MCR Hotels
Overview
Hilton Garden Inn Mall of St. Matthews 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
Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile; use guests' names when possible. Guest Satisfaction: All team members work together to contribute to great guest satisfaction scores. Recovery: Handle challenging guest situations with hospitality and 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 incoming calls with friendly service using the approved greeting. Spotless Cleanliness: Maintain sparkling clean workspaces front and back of the house. Pitching In: Cleanliness is a team effort; pitch in to clean guest rooms and public spaces as needed. Hospitality While Cleaning: Greet every guest with a smile, by name if possible, while cleaning. Checklists to 100% Accuracy: Complete operational checklists on schedule every shift. Shift Handover Reports: Ensure handovers are accurate and on time. Uniform & Appearance: Wear a clean, approved uniform with nametag and professional grooming. Communication: Clear, honest, professional communication between team members. Can Do Attitude: Willing to stretch beyond traditional role to meet business needs. Collaboration: Commitment to a welcoming environment and 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 safety, including locking exterior entrances at designated times and handling late arriving guests per procedures. Incoming Mail: Receive and note all incoming mail as required by 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 to, 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: 18 years or older. Schedule and Travel: Willing to work varied schedule including evenings, nights, weekends, and holidays. Clock-in/Out: Arrive and clock in on time; clock out at scheduled end time; never 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 are representative of those required to perform essential functions. The employee is regularly required to: Stand or remain stationary for long periods (3-4 hours). Type on and operate computers and office devices; perform data entry and related tasks. Lift and transport supplies up to 25 pounds and move within the hotel. Inspect and observe details at varying distances. The noise level is typically moderate. Language & Reasoning Skills
Read, write, understand and communicate effectively in English. Note
This job description does not state or imply these are the only duties. Employees may be required to perform other duties as assigned. The employer may change or assign duties. This document does not create an employment contract; at-will employment applies. Reasonable accommodations will be made for disabilities unless undue hardship. Company Info
MCR is the 3rd-largest hotel owner-operator in the United States. Founded in 2006, with 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. Over 7,000 team members; operates hotels under multiple brands. Awards include Fast Company’s 10 Most Innovative Travel Companies of 2020 and various Marriott/Hilton recognitions. 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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Hilton Garden Inn Mall of St. Matthews 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
Guest Relations: Greet guests happily upon arrival and throughout their stay with a smile; use guests' names when possible. Guest Satisfaction: All team members work together to contribute to great guest satisfaction scores. Recovery: Handle challenging guest situations with hospitality and 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 incoming calls with friendly service using the approved greeting. Spotless Cleanliness: Maintain sparkling clean workspaces front and back of the house. Pitching In: Cleanliness is a team effort; pitch in to clean guest rooms and public spaces as needed. Hospitality While Cleaning: Greet every guest with a smile, by name if possible, while cleaning. Checklists to 100% Accuracy: Complete operational checklists on schedule every shift. Shift Handover Reports: Ensure handovers are accurate and on time. Uniform & Appearance: Wear a clean, approved uniform with nametag and professional grooming. Communication: Clear, honest, professional communication between team members. Can Do Attitude: Willing to stretch beyond traditional role to meet business needs. Collaboration: Commitment to a welcoming environment and 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 safety, including locking exterior entrances at designated times and handling late arriving guests per procedures. Incoming Mail: Receive and note all incoming mail as required by 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 to, 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: 18 years or older. Schedule and Travel: Willing to work varied schedule including evenings, nights, weekends, and holidays. Clock-in/Out: Arrive and clock in on time; clock out at scheduled end time; never 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 are representative of those required to perform essential functions. The employee is regularly required to: Stand or remain stationary for long periods (3-4 hours). Type on and operate computers and office devices; perform data entry and related tasks. Lift and transport supplies up to 25 pounds and move within the hotel. Inspect and observe details at varying distances. The noise level is typically moderate. Language & Reasoning Skills
Read, write, understand and communicate effectively in English. Note
This job description does not state or imply these are the only duties. Employees may be required to perform other duties as assigned. The employer may change or assign duties. This document does not create an employment contract; at-will employment applies. Reasonable accommodations will be made for disabilities unless undue hardship. Company Info
MCR is the 3rd-largest hotel owner-operator in the United States. Founded in 2006, with 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. Over 7,000 team members; operates hotels under multiple brands. Awards include Fast Company’s 10 Most Innovative Travel Companies of 2020 and various Marriott/Hilton recognitions. 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