MCR Hotels
Overview
Join to apply for the
Front Desk Agent
role at
MCR Hotels
SpringHill Suites Boston Peabody
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.
Shift Handover Reports: Handover reports must be accurate and on time.
Flawless Uniform: Clean, approved uniform, good grooming, nametag, and a smile at all times.
Teamwork
Communication: Clear, honest, professional communication between Team Members.
Can Do Attitude: Willing to stretch beyond traditional role to meet needs.
Collaboration: Commitment to a welcoming environment and positive workplace.
SECTION TWO: Front Desk Agent, Role Specific Duties and Expectations The core mission of the
Front Desk Agent
is to ensure all guests enjoy a friendly arrival and departure experience, while addressing all needs and requests in a timely, efficient and hospitable manner.
Other Duties And Expectations
Check-in/Out Efficiency: All guests checked-in/out in a timely manner. Contact guests after check-in to ensure comfort and identify any needs.
Rate Schedule: Up-to-date understanding of room rates and promotions.
Incoming Mail: Receive and note all incoming mail as required per the daily shift checklist.
SECTION THREE: 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
SECTION FOUR: Qualifications & Requirements Qualifications & Requirements
Experience in a hospitality, service, consumer-facing franchise or related field preferred.
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.
Handle Pace and Pressure: Must work well in stressful, high-pressure situations.
Listening, Conflict Resolution: Effective at listening to, understanding, clarifying, and resolving concerns and issues raised by 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 varied schedules including evenings, nights, weekends, and holidays as needed.
Clock-in/Out: Arrive on time and clock in, clock out at scheduled end time. Do not work off the clock.
Breaks: Clock in/out for breaks as scheduled.
Call Outs: Provide sufficient notice when calling out, per supervisor directions.
Physical Working Demands & Working Environment The physical demands described here are representative of those required to perform essential functions. While performing duties, the employee is regularly required to stand or remain in a stationary position for extended periods, operate computers and office devices, type, and handle supplies up to 25 pounds. The work environment is usually moderate in noise with routine interactions on the floor.
Language + Reasoning Skills
Read, write, understand and communicate effectively in English.
Note:
This job description does not state or imply that these are the only duties to be performed. Employees may be required to follow other job-related instructions and perform other duties as requested. Reasonable accommodations will be made for employees with disabilities, absent undue hardship. The employer reserves the right to change or assign duties. This document does not create an employment contract, and employment is at-will.
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.
More than 7,000 team members; operates hotels under multiple brands.
Named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
Recognized with Marriott Partnership Circle Award and Hilton Legacy Award.
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 of employment for full-time team members
#J-18808-Ljbffr
Front Desk Agent
role at
MCR Hotels
SpringHill Suites Boston Peabody
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.
Shift Handover Reports: Handover reports must be accurate and on time.
Flawless Uniform: Clean, approved uniform, good grooming, nametag, and a smile at all times.
Teamwork
Communication: Clear, honest, professional communication between Team Members.
Can Do Attitude: Willing to stretch beyond traditional role to meet needs.
Collaboration: Commitment to a welcoming environment and positive workplace.
SECTION TWO: Front Desk Agent, Role Specific Duties and Expectations The core mission of the
Front Desk Agent
is to ensure all guests enjoy a friendly arrival and departure experience, while addressing all needs and requests in a timely, efficient and hospitable manner.
Other Duties And Expectations
Check-in/Out Efficiency: All guests checked-in/out in a timely manner. Contact guests after check-in to ensure comfort and identify any needs.
Rate Schedule: Up-to-date understanding of room rates and promotions.
Incoming Mail: Receive and note all incoming mail as required per the daily shift checklist.
SECTION THREE: 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
SECTION FOUR: Qualifications & Requirements Qualifications & Requirements
Experience in a hospitality, service, consumer-facing franchise or related field preferred.
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.
Handle Pace and Pressure: Must work well in stressful, high-pressure situations.
Listening, Conflict Resolution: Effective at listening to, understanding, clarifying, and resolving concerns and issues raised by 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 varied schedules including evenings, nights, weekends, and holidays as needed.
Clock-in/Out: Arrive on time and clock in, clock out at scheduled end time. Do not work off the clock.
Breaks: Clock in/out for breaks as scheduled.
Call Outs: Provide sufficient notice when calling out, per supervisor directions.
Physical Working Demands & Working Environment The physical demands described here are representative of those required to perform essential functions. While performing duties, the employee is regularly required to stand or remain in a stationary position for extended periods, operate computers and office devices, type, and handle supplies up to 25 pounds. The work environment is usually moderate in noise with routine interactions on the floor.
Language + Reasoning Skills
Read, write, understand and communicate effectively in English.
Note:
This job description does not state or imply that these are the only duties to be performed. Employees may be required to follow other job-related instructions and perform other duties as requested. Reasonable accommodations will be made for employees with disabilities, absent undue hardship. The employer reserves the right to change or assign duties. This document does not create an employment contract, and employment is at-will.
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.
More than 7,000 team members; operates hotels under multiple brands.
Named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
Recognized with Marriott Partnership Circle Award and Hilton Legacy Award.
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 of employment for full-time team members
#J-18808-Ljbffr