Shift Manager- Housekeeping

Wynnresorts; Everett (MA); On-site; USD 65,000 - 74,000; Full time

Job summary

Encore Boston Harbor is seeking a seasoned Housekeeping Supervisor with strong leadership experience to manage a team and ensure peak department performance.

You will coach staff, drive service excellence, and maintain cleanliness standards across guest rooms and public areas, while aligning with safety policies and company values.

Qualifications

• High School diploma or equivalent required.
• Bachelor's Degree in a related field or equivalent experience preferred.

Responsibilities

• Ensures Encore Boston Harbor core values and department standards are applied.
• Manages short- and long-term departmental goals, policies, and procedures; monitors effectiveness.
• Manages departmental performance, policies, and records; reports.
• Hires, trains, and develops team members; maintains engagement.
• Ensures compliance with internal policies and state/federal regulations.
• Drives guest satisfaction and ambassador-level service across the department.
• Leads regular cross-department communication and staff meetings.
• Oversees daily shift duties and station coverage; supports daily operations.
• Inspects rooms and spaces to maintain cleanliness and safety standards.
• Collaborates with maintenance and engineering to uphold property upkeep.

Skills

Leadership experience

Staff management

Project management

Microsoft Office

Communication

Education

High School diploma or equivalent

Bachelor's degree in related field preferred

Tools

Microsoft Office

Job description

Salary Pay: $65,000.00- $74,000.00

JOB 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.

JOB REQUIREMENTS

• 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 essential functions.

Age, Gaming and Certifications:

• 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:

• High School degree or equivalent required. Bachelor's Degree in a related field or equivalent experience preferred.
• Minimum 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 detai