Housekeeping Shift Manager 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.

is responsible for overseeing the daily shift operations of the Housekeeping Operations. This position will share responsibility for the financial performance, guest room cleanliness, guest satisfaction, and employee satisfaction as it relates to the operation. This position will manage all Guest Room Attendants and ensure Encore standards of cleanliness and efficiencies are consistently met. Responsibilities include, but are not limited to;

the management of the department strategy and ensuring alignment with overall Encore Boston Harbor strategy; maximizing opportunities for departmental and company success; maintaining all Encore Standards: and ensuring excellent guest and team member experience.

• Ensures all Encore Boston Harbor core values and property and department standards are implemented and applied.
• Manages 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.
• Manages the departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Manages the performance of team members under his/her area of responsibility.
• Monitors all activities of the department to ensure that all applicable internal policies, federal and state laws, rules, regulations and controls property wide are enforced.
• Ensures department delivers and maintains a maximum level of property‑wide service and satisfaction.
• Facilitates communication throughout the property by organizing and presiding over regularly scheduled meetings with team members within the department and with other departments as appropriate to ensure property‑wide communication.
• Responsible for hiring, performance management, and employee engagement within the department. Provides training opportunities, constructive and positive feedback to team members within area of responsibility. Creates a motivating environment.
• Keeps informed of all new developments within the department and makes recommendations designed to maximize department and company success.
• Effectively manages internal and external guest relations, which will 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 member, with all Encore contractors, and in all interactions within the Host and Surrounding communities as an ambassador of the Encore brand.
• Ensures the Encore standards of cleanliness and appearance for all housekeeping areas, which include but not limited to; guest rooms, back of house lockers, and tower public areas.
• Responsible for assisting in the managing all levels of staff including, quality assurance supervisors, guest room attendants, house person, and utility house person.
• Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
• Responsible for the productivity of assigned Guest Room Attendants and House Persons and other team members. Works closely with staff to ensure their success.
• Responsible for assisting with…