Job DescriptionLocation: Towneplace Suites Hershey\n \nSECTION ONE: MCR Universal Role Standards\n \nEXECUTIVE SUMMARY\n \nCLEANLINESS and FRIENDLINESS!\nThe MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.\n \nAREAS OF EXCELLENCE\n\nHappy Guests \nSpotless Cleanliness\nProduct Consistency & Quality\nTeamwork\n\n \nDuties and Expectations \n1. Happy Guests\n\nGuest Relations: Greet guests happily upon arrival and throughout their stay with a smile.\nName Use: Use the guests’ names whenever possible, ensuring they feel properly welcomed.\nGuest Satisfaction: All Team Members work together to contribute to great guest satisfaction scores.\nRecovery: Ability to handle challenging guest situations with hospitality and a sense of urgency.\nHotel Knowledge: Strong knowledge of all features of the hotel facility and amenities.\nEvents: Awareness and support for all groups and events at the hotel.\nTechnology: Understanding of relevant technology for each role.\nPhone Etiquette: Answer all incoming calls with friendly service using the approved greeting.\nSparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.\nPitching 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.\nHospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.\nChecklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.\nShift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.\nFlawless 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.\n\n2. Spotless Cleanliness\n\nSparkling Clean Workspaces: All areas, both front and back of the house, should be kept clean and well-organized.\nPitching 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.\nHospitality While Cleaning: Always greet every guest happily with a smile, by name if possible, while cleaning.\n\n3. Product Consistency & Quality\n\nChecklists to 100% Accuracy: All operational checklists are completed accurately and at the designated times, every shift.\nShift Handover Reports: Handover reports must be accurate and on time, for effective shift-to-shift communication.\nFlawless 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.\n\n4. Teamwork\n\nCommunication: Communication between Team Members should be clear, honest, and professional.\nCan Do Attitude: Willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.\nCollaboration: All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.\n\nSECTION TWO: Housekeeper, Role Specific Duties and Expectations\nThe Housekeeper is responsible for cleaning and preparing guest rooms, hallways, and public areas in the hotel.\n \n\nPre-Cleaning and Stocking: Complete all pre-cleaning duties including, but not limited to, stocking room supplies and tools on assigned work cart, attending morning stand-up meeting, folding and/or assisting with any dirty linen in the housekeeping laundry room.\nClean and Stock Rooms: Thoroughly clean and restock the required number of guest rooms as assigned per shift. \nAdditional Cleaning Projects: As assigned by direct supervisor, in storage rooms, public spaces, guest laundry, room deep cleaning activities, as needed. All front and back of house areas should be well-organized and clean.\n\n \nSECTION THREE: Success Metrics\n \nHappy Guests\n\nManagement Performance Ratings\nGuest Satisfaction Scores/Intent to Return\n\nSpotless Cleanliness\n\nGM/AGM Spot Checks\nLeadership Walk-throughs (RVP, etc.)\nGuest Ratings/Reviews\n\nProduct Consistency & Quality\n\nChecklist Tracking\nManagement Performance Ratings\nGuest Ratings\n\nTeamwork\n\nManagement Performance Ratings\n\nSECTION FOUR: Qualifications & Requirements\n \nQualifications & Requirements: \n\nExperience in a hospitality, service, consumer-facing franchise or related field preferred.\nCan-Do Attitude: Must have a positive attitude and willingness to learn. \nAbility to Follow Guidelines: Must be able to understand and follow established guidelines and procedures.\nHandle Pace and Pressure: Must work well in stressful, high-pressure situations.\nListening, Conflict Resolution: Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.\nCommunication Skills: Must be able to convey information and ideas clearly.\nHospitality and Guest Service: Must have a desire to serve all guests.\nAge Requirement: Must be 18 years of age or older to perform this job.\nSchedule 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.\nClock-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.\nBreaks: Clock in/out for breaks at the designated time on your schedule.\nCall Outs: Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift. \n\nPhysical Working Demands & Working Environment:\nThe 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: \n\nStooping: Bending body downward and forward by bending spine at waist. Requires full use of the lower extremities and back muscles. \nClimbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms. \nBalancing: Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces. \nKneeling: Bending legs at knee to come to rest on one or both knees. \nCrawling: Moving about on hands and knees or hands and feet. \nStanding: Remaining upright on the feet, particularly for sustained periods of time. \nWalking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another. \nRepetitive Motions: Making substantial movements (motions) of the wrists, hands, and/or fingers. \nLifting: Carrying certain housekeeping items such as linens, trash, or vacuums.\n\nNote: \nThis 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. \n \nThis document does not create an employment contract, implied or otherwise, other than an at-will relationship. Our Company\n\nMCR is the 3rd-largest hotel owner-operator in the United States.\nFounded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.\nMCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.\nMCR 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.\nMCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.\nMCR 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.\nFor 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\n\nWhat we offer/What’s in it for you? \n\nHotel Discounts \nWeekly Pay \nPaid Time Off \nRetirement Options \nReferral bonuses \nCareer advancement & upward mobility \nHealth, Dental, Vision Insurance- available after 30 days of employment for full-time team members \n
