HILTON GARDEN INN CLEVELAND DOWNTOWN
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: Engineer, Role Specific Duties and Expectations
Other Duties and Expectations
- Repair Requests: Respond to all requests from guests for general repairs when requested, confirm and document completion through the electronic work order platform.
- Preventative Maintenance Process: All room and public space Preventative Maintenance work should be kept up to date and on schedule in accordance with the hotel provided PM Program.
- Safety and Health Codes: Ensure all safety measures are followed in accordance with your approved work checklist. Ensure that pool and spa follow area health codes. Report any emergency or life safety concerns to your immediate supervisor and General Manager. Respond to emergency situations using information contained in Material Safety Data sheets.
- Full Property Walks: Conducted, at minimum, at the beginning and end of your scheduled shift. Any maintenance needs should be noted, documented and completed.
- Maintenance Area Upkeep: All maintenance areas should be kept clean and well-organized during shift and prior to departure.
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:
- Technical, Trade or Vocational school degree preferred.
- Work Experience: At least 2 years of work-related experience in a commercial facility, hospitality 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. 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: 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 carry out physical working demands such as:
- Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms.
- Balancing: Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces.
- Stooping: Bending body downward and forward by bending spine at waist. Requires full use of the lower extremities and back muscles.
- Kneeling: Bending legs at 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, 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: Raising objects from a lower to higher positions. Ability to lift 50+ lbs.
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?
- 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
