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Courtyard Marriot - Norfolk, VA

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      

1. 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.

2. Spotless Cleanliness

• Sparkling Clean Workspaces:  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.

3. 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.

4. 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: Front Desk Agent, Role Specific Duties and Expectations

The core mission of the Front Desk Agent is to ensure all guests enjoy a friendly arrival and departure experience, while addressing all needs and requests in a timely, efficient and hospitable manner.

Other Duties and Expectations

• Check-in/Out Efficiency:  All guests checked-in/out in a timely manner. All guests should be contacted after check-in to ensure their room is satisfactory and there is nothing else required to make their stay more comfortable.
• Rate Schedule:  Up-to-date understanding of room rates, promotions.

• Incoming Mail:  Receive and note all incoming mail as required per the daily shift checklist. 

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

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 have a desire to serve all guests.
• Age Requirement:  Must be 18 years of age or older to perform this job.
• Schedule 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.
• Clock-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.
• Breaks:  Clock in/out for breaks at the designated time on your schedule.
• Call Outs:  Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift.

Physical Working Demands & Working Environment:

The 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:

• Stand or remain in a stationary position for long periods of time (3-4 hours at a time).
• Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.  
• Bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms.
• Inspect and visually observe details at close range (within a few feet) and from long range.
• Occasionally required to lift packages or general office equipment.

The noise level in the work environment is usually moderate (phone ringing, and heavy communication between co-workers and customers).

Language + Reasoning Skills:

• Read, write, understand and communicate with others effectively using the English language.

Note: This 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. This document does not create an employment contract, implied or otherwise, other than an at-will relationship.