Houseperson

Join to apply for the Houseperson role at MCR Hotels

Residence Inn Norfolk Downtown

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

• 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.
• Spotless Cleanliness
• 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 pitch in to clean guest rooms and public spaces as needed.
• Hospitality While Cleaning:
  Always greet every guest happily with a smile, by name if possible, while cleaning.
• 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.
• Flawless Uniform:
  All Team Members must wear a clean, approved uniform and be well-groomed, wearing a nametag and smiling at all times.
• Teamwork
• Communication:
  Clear, honest, and professional communication between Team Members.
• Can Do Attitude:
  Willing to stretch beyond traditional role to meet the needs of the business and guests.
• Collaboration:
  
  Commitment to working together to create a welcoming environment.

Other Duties And Expectations

• Luggage Handling:
  Store and retrieve luggage or packages for guests in storage areas, as needed.
• Cleaning and Trash Management:
  Clean and maintain guest hallways, stairwells, service areas and ice rooms. Collect trash from exterior receptacles and from parking lot, pool area and common grounds; keep front and back of house areas clean and organized. Collect trash and soiled linen from housekeepers and deliver to laundry.
• Furniture Upkeep:
  Monitor placement and condition of public space furniture; report issues to management.
• Restocking:
  Maintain stock levels in guest floor linen closets and amenities. Replenish in guestrooms. Stock and maintain 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

Qualifications & Requirements

• Experience in a 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:
  Effective at listening, understanding, clarifying, and resolving concerns of co-workers and guests.
• Communication
  
  Skills:
  
  Clear conveyance of information and ideas.
• Hospitality and Guest Service:
  Desire to serve all guests.
• Age Requirement: 18 years or older.
• Schedule and Travel:
  Willing to work a varied schedule including evenings, nights, weekends, and holidays based on hotel demands.
• Clock-in/Out:
  Timely arrival and clock-in; do not work off the clock.
• Breaks:
  Clock in/out for breaks as scheduled.
• Call Outs:
  Provide sufficient notice when calling out as…