HILTON GARDEN INN DENVER SOUTH 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: Role Specific Duties and Expectations The Server is responsible for providing prompt, friendly, & accurate food service to our guests. This person will take food and beverage orders, serve food items to guests, and complete payment for guest orders. Responsibilities: Friendly Greeting: Greet guests and give a clear and correct description of food and beverage options.
Quick Delivery: Deliver hot to order items from kitchen to tables. POS Skills: Input orders into computer and secure accurate payment. Barista: Prepare coffee as well as other specialized drinks. Table Manicure: Clear, clean, and reset tables for dining as needed. Guest Service: Observe diners and respond to requests. Side work: Complete daily inventory prep sheet and other side work allowable by labor rules.
Menu Knowledge: Knowledge and familiarity of current food and beverage offerings. Seating: Escort guests to tables as needed. Food Safety: Ensure compliance with food safety and handling policies and procedures, i.e., product rotation, dating, labeling, and cleaning. Cleanliness: Assist in maintaining the cleanliness of the restaurant and surrounding areas. General Hotel Knowledge: Demonstrate knowledge of hours and available amenities of the hotel.
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 Prod