Housekeeping Shift Manager Encore Boston Harbor

About the role

Encore Boston Harbor is a luxury global destination gaming resort located on the waterfront along the Mystic River and connected to Boston Harbor. It includes a six-acre park along the water with a harbor walk, events lawn, public viewing areas, ornate floral displays, and retail and dining experiences overlooking the harbor.

Responsibilities

• 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.
• Maintains all Encore Standards and ensures excellent guest and team member experience.
• 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.
• Provides training opportunities, constructive and positive feedback to team members within area of responsibility. Creates a motivating environment.
• 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.
• Promotes 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.
• Responsible for assisting in the managing all levels of staff including, quality assurance supervisors, guest room attendants, house person, and utility house person.
• Assists the Senior Manager and Director with daily duties, which include, but are 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.
• Assists with training and staff development.
• Conducts inspections in all guest rooms, hallways and related back of house space in order to maintain a high level of cleanliness.
• Works closely with maintenance manager and engineering department to ensure upkeep of the assigned area(s)/rooms.
• Maintains relevant knowledge of industry through continuing education and training.
• Performs any other job-related duties as assigned.

Age, Gaming And Certifications

Must be 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

• A high school degree or equivalent required.
• A bachelor’s degree in a related field or equivalent experience preferred.
• A minimum of 5 years of Hotel/Housekeeping experience required, 3 years in a leadership role preferred.
• Requires strong computer skills and basic knowledge of Microsoft Office preferred.
• Candidate must have experience with planning and project management.
• Must possess outstanding organizational, interpersonal, and administrative skills, as well as excellent attention to detail.
• Knowledge of union as well as non-union working environments preferred.

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 thirty (30) 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 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.
• In accordance with our host and surrounding community agreements, we will give preference to properly qualified residents of the cities of (1) Everett, (2) Malden, and (3) Boston, Cambridge, Chelsea, Medford, and Somerville.