Chicago ORD IL Hyatt Regency
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: Role Specific Duties and Expectations
- The Shuttle Driver at Hyatt Regency O'Hare Chicago is responsible for driving the hotel’s shuttle, providing safe transportation for hotel guests. Additional destinations and driving tasks may be assigned by management. Additional responsibilities when the shuttle is not operating are assisting Housekeeping and Maintenance Departments.
Responsibilities:
- Safe and efficient driving while obeying all laws, transporting guests
- Assist guests with luggage as needed (can be heavy lifting)
- Assist guests with hotel and area information
- Maintain clean and neat appearance of shuttle van
- Monitor shuttle van maintenance needs
- Provide a clean and safe environment for guests
- Clean and maintain common areas of the property including the parking lot
- Deep cleaning of assigned areas
- Set up and maintain complimentary hotel lobby functions
- Clean and set up meeting room functions as needed
- Deliver service items to guest rooms upon requests from the front desk
- Ensure efficient completion of daily assignments in a timely manner
- Report all safety, maintenance and housekeeping concerns to management
- Attend and participate in all mandatory training
- Flexible with schedule and assignments
- Maintain effective performance under pressure
- Follow proper procedures for lost and found items
- Follow guest safety procedures
- Follow guest requests, i.e., do not disturb signs, change of linen or terry
- Acknowledge and greet guests in public spaces
- Review daily inventory of supplies needed to complete assignments
- May perform other similar duties as requested by the supervisor
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:
- CDL Required
- Work Experience: Experience in a hospitality, service, consumer-facing franchise or related field preferred.
- Must have a positive attitude and willingness to learn.
- Ability to follow instructions, assigned tasks, and meet deadlines.
- Always provide friendly service with a smile to guests.
- Flexible schedule with availability days, nights, holidays, and weekend based on the demands of the hotel.
- Must 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 manager. Never work while clocked out.
- Must clock in/out for breaks at the designated time on your schedule.
- Must 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:
- Standing: Remaining upright on the feet, particularly for sustained periods of time.
- Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
- Repetitive Motions: Making substantial movements (motions) of the wrists, hands, and/or fingers.
- Lifting: Lifting and moving guest luggage
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?
- 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
