General Manager

General Manager

Location: Hilton Garden Inn Denver South Park Meadows Area

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: General Manager, Role Specific Duties and Expectations

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. The General Manager is responsible for ensuring that all managers and team members are executing their daily responsibilities and checklists.

Other Duties and Expectations

Daily Supervision: Daily walks must be conducted including guest rooms and public spaces to ensure friendly service, cleanliness and testing of mechanical equipment to ensure all pieces are in working order. Verify that all rooms are inspected daily, confirm adherence to all cleanliness standards noted on the room inspection checklist.

Onboarding: Responsible for the onboarding of new incoming team members to provide friendly service and ensure all processes noted on the onboarding checklist for a new hire are adhered to.

Auditing: All Daily Summary and Night Audit processes are completed in accordance with the policy.

Reporting: Shift handover reports should be started and completed on each shift. Signing off on and uploading the required daily reports to the MCR report storage platform.

Quality Assurance: Oversee that all brand standards approved by MCR are adhered to in accordance with the brand's Quality Assurance expectations and friendly service. This will include conducting self-audits provided by the brand and making any necessary corrections based on broader audits conducted by the property's regional vice president.

Uphold Attire Standards: Require team members to be in the proper MCR approved uniform, including name tags and to happily greet guests with a smile.

Safety: Certify that all fire and life safety inspections are current and/or up to date. All deficiencies should be corrected.

Preventative Maintenance: Confirming that preventative maintenance tasks have been performed and checked visually for quality and consistency.

Adherence to Work Schedules: See that 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.

Teaching: Builds a culture of learning including safety to make mistakes

Training: Ensuring staff has required functional expertise in each role

Development: Communicating future growth opportunities and career paths

Coaching: Daily Moment-to-moment feedback presented with candor and positivity

Time Clock Management: Complete a review of previous day team member time clock punches in accordance with the policy.

Purchase Order Process: Every purchase should go through the correct purchase order process and all invoices should be submitted through the approved accounts payable system.

Invoice Signoff: All invoices should always be processed and/or accrued to the proper time period.

Inventory Management: Keep MCR approved storage clean and always follow the inventory program.

SECTION THREE: Success Metrics


Management Performance Ratings

Guest Satisfaction Scores/Intent to Return


Leadership Walk-throughs (RVP, etc. )

Guest Ratings/Reviews


Checklist Tracking

RVP Performance Ratings

Guest Ratings



SECTION FOUR: Qualifications & Requirements

Qualifications:

Can-Do Attitude: Must have a positive attitude and willingness to learn.

Ability to Follow Guidelines: Must be able to understand and follow established guidelines and procedures.

Evaluation and Decision-Making: Must be able to evaluate and select among alternative courses of action quickly and accurately.