Assistant General Manager

Overview

Join to apply for the Assistant General Manager role at MCR Hotels
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Courtyard Dallas Plano/Richardson

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 Work spaces:
  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.
• 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.

Other Duties And Responsibilities

• Daily Supervision:
  Conduct daily walks including guest rooms and public spaces to ensure friendly service, cleanliness and testing of mechanical equipment; verify daily room inspections and adherence to cleanliness standards.
• Training:
  Provide one-on-one training to new incoming team members on service and checklist expectations.
• Shift Management:
  Ensure Guest Service team members provide friendly service and that guest needs are met.
• Check-in/Check-out:
  Greet guests with a smile and supervise peak check-in/check-out times and meal periods.
• Culture Building:
  Foster an environment of happy team members and happy guests.
• Room Inspections:
  Verify daily room inspections and adherence to cleanliness standards.
• Inventory Management:
  Assist with required inventory counts as dictated by the General Manager.
• Onboarding Support:
  Aid in onboarding of new team members to ensure friendly service and adherence to onboarding checklist.
• Time Clock Oversight:
  Support the General Manager in reviewing previous day time clock punches per policy.
• Auditing:
  Complete Daily Summary and Night Audit processes per policy.
• Reporting:
  Start and complete shift handover reports; sign off and upload daily reports to the MCR storage platform.
• Purchase Order Process:
  Route every purchase through the correct PO process; submit invoices through approved accounts payable system; purchases made through MCR-approved vendors only.
• Invoice Signoff:
  Process and/or accrue invoices to the proper time period.
• Quality Assurance:
  Oversee adherence to brand standards and conduct self-audits; address findings from broader audits.
• Safety:
  Ensure fire and life safety inspections are current and deficiencies are corrected.
• Escalating Opportunities:
  Review service or delivery failures and escalate as needed.
• Preventative Maintenance:
  Confirm preventive maintenance tasks are performed and visually checked for quality.
• Adherence to Work Schedules:
  Ensure team members follow schedules; adjust shifts weekly as needed; cover open department head positions when necessary.

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

Qualifications

• Can-Do Attitude:
  Positive attitude and willingness to learn.
• Ability to Follow Guidelines:
  Understand and follow established guidelines and procedures.
• Evaluation and…