MCR Hotels
Houseperson – MCR Hotels
Residence Inn Indianapolis NW
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
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.
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 be expected 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.
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.
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.
Role‑Specific Duties and Expectations
Luggage Handling: Store and retrieve luggage or packages for guests in storage areas, as needed.
Cleaning and Trash Management: Clean and maintain the guest hallways, stairwells, service areas and ice rooms. Collect trash from all exterior garbage receptacles, as well as picking up trash and debris from the parking lot, swimming pool area and common grounds. All front and back of house areas should be well‑organized and clean. Collect trash and soiled linen from the housekeeping staff and deliver to the laundry room.
Furniture Upkeep: Monitor placement and condition of public space furniture, report issues to management.
Restocking: Maintain stock levels in guest floor linen closets and guest amenities; replenish amenities and supplies in assigned guestrooms; stock and maintain the housekeeping cart.
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
Experience in 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 differences 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.
Schedule and Travel: Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based on the demands of the hotel.
Clock‑in/Out: Arrive and clock in on time for every shift; clock out at the scheduled shift ending time, unless otherwise directed by supervisor. Never work 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
Stooping: Bending body downward and forward by bending the spine at the waist. Requires full use of the lower extremities and back muscles.
Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, etc.
Balancing: Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces.
Kneeling: Bending legs at the knee to come to rest on one or both knees.
Crawling: Moving about on hands and knees or hands and feet.
Standing: Remaining upright on the feet, particularly for sustained periods of time.
Walking: Moving about on foot to accomplish tasks, especially for long distances or moving from one work site to another.
Repetitive Motions: Making substantial movements of the wrists, hands, and/or fingers.
Lifting: Carrying certain housekeeping items such as linens, trash, or vacuums.
Note This job description does not state or imply 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 authorized person. 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 reserves 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
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
Job Details Location: Indianapolis, IN
Pay: $15.25 per hour
Employment Type: Full‑time
Seniority Level: Entry level
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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
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.
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 be expected 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.
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.
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.
Role‑Specific Duties and Expectations
Luggage Handling: Store and retrieve luggage or packages for guests in storage areas, as needed.
Cleaning and Trash Management: Clean and maintain the guest hallways, stairwells, service areas and ice rooms. Collect trash from all exterior garbage receptacles, as well as picking up trash and debris from the parking lot, swimming pool area and common grounds. All front and back of house areas should be well‑organized and clean. Collect trash and soiled linen from the housekeeping staff and deliver to the laundry room.
Furniture Upkeep: Monitor placement and condition of public space furniture, report issues to management.
Restocking: Maintain stock levels in guest floor linen closets and guest amenities; replenish amenities and supplies in assigned guestrooms; stock and maintain the housekeeping cart.
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
Experience in 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 differences 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.
Schedule and Travel: Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based on the demands of the hotel.
Clock‑in/Out: Arrive and clock in on time for every shift; clock out at the scheduled shift ending time, unless otherwise directed by supervisor. Never work 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
Stooping: Bending body downward and forward by bending the spine at the waist. Requires full use of the lower extremities and back muscles.
Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, etc.
Balancing: Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces.
Kneeling: Bending legs at the knee to come to rest on one or both knees.
Crawling: Moving about on hands and knees or hands and feet.
Standing: Remaining upright on the feet, particularly for sustained periods of time.
Walking: Moving about on foot to accomplish tasks, especially for long distances or moving from one work site to another.
Repetitive Motions: Making substantial movements of the wrists, hands, and/or fingers.
Lifting: Carrying certain housekeeping items such as linens, trash, or vacuums.
Note This job description does not state or imply 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 authorized person. 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 reserves 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
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
Job Details Location: Indianapolis, IN
Pay: $15.25 per hour
Employment Type: Full‑time
Seniority Level: Entry level
#J-18808-Ljbffr