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Glen Allen VA HGI 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: General Manager, Role Specific Duties and Expectations The core mission of the General Manager is to ensure cleanliness and friendly service in the hotel with every room online, every day and night. The General Manager is responsible for ensuring that all managers and team members are executing their daily responsibilities and checklists. Other Duties and Expectations
Daily Supervision: Daily walks must be conducted including guest rooms and public spaces to ensure friendly service, cleanliness and testing of mechanical equipment to ensure all pieces are in working order. Verify that all rooms are inspected daily, confirm adherence to all cleanliness standards noted on the room inspection checklist. Onboarding: Responsible for the onboarding of new incoming team members to provide friendly service and ensure all processes noted on the onboarding checklist for a new hire are adhered to. Auditing: All Daily Summary and Night Audit processes are completed in accordance with the policy. Reporting: Shift handover reports should be started and completed on each shift. Signing off on and uploading the required daily reports to the MCR report storage platform. Quality Assurance: Oversee that all brand standards approved by MCR are adhered to in accordance with the brand's Quality Assurance expectations and friendly service. This will include conducting self-audits provided by the brand and making any necessary corrections based on broader audits conducted by the property’s regional vice president. Uphold Attire Standards: Require team members to be in the proper MCR approved uniform, including name tags and to happily greet guests with a smile. Safety: Certify that all fire and life safety inspections are current and/or up to date. All deficiencies should be corrected. Preventative Maintenance: Confirming that preventative maintenance tasks have been performed and checked visually for quality and consistency. Adherence to Work Schedules: See that all team members are adhering to their established work schedule. Displace shifts in departments on a weekly basis as determined by the hotel established schedule and in the event of a line level shift call-out. Teaching: Builds a culture of learning including safety to make mistakes Training: Ensuring staff has required functional expertise in each role Development: Communicating future growth opportunities and career paths Coaching: Daily Moment-to-moment feedback presented with candor and positivity Time Clock Management: Complete a review of previous day team member time clock punches in accordance with the policy. Purchase Order Process: Every purchase should go through the correct purchase order process and all invoices should be submitted through the approved accounts payable system. Invoice Signoff: All invoices should always be processed and/or accrued to the proper time period. Inventory Management: Keep MCR approved storage clean and always follow the inventory program.
SECTION THREE: Success Metrics Happy Guests
Management Performance Ratings Guest Satisfaction Scores/Intent to Return
Spotless Cleanliness
Leadership Walk-throughs (RVP, etc.) Guest Ratings/Reviews
Product Consistency & Quality
Checklist Tracking RVP Performance Ratings Guest Ratings
Teamwork
RVP Performance Ratings
SECTION FOUR: 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 and objectivity under pressure. Listening, Conflict Resolution: Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers 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: Must be proficient in Windows operating systems, Company approved spreadsheets and word processing. Communication Skills: Must be able to convey information and ideas clearly. Hospitality and Guest Service: Leads team members to always provide friendly service with a smile to guests. Certifications and Licenses: Must meet the legal age to serve alcoholic beverages (at select properties). A valid Driver's License is required. Market Knowledge: Basic market knowledge. 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. Education: Bachelor’s or Associate’s Degree Preferred. Work Experience: Previous supervisory experience preferred. Progressive experience in the hospitality, hotel, restaurant, or service industry, including Rooms and Food & Beverage departments 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 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. Travel may be required. The noise level in the work environment is usually moderate (phone ringing, and heavy communication between co-workers and customers).
Language and Reasoning Skills: To perform the duties of this job, an individual must be able to:
Read, write, understand and communicate with others effectively using the English language. Read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals. Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style. Ability to speak effectively in English before groups such as customers or employees. Read and interpret business records and statistical reports in English.
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.
