Shift Manager- Housekeeping

Wynn Resorts•Everett, MA

2d•$65,000 - $74,000•Onsite

About The Position

Encore Boston Harbor is seeking a Shift Manager for Housekeeping. This role is responsible for ensuring all Encore Boston Harbor core values and property and department standards are implemented and applied. The Shift Manager will manage short- and long-term departmental goals, objectives, policies, and operating procedures, monitoring and evaluating operational effectiveness and making necessary changes for improvement. They will also manage departmental performance, accuracy, confidentiality, and thoroughness of policies and procedures, as well as records and reports. The position involves managing the performance of team members, ensuring compliance with all applicable internal policies, federal and state laws, rules, regulations, and controls. A key aspect of this role is ensuring the department delivers and maintains a maximum level of property-wide service and satisfaction, facilitating communication through regular meetings, and being responsible for hiring, performance management, and employee engagement. The Shift Manager will provide training opportunities, constructive feedback, and create a motivating environment. They will stay informed of new developments within the department, make recommendations for success, and effectively manage internal and external guest relations with patience, tact, and diplomacy, addressing guest and team member issues as appropriate. This role requires managing multiple priorities simultaneously, meeting deadlines in stressful situations, and promoting positive, fair, and ethical relations with team members, contractors, and the community as an ambassador of the Encore brand. The Shift Manager is responsible for maintaining Encore standards of cleanliness and appearance in all housekeeping areas, including guest rooms, back-of-house lockers, and tower public areas. They will assist in managing all levels of staff, including quality assurance supervisors, guest room attendants, and house persons, providing clear direction, setting goals, and monitoring progress. The role also involves overseeing the productivity of assigned staff, assisting with daily shift duties, and supporting the Senior Manager and Director with tasks such as room quality control, guest requests, key tracking, daily pass downs, conducting pre-shifts, overseeing special projects, and maintaining equipment and supplies. Assisting with training and staff development, conducting inspections in guest rooms and related areas, and collaborating with the maintenance and engineering departments for upkeep are also key responsibilities. The Shift Manager must maintain relevant industry knowledge through continuing education and training and perform any other job-related duties as assigned.

Requirements

21 years of age or above.
Will be required to obtain and maintain registration or a license issued by the Massachusetts Gaming Commission.
High School degree or equivalent required.
Minimum 5 years of Hotel/Housekeeping experience required.
Candidate must have experience with planning and project management.
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.
Ability to write detailed instructions and correspondence.
Ability to effectively present information in one-on-one and group situations.
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.
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.
Must be able to interact with internal and external guests in a professional manner.
Reliable, consistent, and punctual attendance is required.

Nice To Haves

Bachelor’s Degree in a related field or equivalent experience preferred.
3 years in a leadership role preferred.
Requires strong computer skills and basic knowledge of Microsoft Office preferred.
Knowledge of union as well as non-union working environments preferred.
second language a plus.

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.
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 daily shift duties.
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.
Responsible for assisting 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. 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.