Employee Services Supervisor Encore Boston Harbor in Everett, MA at Encore Boston Harbor

Date Posted: 12/21/2021

Job Snapshot

Job Description

ABOUT ENCORE BOSTON HARBOR 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. 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 Supervisor, Employee Services will drive the goals and daily operations of the Employee Services team. Responsibilities include but are not limited to: managing a team to offer exceptional internal service through staffing our HR Concierge, and embracing the role of being the first point of contact for all HR questions on topics such as benefits, policies, how to access the self-service portal, and payroll.



  • Deliver and maintain a maximum level of property-wide service and satisfaction to all team members.
  • Deliver exceptional and timely internal service and respond directly to employee requests via the HR Concierge.
  • Oversee employee self-service portal support including login troubleshooting and basic navigation.
  • Manage the distribution of employee badges, ID cards, MBTA passes and parking passes for team members.
  • Professionally and accurately train and lead the team in responding to questions regarding policies, benefits, payroll, and any other HR related matter.
  • Assist team members with making appointments with Employee Relations.
  • Liaise with Shared Services in Las Vegas for Benefits and Payroll to ensure that a high-level end user experience is maintained for all property team members.
  • Ensure that company initiatives, workplace compliance campaigns and company milestone events are supported through active knowledge of event calendars.
  • Troubleshoot and provide functional support to maintain service levels while referring employees to appropriate departments as needed.
  • Develop an expert knowledge of HR policies and procedures in order to provide policy and procedural guidance and interpretation.
  • Provide professional, tactful and discrete communications when handling sensitive and/or confidential information whether responding over the phone, in email, or in face to face team member interactions.
  • Analyze data and prepares charts/graphs to display results
  • Lead the team in displaying never-ending positivity, enthusiasm and a passion for making others feel accepted, valued, happy and inspired.
  • Contribute to any Human Resources related projects as requested.
  • Adhere to all Encore Boston Harbor core values and property and department standards.
  • Follow all applicable internal policies, federal and state laws, rules, regulations and controls property wide.
  • Balance multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.

Work with safety as a priority and follows department and company safety standards.

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 (E.G. Business or Human Resources) or equivalent experience preferred.
  • A minimum of 3-5 years of progressively responsible experience in human resources, payroll, employee call center, and/or customer service required. A minimum of 1 year of experience in managing/supervising staff is preferred.
  • Requires proficiency in Microsoft Office (Word, Excel, PowerPoint) preferred.
  • Experience with online employee portals desirable.
  • Must possess excellent attention to detail.
  • Ability to communicate complex concepts into simple, user-friendly messages for multiple employees’ backgrounds.
  • Strong organization and time management skills that enable the team to prioritize and manage a high volume of detailed work with conflicting priorities in a fast-paced environment.
  • Excellent communication skills to facilitate routine and accelerated work requests.
  • Must possess the desire to quickly and accurately resolve issues in a professional, sensitive, confidential, and courteous customer-focused manner.
  • Must demonstrate the desire to acquire and maintain knowledge of relevant HR programs, processes, technology, and policies in order to function as a resource for team members.
  • Passion for solving employee problems and cultivating a culture where employees feel truly heard and helped.
  • A positive and professional team player attitude that works well under pressure and is flexible and responsible

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 team members 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 and Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and create 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, 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.


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