Call Center Specialist - Reservations Encore Boston Harbor in Everett, MA at Encore Boston Harbor

Date Posted: 11/23/2021

Job Snapshot

Job Description

Encore Boston Harbor is a luxury global destination gaming resort that features 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 includes a six-acre park along the water that features a harbor walk, an events lawn, public viewing areas, ornate floral displays and retail and dining experiences that overlook the Encore Harbor Walk. 

The Encore Boston Harbor Specialist – Reservations – Call Center will be responsible for carrying out a variety of tasks to guaranteed the guest satisfaction. This position will respond to guest feedback and address guest complaints as appropriate.  This position is responsible for providing attentive, courteous and efficient service and responding to guests needs while maintaining privacy and professionalism at all times.They will also  communicate daily with other departments such as Accounting, Sales, and Marketing, to assist with ensuring guest satisfaction. The Specialist – Reservations will review department deposit ledger, web notifications, convention bookings, and GDS reservations daily. Assist with inbound non-phone correspondence to the call center including but not limited to emails to room reservations, dining, spa and salon, web requests and faxes.  Specialist will also be responsible for outbound phone calls to follow up on special requests or guest other guest needs.  Responsible for the third-party billing process and communicates with various outlets and accounts receivable to ensure seamless transactions. The Specialist will be able to order amenities and cakes effectively. Responsibilities include but are not limited to maintaining all Encore Standards, supporting management of the call center, and ensuring excellent guest and team member experience.



  • Follows all Encore Boston Harbor core values and property and department standards.
  • Participate in the execution of short-and long-term departmental goals, objectives, policies, and operating procedures.
  • Coordinates and carries out responsibilities to ensure department delivers and maintains a maximum level of property-wide service and satisfaction.
  • Effectively manages internal and external guest relations, some of which will require levels of patience, tact and diplomacy.
  • Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
  • Distribute both positive and negative comments to the appropriate department heads for action.
  • Track and maintain the integrity of our guest resolution compensation programs
  • Monitor the hotel post stay survey system ensuring response time standards are met while looking for ways to improve the system for better guest interactions and feedback.
  • Must have the ability to promote positive, fair, and ethical relations with all team member, with all Encore contractors, and in all interactions within the Host and Surrounding communities, as an ambassador of the Encore brand.
  • Understands and is well versed in the resort, hotel features, and services including all outlets, hours of operation, actives, and events available to guests.
  • Generates reports on quality of call center performance. Notifies management of areas for improvement.
  • 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.

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

Minimum 2 years of call center experience preferred.

Requires general computer skills, basic 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.

Prior knowledge of the following systems is preferred:  FCS, Kronos, BirchStreet, Alice, Medallia (Guest Survey), SpaSoft, SevenRooms, and Opera (billing).

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.  Ability to write detailed instructions and correspondence.  Ability to effectively present information in one-on-one and group situations.

Second language a plus.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and create and maintain reports upon request.  Ability to define problems, collect data, establish facts, and draw valid conclusions. 

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.
  • Reliable, consistent, and punctual attendance is required.

For more information, visit or follow Encore Boston Harbor on InstagramTwitter and Facebook.


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