Quality Assurance Supervisor- Housekeeping

Encore Boston Harbor; Everett (MA); On-site; USD 50,000 - 65,000; Full time

Job summary

A leading hospitality company is seeking a Quality Assurance Supervisor for Housekeeping to ensure high standards of guest room cleanliness and satisfaction. This role involves overseeing quality control, supporting housekeeping staff, and managing guest experiences. Ideal candidates will have excellent organizational and interpersonal skills, with a strong attention to detail. Join a dynamic team committed to providing exceptional service and maintaining Encore standards.

Qualifications

• Minimum 3 years of relevant experience preferred.
• Must be 21 years of age or above and obtain/maintain Massachusetts Gaming Commission registration.

Responsibilities

• Oversee quality control processes for guest room cleanliness.
• Conduct inspections of guest rooms and hallways.
• Assist with staff training and development.

Skills

Organizational Skills

Interpersonal Skills

Attention to Detail

Communication

Education

High School Diploma

Tools

Microsoft Office

Job description

Quality Assurance Supervisor- Housekeeping

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Company Description

Job Description

The Encore Boston Harbor Supervisor- Quality Assurance – Housekeeping is responsible for overseeing and maintaining the quality of guest room cleanliness. This position supports the Managers and Guest Room Attendants to ensure standards of guest room cleanliness, guest satisfaction, and employee satisfaction are consistently met. Responsibilities include quality control, supporting the housekeeping department, maintaining Encore Standards, and ensuring excellent guest and team member experiences.

JOB RESPONSIBILITIES:

1. Ensure all Encore Boston Harbor core values and property and department standards are implemented and applied.
2. Participate in setting departmental goals, policies, and procedures; monitor effectiveness; implement improvements.
3. Contribute to departmental performance, policy accuracy, confidentiality, and reporting.
4. Enforce internal policies, laws, rules, and regulations within the department.
5. Deliver high levels of property-wide service and satisfaction.
6. Promote effective communication and share best practices across the company.
7. Assist in providing training opportunities for team members.
8. Stay informed about departmental developments.
9. Provide professional guest services, addressing issues with patience, tact, and diplomacy.
10. Manage multiple priorities and meet deadlines in high-pressure situations.
11. Promote positive, fair, and ethical relations with all team members and contractors, representing the Encore brand.
12. Oversee quality control processes for guest room cleanliness, providing daily feedback to staff.
13. Conduct inspections of guest rooms, hallways, and back-of-house spaces to ensure cleanliness standards.
14. Assist with staff training and development.
15. Set clear goals, manage guest satisfaction, and monitor progress.
16. Assist with daily shift duties, including room quality checks, guest requests, and equipment maintenance.
17. Prioritize safety and adhere to safety standards.
18. Maintain industry knowledge through ongoing education and training.
19. Perform other related duties as assigned.

Qualifications

JOB REQUIREMENTS:

• Must be 21 years of age or above and obtain/maintain Massachusetts Gaming Commission registration/license.
• High school diploma or equivalent required; culinary arts, hospitality, or related experience preferred.
• Minimum 3 years of relevant experience preferred.
• Knowledge of Microsoft Office is a plus.
• Excellent organizational, interpersonal skills, and attention to detail.
• Ability to read, interpret documents, respond to inquiries, and communicate effectively in English; second language is a plus.
• Basic mathematical skills and report analysis ability.
• Physical ability to lift at least 50 pounds and perform physical tasks such as standing, walking, climbing, and bending.

Work Environment

• Moderate to loud noise levels; ability to interact professionally with guests and staff.
• Varying work schedules based on business needs.
• Reliable attendance required.

Wynn Resorts is an equal opportunity employer committed to diversity and inclusion.