange pickup date and time with vendor for boxes being sent to offsite storage.

• Deliver or change out shred bins when necessary to do so prior to Friday onsite shred schedule.

• Manages the Lost & Found office areas, answering all customer and staff's questions regarding the hotel and casino.

• 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.

• Maintains the storage area for the lost and found department.

• 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.

• 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.

• Verifies correct charges and credits are posted to the corresponding guest folio.

• Produces copies and printed materials.

• Acts as a Box Office agent when required by operations.

• 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.

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.