FCC & Maintenance Dispatch (Steady Extra) - Encore Boston Harbor

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. 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 Fire Command Center & Maintenance Dispatch will be responsible for oversee a team of dispatchers responsible for receiving, and relaying information, instructions and work orders to facilities team leaders under standard and emergency conditions.  The Lead will receive, record, and report on information regarding work performed, work in progress and requests for assistance. This position responds to all inbound communication in the Fire Command Center, serving as a primary point of contact for the local public safety issues.  Responsibilities include, but are 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.
• Assists in providing training opportunities for team members.
• Keeps informed of all new developments within the department.
• Effectively manages internal and external guest relations, which may require levels of patience, tact and diplomacy. Responsible for addressing guest and team member issues as appropriate. 
• Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
• Must have the ability to promote positive, fair, and ethical relations with all team members, with all Encore contractors, and in all interactions within the Host and Surrounding Communities, as an ambassador of the Encore brand.
• Communicates property maintenance needs through radio, phone, and other means to facilities team leads. Oversees team of dispatchers to carry out communication. Responds to requests and needs from Leads, Managers, and technicians.
• Oversees routing and dispatch of technicians and team leads.
• Updates on the status of work-in-progress and to have orders dispatched for turn-ons, shut-offs, emergencies and other repairs; checks orders for completeness and accuracy
• Receives calls from internal departments and guests regarding emergency turn-ons, shut-offs, no water or low pressure complaints and other repairs, hazardous conditions and emergencies; prioritizes requests for action; answers customer inquiries.
• Enters comments on fieldwork performed, actions taken and other information in customer account records
• Schedules inspections for pipe installation, pressure tests, certificates of occupancy, health samples and fire hydrant installations
• Schedules meter readers, turn-ons, shut-offs, meter box replacements, meter repairs, meter locations and inspection appointments.
• Notifies police, fire department and other departments, agencies and/or utilities of emergencies involving their areas of responsibility.
• Reviews and distributes completed work orders
• Maintains memoranda, records and files, including division activity records, labor logs, work orders, inventories, monthly activity reports, fire hydrant reports and permits, and necessary FCC records.
• 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.

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.

Valid Massachusetts Driver License Preferred.

Education and/or Experience: 

High school or equivalent degree required.

Minimum of 3 years of office, administrative, customer service or related experience preferred.

Public safety dispatch experience a plus.

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.

Knowledge of basic hand and power tools and testing equipment and materials. Knowledge of chemicals, SDS personal protection equipment, sanitation, and OSHA guidelines required.

Knowledge of FCC-approved codes and radio procedures required.

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 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 regularly required to reach with hands and arms, and to sit, climb or balance, and stoop, stretch, bend, kneel, crouch, or crawl. The team member is required to detecting abnormalities in the operation of equipment using sight, sound and smell.

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 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 loud.  When on the casino, kitchen, 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.

All your information will be kept confidential according to EEO guidelines.