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Sr. Manager - Admin_PAD - Encore Boston Harbor in Everett, MA at Encore Boston Harbor

Date Posted: 5/14/2022

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.


Job Summary:

The Senior Manager - Admin is responsible for assisting the Director Public Areas with the administrative functions of the department and will work alongside and support the Sr. Manager – Operations to solve department issues. This position is also responsible for providing leadership to enhance employee engagement, training & development, and guest satisfaction.   


Job Responsibilities:

  • Responsible for maintaining the EBH standards of service to guests and co-workers at all times.
  • Leads the department training efforts to ensures EBH standards of cleanliness and appearance for all front of house, back of house and exterior areas by working with managers and line staff to communicate job expectations and monitoring results.
  • Responsible for the daily administrative functions of the department which include, but not limited to; interviewing and hiring staff, managing the department bid process, preparing spreadsheets and reports, scheduling meetings, coaching, counseling, and disciplining employees, conducting terminations, initiating, coordinating, and enforcing systems, policies, and procedures.
  • Consistently monitoring and updating department policies and procedures manuals to ensure consistency.
  • Maintains document files for safety, employee investigations, terminations Coordinates with the department management on the development of policies and procedures based on the needs of the department.
  • Implement new employee on-boarding process for the department.
  • Gathers information on operational issues that may need immediate addressing through training.
  • Plans, develops, organizes and monitors training within the department, which includes, but is not limited to; company training initiatives, equipment training, job task training and other training based on the strategic needs of the department.
  • Consistently troubleshoots potential issues and concerns from employees.
  • Responsible for attending Employee Relation meetings, unemployment hearings, board of adjustments, grievances, and arbitration hearings.
  • Works with the Director to develop and organize employee and manager appreciation events.
  • Performs any other duties as assigned by the Director.
  • Responsible for processing and editing payroll, processing time off vacation requests and creating weekly schedules for management staff.
  • Maintains a safe and pristine work environment at all times.
  • Works with the Safety Department to ensure PAD complies with company safety standards.
  • Knows and adheres to EBH policies and procedures, embrace company culture and take pride in the resort and amenities.
  • Understands and well versed in the resort, hotel features and services including all outlets, hours of operation, activities and events available to guests.
  • Attends required training classes and incorporates new standards, service knowledge and safety into daily work practices.
  • Look for opportunities to assist peers, guests, other departments or leaders at all times.
  • Solution oriented, avoiding conflict and gossip, stays on task and promotes teamwork.
  • Awareness of guest experience at all times, smiles and makes eye contact, communicates professionally.
  • Responsible for managing all levels of staff including Sr. Shift Manager, Shift Managers, Assistant Shift Managers, Status Board Operators, Casino Porters and Utility Porters.
  • Responsible for effectively managing many personality types. Implements a calm environment when under pressure.
  • Responsible for providing support to the management team on performance review processes, disciplinary processes and procedures and mediating with employee issues.
  • Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
  • Maintains a strong working relationship with other departments to effectively handle department issues and concerns.
  • Consults regularly with the Director and all department Managers, to provide constructive feedback to help ensure consistency with processes and procedures.
  • Responsible for all hiring practices within the department. Must have the ability to interview and select excellent staff to create an exceptional service culture.
  • Ensures staff is equipped with all tools to serve the guests’ needs by consistently setting clear expectations and communicating department goals.
  • Must be able to effectively deal with internal and external guests, some of whom will require levels of patience, tact and diplomacy. Responsible for addressing guest issues.
  • Must maintain a complete knowledge of industry through continuing education and training.

Job Requirements

  • Requires a minimum of 5 years’ leadership experience, preferably in a large hotel or casino environment. 5 years’ experience in a training / employee relations / education environment.
  • Proven experience in managing multiple priorities simultaneously and meeting deadlines.
  • Must possess excellent communication skills, both verbal and written.
  • Candidate should possess feedback skills at all levels; push back, challenge status quo in and out of the office and strong motivational feedback.
  • 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 able to work proficiently with deadlines and disciplined to work without constant guidance and supervision.
  • Ability to compute basic mathematical calculations. Ability to decipher various reports and create reports upon request.
  • Weekend availability. Schedule for this position is not set.  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, “whatever it takes” 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.
  • Must be able to satisfactorily communicate English with guests, management, and other associates to their understanding. Additional foreign language a plus.
  • Combination of education equivalent to graduation from high school (High school diploma) or any other combination of education, training and experience that provides the required knowledge, skills and abilities. College degree preferred.
  • Must be 21 years of age or older.
  • Knowledge of public area processes and procedures preferred.

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