mcrhotels.com
Chicago IL O'Hare Hyatt Regency, 9300 Bryn Mawr Ave, Rosemont, Illinois, United States of America
Job Description 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 1. 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.
2. 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 expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
Hospitality While Cleaning:
Always greet every guest happily with a smile, by name if possible, while cleaning.
3. 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.
4. 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.
SECTION TWO: Night Auditor, Role Specific Duties and Expectations ESSENTIAL FUNCTIONS
Primary responsibilities include registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks.
Initiate and complete the End of Day process.
Complete the Night Audit checklist for computer procedures daily.
Balance the day’s work (i.e., miscellaneous revenue, telephone postings, valet laundry, server and desk agent’s paperwork, etc.)
Prepare and distribute the Daily Flash Report as needed.
Transfer the master or house accounts as necessary.
Run morning reports according to MCR and Brand procedures.
Complete any reports as requested by management in a timely manner.
Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
Maintain proper operation of the telephone switchboard.
Answer guest inquiries about hotel service, facilities, and hours of operation.
Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
Assist with breakfast setup in select hotels.
Respond to guest requests in a timely and professional manner.
Maintain confidentiality and security of all guests and hotel information.
Document all guest requests, complaints, or problems immediately and notify designated department for resolving the situation. Follow up to ensure completion and guest satisfaction.
Be aware of all rates, packages, and special promotions.
Be familiar with all in-house groups and high demand/restricted dates.
Take all necessary information when taking room reservations and follow rate quoting scenario.
Be knowledgeable of the front desk computer system.
Log and deliver packages, mail, and messages.
Be knowledgeable of the property and amenities, along with any special events, local area attractions and things to do around the hotel.
Accurately complete the check-in and checkout process.
Uses creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction.
Restocks front desk area and supplies as required or assigned by immediate supervisor.
Perform other duties as assigned.
MINIMUM QUALIFICATIONS:
Must have a positive attitude and willingness to learn.
Demonstrate the ability to multi-task.
Demonstrate the ability to be detail oriented.
Demonstrate the ability to problem solve to effectively deal with internal and external customers.
Must have basic English verbal and written communication skills.
Must work well in stressful, high-pressure situations.
Basic math skills.
Must have the ability to obtain alcohol awareness certification as required by the State.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
Must be able to communicate information and ideas clearly.
Must have a desire to serve all guests.
Must meet the legal age to serve alcoholic beverages (at select properties).
PREFERRED QUALIFICATIONS:
Experience in a hotel or a related field.
Brand knowledge and experience.
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:
Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
Communication Skills:
Must be able to convey information and ideas clearly.
Hospitality and Guest Service:
Must have a desire to serve all guests.
Age Requirement:
Must be 18 years of age or older to perform this job.
Schedule and Travel:
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
Clock-in/Out:
Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor.Neverwork while off the clock.
Breaks:
Clock in/out for breaks at the designated time on your schedule.
Call Outs:
Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift.
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 of time (3-4 hours at a time).
Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
Bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms.
Inspect and visually observe details at close range (within a few feet) and from long range.
The noise level in the work environment is usually moderate (phone ringing, and heavy communication between co-workers and customers).
Language + Reasoning Skills:
Read, write, understand and communicate with others effectively using the English language.
Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments. Employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The Employer retains the right to change or assign other duties to this position.
This document does not create an employment contract, implied or otherwise, other than an at‑will relationship.
Our Company
MCR is the 3rd-largest hotel owner‑operator in the United States.
Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
MCR has a $5.0 billion portfolio of 148 premium‑branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.
MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
MCR is a three‑time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer.
For the TWA Hotel at New York’s JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS), the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA.
What we offer/What’s in it for you?
Weekly Pay
Paid Time Off
Retirement Options
Health, Dental, Vision Insurance—available after 30 days of employment for full‑time team members
Chicago IL O'Hare Hyatt Regency, 9300 Bryn Mawr Ave, Rosemont, Illinois, United States of America
#J-18808-Ljbffr
Job Description 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 1. 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.
2. 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 expect to pitch in to clean guest rooms and public spaces as needed, to ensure the hotel is well-organized and safe.
Hospitality While Cleaning:
Always greet every guest happily with a smile, by name if possible, while cleaning.
3. 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.
4. 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.
SECTION TWO: Night Auditor, Role Specific Duties and Expectations ESSENTIAL FUNCTIONS
Primary responsibilities include registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks.
Initiate and complete the End of Day process.
Complete the Night Audit checklist for computer procedures daily.
Balance the day’s work (i.e., miscellaneous revenue, telephone postings, valet laundry, server and desk agent’s paperwork, etc.)
Prepare and distribute the Daily Flash Report as needed.
Transfer the master or house accounts as necessary.
Run morning reports according to MCR and Brand procedures.
Complete any reports as requested by management in a timely manner.
Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
Maintain proper operation of the telephone switchboard.
Answer guest inquiries about hotel service, facilities, and hours of operation.
Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
Assist with breakfast setup in select hotels.
Respond to guest requests in a timely and professional manner.
Maintain confidentiality and security of all guests and hotel information.
Document all guest requests, complaints, or problems immediately and notify designated department for resolving the situation. Follow up to ensure completion and guest satisfaction.
Be aware of all rates, packages, and special promotions.
Be familiar with all in-house groups and high demand/restricted dates.
Take all necessary information when taking room reservations and follow rate quoting scenario.
Be knowledgeable of the front desk computer system.
Log and deliver packages, mail, and messages.
Be knowledgeable of the property and amenities, along with any special events, local area attractions and things to do around the hotel.
Accurately complete the check-in and checkout process.
Uses creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction.
Restocks front desk area and supplies as required or assigned by immediate supervisor.
Perform other duties as assigned.
MINIMUM QUALIFICATIONS:
Must have a positive attitude and willingness to learn.
Demonstrate the ability to multi-task.
Demonstrate the ability to be detail oriented.
Demonstrate the ability to problem solve to effectively deal with internal and external customers.
Must have basic English verbal and written communication skills.
Must work well in stressful, high-pressure situations.
Basic math skills.
Must have the ability to obtain alcohol awareness certification as required by the State.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
Must be able to communicate information and ideas clearly.
Must have a desire to serve all guests.
Must meet the legal age to serve alcoholic beverages (at select properties).
PREFERRED QUALIFICATIONS:
Experience in a hotel or a related field.
Brand knowledge and experience.
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:
Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
Communication Skills:
Must be able to convey information and ideas clearly.
Hospitality and Guest Service:
Must have a desire to serve all guests.
Age Requirement:
Must be 18 years of age or older to perform this job.
Schedule and Travel:
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
Clock-in/Out:
Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor.Neverwork while off the clock.
Breaks:
Clock in/out for breaks at the designated time on your schedule.
Call Outs:
Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift.
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 of time (3-4 hours at a time).
Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
Bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms.
Inspect and visually observe details at close range (within a few feet) and from long range.
The noise level in the work environment is usually moderate (phone ringing, and heavy communication between co-workers and customers).
Language + Reasoning Skills:
Read, write, understand and communicate with others effectively using the English language.
Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job‑related instructions and to perform any other job‑related duties requested by any person authorized to give instructions or assignments. Employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship. The Employer retains the right to change or assign other duties to this position.
This document does not create an employment contract, implied or otherwise, other than an at‑will relationship.
Our Company
MCR is the 3rd-largest hotel owner‑operator in the United States.
Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
MCR has a $5.0 billion portfolio of 148 premium‑branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.
MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
MCR is a three‑time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer.
For the TWA Hotel at New York’s JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS), the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA.
What we offer/What’s in it for you?
Weekly Pay
Paid Time Off
Retirement Options
Health, Dental, Vision Insurance—available after 30 days of employment for full‑time team members
Chicago IL O'Hare Hyatt Regency, 9300 Bryn Mawr Ave, Rosemont, Illinois, United States of America
#J-18808-Ljbffr