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Sheraton New York Times Square 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 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.
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.
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: Role Specific Duties and Expectations The Storeroom Clerk at Hilton Miami Blue Lagoon will be responsible to manage the goods and deliveries moving in and out of the hotel. This person will ensure that these deliveries reach the appropriate destinations and logged according to the company's purchasing and procurement standards. Responsibilities: • Verification and acceptance of all incoming goods in respect of volume and quantity. • Ensures that all receiving reports inclusive of food, non-food and beverage are done daily and on a timely basis. • Prepare daily food and beverage requisitions. • Carry out monthly food and beverage inventories. • Update pricing inventory sheets. • Communicate with department managers any storage or discrepancies on requisitions and / or invoices. • Work with Accounts Payable to resolve invoices. • Ensure tidiness and cleanliness in her/his area of responsibility. • Ensure FIFO is followed for all transactions. • Compliance with all federal, state, local and company regulations regarding storage, safety, and sanitation. • Ability to carry/lift 50lbs and push/pull 200lbs. • Perform other duties as requested by manager or special guest requests. Requirements: •High school diploma or general education degree or equivalent •A can-do attitude and a hands-on approach •A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel •Must possess strong computer skills. •Excellent communication and presentation skills required
