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About the Role

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. The core mission of the General Manager is to ensure cleanliness and friendly service in the hotel with every room online, every day and night.

Responsibilities

• Greet guests happily upon arrival and throughout their stay with a smile.
• Use the guests’ names whenever possible, ensuring they feel properly welcomed.
• Contribute to great guest satisfaction scores.
• Handle challenging guest situations with hospitality and a sense of urgency.
• Maintain strong knowledge of all features of the hotel facility and amenities.
• Be aware of and support all groups and events at the hotel.
• Understand relevant technology for each role.
• Answer all incoming calls with friendly service using the approved greeting.
• Keep all areas, both front and back of the house, clean and well-organized.
• Pitch in to clean guest rooms and public spaces as needed.
• Greet every guest happily with a smile, by name if possible, while cleaning.
• Complete all operational checklists accurately and at the designated times, every shift.
• Ensure handover reports are accurate and on time for effective shift-to-shift communication.
• Wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
• Communicate clearly, honestly, and professionally with Team Members.
• Exhibit a Can Do Attitude, willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
• Work together to create a welcoming environment for guests and an effective, positive workplace.
• Ensure that all managers and team members are executing their daily responsibilities and checklists.
• Conduct daily walks including guest rooms and public spaces to ensure friendly service, cleanliness and testing of mechanical equipment.
• Verify that all rooms are inspected daily and confirm adherence to all cleanliness standards.
• Onboard new incoming team members to provide friendly service and ensure all processes noted on the onboarding checklist for a new hire are adhered to.
• Ensure all Daily Summary and Night Audit processes are completed in accordance with the policy.
• Start and complete shift handover reports on each shift.
• Sign off on and upload required daily reports to the MCR report storage platform.
• Oversee that all brand standards approved by MCR are adhered to in accordance with the brand's Quality Assurance expectations and friendly service.
• Conduct self-audits provided by the brand and make any necessary corrections.
• Require team members to be in the proper MCR approved uniform, including name tags and to happily greet guests with a smile.
• Certify that all fire and life safety inspections are current and/or up to date.
• Correct all deficiencies in fire and life safety.
• Confirm that preventative maintenance tasks have been performed and checked visually for quality and consistency.
• Ensure all team members are adhering to their established work schedule.
• Displace shifts in departments on a weekly basis as determined by the hotel established schedule and in the event of a line level shift call-out.
• Build a culture of learning including safety.
• Ensure staff has required functional expertise in each role.
• Communicate future growth opportunities and career paths.
• Provide daily moment-to-moment feedback presented with candor and positivity.
• Complete a review of previous day team member time clock punches in accordance with the policy.
• Ensure every purchase goes through the correct purchase order process.
• Submit all invoices through the approved accounts payable system.
• Process and/or accrue all invoices to the proper time period.
• Keep MCR approved storage clean and always follow the inventory program.

Requirements

• Must have a positive attitude and willingness to learn.
• Must be able to understand and follow established guidelines and procedures.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must work well in stressful, high-pressure situations and maintain composure and objectivity under pressure.
• Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
• Must be able to work with and understand financial information and data, and basic arithmetic functions.
• Must be attentive to detail and meet deadlines.
• Must be proficient in Windows operating systems, Company approved spreadsheets and word processing.
• Must be able to convey information and ideas clearly.
• Leads team members to always provide friendly service with a smile to guests.
• Must meet the legal age to serve alcoholic beverages (at select properties).
• A valid Driver's License is required.
• Basic market knowledge.
• Must be 18 years of age or older to perform this job.
• Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
• 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.
• Read, write, understand and communicate with others effectively using the English language.
• Read and interpret documents in English, such as safety rules, operating and maintenance instructions, and procedure manuals, newspapers, periodicals, journals, and manuals.
• Write routine reports, correspondence, business letters, summaries, and reports in English using prescribed format, and conforming to all rules of punctuation, grammar, diction, and style.
• Speak effectively in English before groups such as customers or employees.
• Read and interpret business records and statistical reports in English.
• Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.

Skills

• Guest Relations
• Name Use
• Guest Satisfaction
• Recovery
• Hotel Knowledge
• Events
• Technology
• Phone Etiquette
• Cleanliness
• Teamwork
• Communication
• Can Do Attitude
• Collaboration
• Daily Supervision
• Onboarding
• Auditing
• Reporting
• Quality Assurance
• Safety
• Preventative Maintenance
• Adherence to Work Schedules
• Teaching
• Training
• Development
• Coaching
• Time Clock Management
• Purchase Order Process
• Invoice Signoff
• Inventory Management
• Evaluation and Decision-Making
• Handle Pace and Pressure
• Listening
• Conflict Resolution
• Financial Skills
• Attention to Detail
• Meeting Deadlines
• Proficiency in Windows operating systems
• Proficiency in Company approved spreadsheets
• Proficiency in Company approved word processing
• Communication Skills
• Hospitality and Guest Service
• Market Knowledge
• English Language Proficiency

Location

• The Lexington New York

Work Type

• Full-time

Experience Level

• Previous supervisory experience preferred
• Progressive experience in the hospitality, hotel, restaurant, or service industry, including Rooms and Food & Beverage departments preferred

Education Level

• Bachelor’s or Associate’s Degree Preferred

Benefits

• Hotel Discounts
• Weekly Pay
• Paid Time Off
• Retirement Options
• Referral bonuses
• Career advancement & upward mobility
• Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members

About the Company

• MCR is the 3rd-largest hotel owner-operator in the United States.
• Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.
• MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.
• MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.
• MCR was named one of Fast Company’s 10 Most Innovative Travel Companies of 2020.
• MCR is a three-time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer.
• For the TWA Hotel at New York’s JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS), the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA.