Public Area Shift Manager Encore Boston Harbor in Everett, MA at Encore Boston Harbor

Date Posted: 4/30/2022

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 Shift Manager – Public Areas is responsible for overseeing the day to day operations of the department to ensure Encore Boston Harbor standards are maintained by the staff.  This position is also responsible for providing leadership to enhance employee engagement and guest satisfaction. Responsible for maintaining the Encore Boston Harbor standards of service to guests and coworkers at all times.



  • Ensures the Encore Boston Harbor standards of cleanliness and appearance for all areas which include, but is not limited to; restrooms, casino areas, meeting rooms, restaurants, retail areas, restaurants, back of house areas and exterior areas of the
  • Manages all levels of staff including, shift managers, assistant shift managers, coordinators, status board operators, casino porters and utility porters.
  • Maintains a strong working relationship with other departments to enhance the guest experience.
  • Oversees the creation and adjustment of daily shift schedules, payroll, and time of requests.
  • Assists the shift manager and assistant shift managers with the opening and closing shift procedures, which include, but is not limited to; staff, assigning equipment, maintaining accurate equipment control records, checking requests, conducting pre-shifts and daily pass downs.
  • Responsible for employee coaching, counseling, disciplines and performance reviews, unemployment hearings and, HR’s point of contact for PAD.
  • Works with the Operations and Training Managers on training initiatives and staff development plans.
  • Works with the PAD Director on department development plans.
  • Manages and updates the cleaning calendars for the department and coordinates with shift managers for scheduling and completion of work.
  • Works with the PAD Director and Warehouse Manager to maintain equipment and supply inventory necessary to support the department.
  • Assigns performance reviews to the Shift and Assistant Shift Managers.
  • Assists with hiring panels and interview processes.
  • Performs any other job related duties as assigned by the PAD Director, Operations, or Training Managers.
  • Conducts frequent inspections in all front of house, back of house and exterior areas in order to maintain a high level of cleanliness.
  • Works with safety as a priority and follows department and company safety standards.
  • Knows and adheres to Encore Boston Harbor policies and procedures, embraces company culture and takes pride in the resort and amenities.
  • Understands and is well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
  • Attends required manager meetings, employee events, department budget meetings, training classes and incorporates new standards, service knowledge and safety into daily work practices.
  • Awareness of guest experience at all times, smiles and makes eye contact, communicates professionally.
  • Responsible for effectively managing many personality types. Implements a calm environment when under pressure.
  • Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.

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:

Requires a minimum of 2 years leadership in the public areas department or relevant experience.

Combination of education equivalent to a high school diploma or any other combination of education, training and experience that provides the required knowledge, skills and abilities.

Knowledge of PAD procedures, products and chemicals required.

Proven experience in managing people and projects while simultaneously meeting deadlines.

Must be able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.

Must possess excellent communication skills, both verbal and written.

Must have problem negotiation, problem solving & decision making skills.

Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.

Must be available to work all shifts and be able to flex schedule based on business demands.

Candidate must be able to work efficiently within a team environment.

Must be able to work effectively in stressful, high-pressure situations.

Must possess a positive attitude.

Candidate must be well groomed and professional.

Must have an open mind and willingness to learn new processes, concepts, and ways of approaching analysis.

Must have strong customer service skills. Ability to deal with problems involving guests and operational issues while maintaining a positive attitude.

Candidate must maintain the highest levels of confidentiality regarding guests and staff.

Requires proficiency in Microsoft Office specifically Outlook, Word, Excel & PowerPoint.


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 reports and maintain reports on 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 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 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.
  • 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 or follow Encore Boston Harbor on InstagramTwitter and Facebook.


  1. Housekeeping Jobs
  2. Housekeeper Jobs