Lost & Found Representative Encore Boston Harbor in Everett, MA at Encore Boston Harbor

Date Posted: 11/22/2021

Job Snapshot

Job Description

About Encore Boston Harbor  

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.

The Encore Boston Harbor Lost & Found Representative is responsible for coordinating Lost and Found activity, monitoring incoming calls, maintaining security protection. Overseeing all lost and found items for the property, this includes the documentation, retrieval, shipping, and transportation of the items. Responsibilities also consist of exchanging found cash to checks, donating all unclaimed properties, mailing out of claimed items, and providing detailed documentation of all items turned in and its final destinations. This includes, but is not limited to: maintaining processes, scheduling, and supporting department team members and maximizing opportunities for departmental success; 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.
  • Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
  • Manages the Lost & Found office areas, answering all customer and staff’s questions regarding the hotel and casino.
  • 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 incoming phone calls for security assistance throughout 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.
  • Retrieves all lost and found items from selected departments and secures items to their proper area(s).
  • Documents and ships items to guests.
  • Maintains the storage area for the lost and found department.
  • Tracks inventory and reorders supplies needed for the department.
  • Report unsafe or hazardous conditions.
  • Assist guests and team members on directions and proper procedures. Also assists hotel guests in locating their lost property.
  • Composes accident/incident reports and witness statements when necessary.
  • Minimizes opportunities for loss or damage, anticipating potential problems, reacting to disturbances and prohibited conduct.
  • Becomes familiar with hazardous materials used on property, and all applicable laws, rules and regulations governing same.
  • Maintains a working knowledge of Security, as well as special events on property, in order to advise guests and fellow team members of same, whenever possible.
  • Responds to emergency situations as needed.
  • Interacts with guests and team members in a positive, professional manner.
  • Facilitates the flow of information throughout the property, by attending regularly scheduled departmental meetings.
  • Maintains a series of keys, accessing locked areas as necessary.
  • Accepts identification from all persons who appear to under 30 years of age, to ensure compliance with state and federal gaming regulations.
  • 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.

Must be able to acquire and maintain any licensing or active work cards required for this position at all times.

 

Education and/or Experience: 

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

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 understand 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 fifty (50) 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 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.
  • 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).

 

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

CHECK OUT OUR SIMILAR JOBS

  1. Sales Jobs
  2. Customer Service Jobs