Engineer, Guest Services

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Homewood Suites Milford, 600 Chamber Drive, Milford, Ohio, United States of America /p ob Description  pPosted Thursday, April 30, 2026 at 5:00 AM /p ECTION ONE: MCR Universal Role Standards  XECUTIVE SUMMARY  pCLEANLINESS and FRIENDLINESS! /p pThe MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. /p REAS OF EXCELLENCE  ul liHappy Guests /li liSpotless Cleanliness /li liProduct Consistency & Quality /li liTeamwork /li /ul uties and Expectations  .

Happy Guests  ul li bGuest Relations:  /bGreet guests happily upon arrival and throughout their stay with a smile. /li li bName Use:  /bUse the guests’ names whenever possible, ensuring they feel properly welcomed. /li li bGuest Satisfaction  /b:
All Team Members work together to contribute to great guest satisfaction scores. /li li bRecovery  /b:
Ability to handle challenging guest situations with hospitality and a sense of urgency. /li li bHotel Knowledge:  /bStrong knowledge of all features of the hotel facility and amenities. /li li bEvents:  /bAwareness and support for all groups and events at the hotel. /li li bTechnology:  /bUnderstanding of relevant technology for each role. /li li bPhone Etiquette:  /bAnswer all incoming calls with friendly service using the approved greeting.

/li /ul . Spotless Cleanliness  ul li bSparkling Clean Work spaces:  /bAll areas, both front and back of the house, should be kept clean and well-organized. /li li bPitching In:  /bCleanliness 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. /li li bHospitality While Cleaning:  /bAlways greet every guest happily with a smile, by name if possible, while cleaning.

/li /ul . Product Consistency & Quality  ul li bChecklists to 100% Accuracy:  /bAll operational checklists are completed accurately and at the designated times, every shift. /li li bShift Handover Reports:  /bHandover reports must be accurate and on time, for effective shift-to-shift communication. /li li bFlawless Uniform:  /bAll 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.

/li /ul . Teamwork  ul li bCommunication:  /bCommunication between Team Members should be clear, honest, and professional. /li li bCan Do Attitude:  /bWilling to stretch beyond traditional role to meet the needs of the business and MCR’s guests. /li li bCollaboration:  /bAll Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace.

/li /ul ECTION TWO:
Engineer, Role Specific Duties and Expectations  ther Duties and Expectations  ul li bRepair Requests:  /bRespond to all requests from guests for general repairs when requested, confirm and document completion through the electronic work order platform. /li li bPreventative Maintenance Process:  /bAll room and public space Preventative Maintenance work should be kept up to date and on schedule in accordance with the hotel provided PM Program.

/li li bSafety and Health Codes:  /bEnsure 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. /li li bFull Property Walks: Conducted, at minimum, at the beginning and end of your scheduled shift.

Any maintenance needs should be noted, documented and completed. /li li bMaintenance Area Upkeep:  /bAll maintenance areas should be kept clean and well-organized during shift and prior to departure. /li /ul ECTION THREE:
Success Metrics  appy Guests  ul liManagement Performance Ratings /li liGuest Satisfaction Scores/Intent to Return /li /ul potless Cleanliness  ul liGM/AGM Spot Checks /li liLeadership Walk-throughs (RVP, etc.) /li liGuest Ratings/Reviews /li /ul roduct Consistency & Quality  ul liChecklist Tracking /li liManagement Performance Ratings /li liGuest…