Housekeeping Supervisor; Quality Assurance 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, the resort 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 Supervisor – Quality Assurance – Housekeeping is responsible for overseeing and maintaining the quality of the guest room cleanliness. This position supports the Managers and the Guest Room Attendants to ensure that guest room cleanliness, guest satisfaction, and employee satisfaction standards are consistently met. This includes, but is not limited to, fulfilling quality control and other job responsibilities to support the housekeeping department and maximizing opportunities for success;

maintaining all Encore Standards; and ensuring an excellent guest and team member experience.

• 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 departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures; records and reports.
• Follows that all applicable internal policies, federal and state laws, rules, regulations and property‑wide controls 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.
• Provides professional internal and external guest services, 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.
• Oversees quality control processes for guest room cleanliness, provides daily feedback to housekeeping team members regarding performance and opportunities for improvement.
• Conducts inspections in all guest rooms, hallways and related back‑of‑house space in order to maintain a high level of cleanliness.
• Responsible for assisting with training and staff development.
• Provides clear direction, establishes goals and appropriate time frames, manages overall guest satisfaction, and monitors progress to achieve desired results.
• Responsible for assisting with daily shift duties.
• Assisting the manager with daily duties, which include, but not limited to: room quality control, guest requests, tracking keys, daily pass‑downs, conducting pre‑shifts, overseeing special projects, maintaining equipment and supplies necessary to support the department.
• 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…