MCR Hotels
Overview
Tallahassee, FL Home2 Executive Summary The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. CLEANLINESS and FRIENDLINESS! 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 are completed accurately and at the designated times, every shift. Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication. Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times. Teamwork Communication: Communication between Team Members should be clear, honest, and professional. Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests. Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace. Assistant General Manager – Role Specific Duties and Expectations
Other Duties And Responsibilities
Daily Supervision: Conduct daily walks including guest rooms and public spaces to ensure friendly service, cleanliness and testing of mechanical equipment; verify daily room inspections and adherence to cleanliness standards. Training: Provide one-on-one training to new team members on service and checklist expectations. Shift Management: Ensure Guest Service team members provide friendly service and that guest needs are met. Check-in/Check-out: Greet guests with a smile and supervise peak check-in/check-out times and meal periods. Culture Building: Foster an environment of happy team members and happy guests. Room Inspections: Verify daily room inspections and adherence to cleanliness standards. Inventory Management: Assist with required inventory counts as dictated by the General Manager. Onboarding Support: Aid in onboarding of new team members to ensure onboarding checklist adherence. Time Clock Oversight: Support the General Manager in reviewing previous day time punches following policy. Auditing: Complete Daily Summary and Night Audit processes per policy. Reporting: Start and complete shift handover reports; upload daily reports to the MCR storage platform. Purchase Order Process: Route purchases through the correct PO process; invoices submitted through approved accounts payable system; use only MCR approved vendors. Invoice Signoff: Process and/or accrue invoices to the proper time period. Quality Assurance: Oversee adherence to brand standards; conduct self-audits and respond to broader audits as needed. Safety: Ensure fire and life safety inspections are current and deficiencies corrected. Escalating Opportunities: Review service or delivery failures and escalate as needed. Preventative Maintenance: Confirm preventative maintenance tasks are performed and checked for quality. Adherence to Work Schedules: Ensure team members adhere to schedules and manage shift coverage. Shift Coverage: Be prepared to cover open department head positions when necessary. Success Metrics
Happy Guests
Management Performance Ratings Guest Satisfaction Scores/Intent to Return Spotless Cleanliness
GM/AGM Spot Checks Leadership Walk-throughs (RVP, etc.) Guest Ratings/Reviews Product Consistency & Quality
Checklist Tracking Management Performance Ratings Guest Ratings Teamwork
Management Performance Ratings Qualifications & Requirements
Qualifications
Can-Do Attitude: Must have a positive attitude and willingness to learn. Ability to Follow Guidelines: Must be able to understand and follow established guidelines and procedures. Evaluation and Decision-Making: Must be able to evaluate and select among alternative courses of action quickly and accurately. Handle Pace and Pressure: Must work well in stressful, high-pressure situations and maintain composure under pressure. Listening, Conflict Resolution: Must be effective at listening to, understanding, clarifying, and resolving concerns of coworkers and guests. Financial Skills: Must be able to work with and understand financial information and data, and basic arithmetic functions. Other Required Skills: Must be attentive to detail and meet deadlines. Technology: Proficient in Windows, Company-approved spreadsheets and word processing. Communication Skills: Clear conveyance of information and ideas. Hospitality and Guest Service: Lead team members to provide friendly service with a smile. Certifications and Licenses: Legal age to serve alcoholic beverages (at select properties); valid Driver's License required. Market Knowledge: Basic market knowledge. Age Requirement: 18 years or older. Schedule and Travel: Willing to work a varied schedule including evenings, nights, weekends and holidays. Education: Bachelor’s or Associate’s Degree Preferred. Work Experience: Previous supervisory experience preferred; progressive hospitality/restaurant/service industry experience preferred. Physical Working Demands & Working Environment
The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to: Stand or remain in a stationary position for long periods (3-4 hours). Type on computers and operate office equipment; perform data entry and basic tasks. Lift and transport supplies up to 25 pounds; move throughout the hotel and rooms. Inspect and observe details at various ranges. The noise level is moderate; travel may be required. Language and Reasoning Skills
To perform the duties of this job, an individual must be able to: Read, write, understand and communicate effectively in English. Read and interpret English documents such as safety rules and procedures. Write routine reports and correspondence in English with proper grammar. Speak effectively in English before groups of customers or employees. Read and interpret business records and statistics in English. Note: This job description does not state or imply that these are the only duties; employees may be asked to perform other job-related duties. Reasonable accommodations will be made to enable employees with disabilities to perform essential functions, absent undue hardship. The Employer reserves the right to change or assign other duties. 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 with 22,000+ guestrooms across 37 states and 106 cities. MCR employs over 7,000 team members; operates hotels under 9 Marriott brands, 8 Hilton brands and unflagged hotels. Award highlights: Fast Company’s 10 Most Innovative Travel Companies (2020); Marriott Partnership Circle Award; Hilton Legacy Award; ALIS awards for TWA Hotel project. What we offer / What’s 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
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Tallahassee, FL Home2 Executive Summary The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. CLEANLINESS and FRIENDLINESS! 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 are completed accurately and at the designated times, every shift. Shift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication. Flawless Uniform: All Team Members must wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times. Teamwork Communication: Communication between Team Members should be clear, honest, and professional. Can Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests. Collaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace. Assistant General Manager – Role Specific Duties and Expectations
Other Duties And Responsibilities
Daily Supervision: Conduct daily walks including guest rooms and public spaces to ensure friendly service, cleanliness and testing of mechanical equipment; verify daily room inspections and adherence to cleanliness standards. Training: Provide one-on-one training to new team members on service and checklist expectations. Shift Management: Ensure Guest Service team members provide friendly service and that guest needs are met. Check-in/Check-out: Greet guests with a smile and supervise peak check-in/check-out times and meal periods. Culture Building: Foster an environment of happy team members and happy guests. Room Inspections: Verify daily room inspections and adherence to cleanliness standards. Inventory Management: Assist with required inventory counts as dictated by the General Manager. Onboarding Support: Aid in onboarding of new team members to ensure onboarding checklist adherence. Time Clock Oversight: Support the General Manager in reviewing previous day time punches following policy. Auditing: Complete Daily Summary and Night Audit processes per policy. Reporting: Start and complete shift handover reports; upload daily reports to the MCR storage platform. Purchase Order Process: Route purchases through the correct PO process; invoices submitted through approved accounts payable system; use only MCR approved vendors. Invoice Signoff: Process and/or accrue invoices to the proper time period. Quality Assurance: Oversee adherence to brand standards; conduct self-audits and respond to broader audits as needed. Safety: Ensure fire and life safety inspections are current and deficiencies corrected. Escalating Opportunities: Review service or delivery failures and escalate as needed. Preventative Maintenance: Confirm preventative maintenance tasks are performed and checked for quality. Adherence to Work Schedules: Ensure team members adhere to schedules and manage shift coverage. Shift Coverage: Be prepared to cover open department head positions when necessary. Success Metrics
Happy Guests
Management Performance Ratings Guest Satisfaction Scores/Intent to Return Spotless Cleanliness
GM/AGM Spot Checks Leadership Walk-throughs (RVP, etc.) Guest Ratings/Reviews Product Consistency & Quality
Checklist Tracking Management Performance Ratings Guest Ratings Teamwork
Management Performance Ratings Qualifications & Requirements
Qualifications
Can-Do Attitude: Must have a positive attitude and willingness to learn. Ability to Follow Guidelines: Must be able to understand and follow established guidelines and procedures. Evaluation and Decision-Making: Must be able to evaluate and select among alternative courses of action quickly and accurately. Handle Pace and Pressure: Must work well in stressful, high-pressure situations and maintain composure under pressure. Listening, Conflict Resolution: Must be effective at listening to, understanding, clarifying, and resolving concerns of coworkers and guests. Financial Skills: Must be able to work with and understand financial information and data, and basic arithmetic functions. Other Required Skills: Must be attentive to detail and meet deadlines. Technology: Proficient in Windows, Company-approved spreadsheets and word processing. Communication Skills: Clear conveyance of information and ideas. Hospitality and Guest Service: Lead team members to provide friendly service with a smile. Certifications and Licenses: Legal age to serve alcoholic beverages (at select properties); valid Driver's License required. Market Knowledge: Basic market knowledge. Age Requirement: 18 years or older. Schedule and Travel: Willing to work a varied schedule including evenings, nights, weekends and holidays. Education: Bachelor’s or Associate’s Degree Preferred. Work Experience: Previous supervisory experience preferred; progressive hospitality/restaurant/service industry experience preferred. Physical Working Demands & Working Environment
The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to: Stand or remain in a stationary position for long periods (3-4 hours). Type on computers and operate office equipment; perform data entry and basic tasks. Lift and transport supplies up to 25 pounds; move throughout the hotel and rooms. Inspect and observe details at various ranges. The noise level is moderate; travel may be required. Language and Reasoning Skills
To perform the duties of this job, an individual must be able to: Read, write, understand and communicate effectively in English. Read and interpret English documents such as safety rules and procedures. Write routine reports and correspondence in English with proper grammar. Speak effectively in English before groups of customers or employees. Read and interpret business records and statistics in English. Note: This job description does not state or imply that these are the only duties; employees may be asked to perform other job-related duties. Reasonable accommodations will be made to enable employees with disabilities to perform essential functions, absent undue hardship. The Employer reserves the right to change or assign other duties. 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 with 22,000+ guestrooms across 37 states and 106 cities. MCR employs over 7,000 team members; operates hotels under 9 Marriott brands, 8 Hilton brands and unflagged hotels. Award highlights: Fast Company’s 10 Most Innovative Travel Companies (2020); Marriott Partnership Circle Award; Hilton Legacy Award; ALIS awards for TWA Hotel project. What we offer / What’s 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