Quality Assurance Supervisor- Housekeeping

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 excellent guest and team member experience. 

JOB RESPONSIBILITIES:  

• 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.

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. Culinary arts, hospitality or a related education or experience preferred.

Minimum 3 years of experience preferred.

Knowledge of Microsoft Office a plus.

Outstanding organizational and interpersonal skills as well as excellent attention to detail.

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. Conversational English required, second language a plus.  Ability to write instructions.  Ability to present information.

Mathematical Skills & Reasoning Ability:

Ability to compute basic mathematical calculations. Ability to decipher various reports and maintains reports upon 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 regularly 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 fifty (50) 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 the 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.
• Reliable, consistent, and punctual attendance is required.

Wynn Resorts is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Wynn Resorts does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.