Housekeeper

COURTYARD DELAND HISTORIC DOWNTOWN 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: Housekeeper, Role Specific Duties and Expectations The Housekeeper is responsible for cleaning and preparing guest rooms, hallways, and public areas in the hotel. Pre-Cleaning and Stocking: Complete all pre-cleaning duties including, but not limited to, stocking room supplies and tools on assigned work cart, attending morning stand-up meeting, folding and/or assisting with any dirty linen in the housekeeping laundry room. Clean and Stock Rooms: Thoroughly clean and restock the required number of guest rooms as assigned per shift. Additional Cleaning Projects: As assigned by direct supervisor, in storage rooms, public spaces, guest laundry, room deep cleaning activities, as needed. All front and back of house areas should be well-organized and clean. 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 Product Consistency & Quality Checklist Tracking Management Performance Ratings Guest Ratings Teamwork Management Performance Ratings SECTION FOUR: Qualifications & Requirements Qualifications & Requirements: Experience in a hospitality, service, consumer-facing franchise or related field preferred. 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. Handle Pace and Pressure: Must work well in stressful, high-pressure situations. Listening, Conflict Resolution: Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-worker…