Breakfast Attendant

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Hampton Inn & Suites New Haven - South - West Haven

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

• 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 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.
• 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.
• 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:
Breakfast Attendant, Role

Specific Duties and Expectations

Other Duties And Responsibilities

• Table Manicure:
  Breakfast room tables should be cleared and properly sanitized after each guest departure and prepared for the next arriving guest.
• Consistent Set-up:
  Breakfast buffet area should be set each morning according to specified requirement by each hotel, or brand directive.
• Kitchen Checklist:
  The kitchen should be fully cleaned in accordance with the checklist provided each day upon completion of the breakfast period.
• Food Safety:
  All food safety measures should be followed daily in accordance with local health codes, per the approved breakfast standards checklist.
• Buffet Management:
  Buffet area should be kept well stocked and clean until the end of the breakfast period.

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

• 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:
  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…