MCR Hotels
Overview
Hilton Garden Inn Mall of St. Matthews SECTION ONE: MCR Universal Role Standards Executive Summary: CLEANLINESS and FRIENDLINESS! The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. Areas of Excellence Happy Guests Spotless Cleanliness Product Consistency & Quality Teamwork
Duties and Expectations
Happy Guests Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile. Name Use: Use the guests names whenever possible, ensuring they feel properly welcomed. Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores. Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency. Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities. Events: Awareness and support for all groups and events at the hotel. Technology: Understanding of relevant technology for each role. Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting. Spotless Cleanliness Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized. Pitching In: Cleanliness is a team effort; everyone may pitch in to clean guest rooms and public spaces as needed. Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning. Product Consistency & Quality Checklists to 100% Accuracy: All operational checklists completed accurately and on time, every shift. Shift Handover Reports: Handover reports must be accurate and on time. Flawless Uniform: Wear a clean, approved uniform with a nametag and smile at all times. Teamwork Communication: Clear, honest, and professional communication between team members. Can Do Attitude: Willing to stretch beyond traditional roles to meet business and guest needs. Collaboration: Commit to working together to create a welcoming environment and a positive workplace.
Night Auditor Role Specific Duties and Expectations
Audit Management: Complete and send all hotel audit-related reports by the designated time on the overnight checklist. Security: Follow overnight security measures to ensure a safe environment for all team members and guests, including locking exterior entrances at designated times and handling late-arriving guests per protocol. Incoming Mail: Receive and note all incoming mail as required per the daily shift checklist.
Success Metrics
Happy Guests: Management Performance Ratings, Guest Satisfaction Scores/Intent to Return Spotless Cleanliness: GM/AGM Spot Checks, Leadership Walk-throughs, Guest Ratings/Reviews Product Consistency & Quality: Checklist Tracking, Management Performance Ratings, Guest Ratings Teamwork: Management Performance Ratings
Qualifications & Requirements
Experience in a hospitality, service, consumer-facing franchise or related field preferred. Can-Do Attitude: Positive attitude and willingness to learn. Ability to Follow Guidelines: Understand and follow established guidelines and procedures. Handle Pace and Pressure: Work well in stressful, high-pressure situations. Listening, Conflict Resolution: Effective at listening, understanding, clarifying, and resolving concerns of co-workers and guests. Communication Skills: Clear conveyance of information and ideas. Hospitality and Guest Service: Desire to serve all guests. Age Requirement: Must be 18 years of age or older. Schedule and Travel: Willing to work a varied schedule including evenings, nights, weekends, and holidays as needed. Clock-in/Out: Punctual clock-in and clock-out; do not work off the clock. Breaks: Clock in/out for breaks as scheduled. Call Outs: Provide sufficient notice when calling out for a scheduled shift.
Physical Working Demands & Working Environment
The physical demands described here are representative of those required to perform the essential functions of the job. The employee is regularly required to stand or remain in a stationary position for long periods, operate computers and other devices, bend, stoop, lift up to 25 pounds, and move throughout the hotel and rooms. The noise level is usually moderate. Language & Reasoning Skills
Read, write, understand and communicate in English.
Note
This job description does not create an employment contract; employees will be required to follow other job-related instructions as needed. Reasonable accommodations may be made for disabilities to perform essential functions. The employer reserves the right to change or assign duties. This document does not imply at-will employment. Our Company
MCR is the 3rd-largest hotel owner-operator in the United States. Founded in 2006, offices in New York City, Dallas, Chicago, and Richmond, Virginia. MCR has a $5.0 billion portfolio of 148 premium-branded hotels across 37 states and 106 cities. More than 7,000 team members; operates hotels under multiple brands. Awards and recognitions from Marriott and Hilton; notable projects.
What We Offer / Whats in It for You?
Hotel Discounts Weekly Pay Paid Time Off Retirement Options Referral Bonuses Career advancement & upward mobility Health, Dental, Vision Insurance available after 30 days for full-time team members
#J-18808-Ljbffr
Hilton Garden Inn Mall of St. Matthews SECTION ONE: MCR Universal Role Standards Executive Summary: CLEANLINESS and FRIENDLINESS! The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. Areas of Excellence Happy Guests Spotless Cleanliness Product Consistency & Quality Teamwork
Duties and Expectations
Happy Guests Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile. Name Use: Use the guests names whenever possible, ensuring they feel properly welcomed. Guest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores. Recovery: Ability to handle challenging guest situations with hospitality and a sense of urgency. Hotel Knowledge: Strong knowledge of all features of the hotel facility and amenities. Events: Awareness and support for all groups and events at the hotel. Technology: Understanding of relevant technology for each role. Phone Etiquette: Answer all incoming calls with friendly service using the approved greeting. Spotless Cleanliness Sparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized. Pitching In: Cleanliness is a team effort; everyone may pitch in to clean guest rooms and public spaces as needed. Hospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning. Product Consistency & Quality Checklists to 100% Accuracy: All operational checklists completed accurately and on time, every shift. Shift Handover Reports: Handover reports must be accurate and on time. Flawless Uniform: Wear a clean, approved uniform with a nametag and smile at all times. Teamwork Communication: Clear, honest, and professional communication between team members. Can Do Attitude: Willing to stretch beyond traditional roles to meet business and guest needs. Collaboration: Commit to working together to create a welcoming environment and a positive workplace.
Night Auditor Role Specific Duties and Expectations
Audit Management: Complete and send all hotel audit-related reports by the designated time on the overnight checklist. Security: Follow overnight security measures to ensure a safe environment for all team members and guests, including locking exterior entrances at designated times and handling late-arriving guests per protocol. Incoming Mail: Receive and note all incoming mail as required per the daily shift checklist.
Success Metrics
Happy Guests: Management Performance Ratings, Guest Satisfaction Scores/Intent to Return Spotless Cleanliness: GM/AGM Spot Checks, Leadership Walk-throughs, Guest Ratings/Reviews Product Consistency & Quality: Checklist Tracking, Management Performance Ratings, Guest Ratings Teamwork: Management Performance Ratings
Qualifications & Requirements
Experience in a hospitality, service, consumer-facing franchise or related field preferred. Can-Do Attitude: Positive attitude and willingness to learn. Ability to Follow Guidelines: Understand and follow established guidelines and procedures. Handle Pace and Pressure: Work well in stressful, high-pressure situations. Listening, Conflict Resolution: Effective at listening, understanding, clarifying, and resolving concerns of co-workers and guests. Communication Skills: Clear conveyance of information and ideas. Hospitality and Guest Service: Desire to serve all guests. Age Requirement: Must be 18 years of age or older. Schedule and Travel: Willing to work a varied schedule including evenings, nights, weekends, and holidays as needed. Clock-in/Out: Punctual clock-in and clock-out; do not work off the clock. Breaks: Clock in/out for breaks as scheduled. Call Outs: Provide sufficient notice when calling out for a scheduled shift.
Physical Working Demands & Working Environment
The physical demands described here are representative of those required to perform the essential functions of the job. The employee is regularly required to stand or remain in a stationary position for long periods, operate computers and other devices, bend, stoop, lift up to 25 pounds, and move throughout the hotel and rooms. The noise level is usually moderate. Language & Reasoning Skills
Read, write, understand and communicate in English.
Note
This job description does not create an employment contract; employees will be required to follow other job-related instructions as needed. Reasonable accommodations may be made for disabilities to perform essential functions. The employer reserves the right to change or assign duties. This document does not imply at-will employment. Our Company
MCR is the 3rd-largest hotel owner-operator in the United States. Founded in 2006, offices in New York City, Dallas, Chicago, and Richmond, Virginia. MCR has a $5.0 billion portfolio of 148 premium-branded hotels across 37 states and 106 cities. More than 7,000 team members; operates hotels under multiple brands. Awards and recognitions from Marriott and Hilton; notable projects.
What We Offer / Whats in It for You?
Hotel Discounts Weekly Pay Paid Time Off Retirement Options Referral Bonuses Career advancement & upward mobility Health, Dental, Vision Insurance available after 30 days for full-time team members
#J-18808-Ljbffr