Doubletree By Hilton Tallahassee 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 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. 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: Role Specific Duties and Expectations The Steward/Dishwasher is responsible for cleaning dishes in a food service environment to ensure that the kitchen has a steady supply of clean plates, bowls, silverware, pots, pans and glasses.
Responsibilities: Prioritizing loads of different types of crockery and kitchenware. Hand-washing dishes that may not fit in the dishwasher. Loading & unloading the dishwasher. Placing dishes to dry. Sorting & putting away clean dishes and cutlery. Prep work. Taking garbage and trash to dumpster area. Some bussing of tables may be required. Washing work areas, refrigerators, cooking equipment, walls, and floors.
Assembling, maintaining, and breaking down the dish machine. 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 Rating SECTION FOUR: Qualifications & Requirements Qualifications & Requirements: Work Experience: Experience in a hospitality, service, consumer-facing franchise or related field preferred.
Must have a positive attitude and willingness to learn. Ability to follow instructions, assigned tasks, and meet deadlines. Always provide friendly service with a smile to guests. Flexible schedule with availability days, nights, holidays, and weekend based on the demands of the hotel. Must arrive a