Houseperson

Houseperson – MCR Hotels

Residence Inn Indianapolis NW

Executive Summary

CLEANLINESS and FRIENDLINESS! The MCR standard is to provide clean, friendly, well‑organized and safe hotels for our guests.

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

• 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.
• Sparkling Clean Work spaces:
  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 be expected 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.
• 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.
• 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.

• Luggage Handling:
  Store and retrieve luggage or packages for guests in storage areas, as needed.
• Cleaning and Trash Management:
  Clean and maintain the guest hallways, stairwells, service areas and ice rooms. Collect trash from all exterior garbage receptacles, as well as picking up trash and debris from the parking lot, swimming pool area and common grounds. All front and back of house areas should be well‑organized and clean. Collect trash and soiled linen from the housekeeping staff and deliver to the laundry room.
• Furniture Upkeep:
  Monitor placement and condition of public space furniture, report issues to management.
• Restocking:
  Maintain stock levels in guest floor linen closets and guest amenities; replenish amenities and supplies in assigned guestrooms; stock and maintain the housekeeping cart.

• 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.

• Experience in hospitality, service, consumer‑facing franchise 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 differences 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.
• Schedule and Travel:
  Must be willing to work a varied schedule…