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About the Role
Ensure guests experience a friendly arrival and departure, addressing all needs and requests efficiently and hospitably.
Responsibilities
- Greet guests happily upon arrival and throughout their stay.
- Use guest names to ensure a welcoming experience.
- Contribute to high guest satisfaction scores.
- Handle challenging guest situations with hospitality and urgency.
- Maintain strong knowledge of hotel features and amenities.
- Support all hotel groups and events.
- Understand relevant role technology.
- Answer incoming calls with friendly service using approved greetings.
- Keep all front and back-of-house areas clean and organized.
- Assist with cleaning guest rooms and public spaces as needed.
- Complete all operational checklists accurately and on time.
- Ensure accurate and timely shift handover reports for effective communication.
- Efficiently check-in and check-out guests.
- Contact guests after check-in to ensure room satisfaction and address needs.
- Maintain an up-to-date understanding of room rates and promotions.
- Receive and note all incoming mail per daily shift checklist requirements.
Requirements
- Experience in hospitality, service, consumer-facing franchise, or related fields preferred.
- Possess a positive attitude and willingness to learn.
- Ability to understand and follow established guidelines and procedures.
- Ability to work well in stressful, high-pressure situations.
- Effective at listening, understanding, clarifying, and resolving concerns from co-workers and guests.
- Ability to convey information and ideas clearly.
- Desire to serve all guests.
- Must be 18 years of age or older.
- Willingness to work a varied schedule including evenings, nights, weekends, and holidays.
- Arrive and clock in on time for every shift; clock out at scheduled shift end.
- Never work while off the clock.
- Clock in/out for breaks at designated times.
- Provide sufficient notice for scheduled shift call-outs as directed by supervisor.
- Ability to stand or remain stationary for long periods (3-4 hours).
- Ability to operate computers, office machinery, and devices; perform 10-key operation and data entry; dial telephones; manually manipulate objects, handles, tools, and controls.
- Ability to bend, stoop, crouch, lift, and transport supplies up to 25 pounds throughout the hotel.
- Ability to move throughout the hotel and rooms.
- Ability to inspect and visually observe details at close and long range.
- Ability to occasionally lift packages or general office equipment.
- Ability to read, write, understand, and communicate effectively in English.
Skills
- Guest relations
- Guest satisfaction
- Conflict resolution
- Hotel knowledge
- Relevant technology proficiency
- Phone etiquette
- Cleanliness standards
- Product consistency
- Quality assurance
- Checklist completion
- Accurate reporting
- Clear communication
- Positive attitude
- Collaboration
- Check-in/out procedures
- Rate schedule understanding
- Listening skills
- Hospitality
- Guest service
- English language proficiency
Work Type
- Full-time
- Varied schedule (evenings, nights, weekends, holidays)
Experience Level
- Experience in hospitality, service, consumer-facing franchise, or related field preferred.
Benefits
- Hotel discounts
- Weekly pay
- Paid time off
- Retirement options
- Referral bonuses
- Career advancement
- Upward mobility
- Health insurance (available after 30 days for full-time team members)
- Dental insurance (available after 30 days for full-time team members)
- Vision insurance (available after 30 days for full-time team members)
About the Company
- MCR is the 3rd-largest hotel owner-operator in the United States.
- Founded in 2006, with offices in New York City, Dallas, Chicago, and Richmond, Virginia.
- Manages a $5.0 billion portfolio of 148 premium-branded hotels with over 22,000 guestrooms across 37 states and 106 cities.
- Employs over 7,000 team members nationwide.
- Operates hotels under 9 Marriott brands, 8 Hilton brands, and independent hotels.
- Named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
- Three-time recipient of the Marriott Partnership Circle Award.
- Recipient of the Hilton Legacy Award for Top Performer.
- Awarded Development of the Year (Full Service) at ALIS for the TWA Hotel at JFK Airport.
- Received the Urban Land Institute New York Excellence in Hotel Development Award for the TWA Hotel.
- Received the American Institute of Architects national Architecture Award for the TWA Hotel.