Assistant Manager of Limo Services Encore Boston Harbor in Everett, MA at Encore Boston Harbor

Date Posted: 7/5/2019

Job Snapshot

Job Description

Encore Boston Harbor is a luxury global destination gaming resort that will feature 671 hotel rooms with sweeping views of the Boston skyline and Boston Harbor, ultra-premium spa, luxury retail, high-end dining, and state-of-the-art ballroom and meeting spaces. At a total cost of $2.6 billion, it is the largest private single-phase development in the history of the Commonwealth.  Situated on the waterfront along the Mystic River and connected to Boston Harbor, Encore Boston Harbor will include a six-acre park along the water that will feature a harborwalk, an events lawn, public viewing areas, ornate floral displays and retail and dining experiences that overlook the Encore Harbor Walk. 


The Assistant Manager of Limousine Services is responsible for managing and supervising the daily operations of Limousine Services while providing feedback to senior department management. This position is responsible for ensuring the consistent delivery and quality of guest service and immediately addressing and resolving guest challenges and feedback. The Assistant Manager of Limousine Services must maintain a consistent dispatch center presence while ensuring all staff is performing in accordance with company and departmental service standards.

Responsibilities include, but are not limited to: management of the transportation strategy and ensuring alignment with overall Encore Boston Harbor strategy; identifying and maximizing opportunities for guest and team member transport success and company success; maintaining all Encore Standards; and ensuring excellent guest and team member experience. This position will be fully accountable for the daily operation, guest satisfaction, and employee satisfaction related to parking and transportation



  • Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
  • Supports the execution of 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.
  • Manages the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
  • 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.
  • Actively manage Limousine logistics and maintain service delivery times.
  • 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.
  • Responsible for 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.
  • 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.
  • Manages effective traffic related communication with team members, guests, community and local law enforcement. Keeps updated, real-time, on all road related traffic issues; makes recommendations for improvements.
  • Supports design and implementation of transportation strategy for all large-scale events on property, including police detail support and communication plans.
  • Ensures all airport related transfers are properly coordinated and carried out.
  • Designs transportation communication strategy, including real-time updates, and coordinates with brand marketing to effectively implement.
  • Monitor daily staff schedule, ensuring staff are reporting to work, as well as leaving and taking their breaks on time.
  • Control payroll expense by monitoring shift activity; allowing staff to "early out" during slow periods and verifying accuracy of employee clock-ins/outs in Kronos.
  • Monitor and correct performance of employees by coaching/counseling employees as needed and issuing disciplinary action for all Limousine Services staff, as approved by the Director of Transportation.
  • Ensure shift information and reports are completed prior to the end of the shift and information is passed-down effectively to entire Management team.
  • Ensures the arrival and departure experience for all guests are in accordance with Forbes 5-Star standards and the integrity of the Encore Boston Harbor ambiance is maintained.
  • Conduct systems training (Opera, Go Concierge, Fasttrak) along with Forbes 5-Star service training to all new hires; provide guidance and support on a daily basis.
  • Develop, coach, counsel and provide staff advancement for promotional opportunities.
  • Responsible for the upkeep, maintenance, and cleanliness of all areas of the Limousine Department.
    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.


Requires valid Massachusetts Drivers License.

Education and/or Experience: 

High school degree or equivalent required. Bachelor’s Degree in a related field or equivalent experience preferred.

Minimum 5 years of transportation or related experience required, 3 years in a leadership role preferred.


Requires strong computer skills and proficiency in Microsoft Office.


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.

Knowledge of Massachusetts transportation systems preferred.



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 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.  Ability to decipher various reports and create 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 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 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.
  • Team members may be expected to work outside and may be subject to all weather conditions and subject to varying levels of cold, heat, humidity, precipitation, wind, noise, and vibration. Work may be performed in and or around electrically or mechanically energized equipment. May be required to work in elevated places on ladders, lifts, catwalks, and staging inside and outside of the building. Proper precautions and procedures must be taken including the use of appropriate Personal Protection Equipment (PPE).
  • Reliable, consistent, and punctual attendance is required.


In accordance with our host and surrounding community agreements, we will give preference to properly qualified residents of the cities of (1) Everett, (2) Malden, and (3) Boston, Cambridge, Chelsea, Medford, and Somerville. 



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