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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

Role Specific Duties and Expectations The Food and Beverage Supervisor will be responsible for supervising food and beverage operations and delivering an excellent guest experience. This person will maximize sales and revenue through customer satisfaction and team member engagement.

Responsibilities:

• Train workers in food preparation, and in service, sanitation, and safety procedures.
• Compile and balance cash receipts at the end of the day or shift.
• Perform various financial activities such as cash handling and deposit preparation.
• Supervise and participate in kitchen and dining area cleaning activities.
• Resolve customer complaints regarding food service.
• Control inventories of food, equipment, and liquor, and report shortages.
• Requisition supplies and equipment needed.
• Observe and evaluate workers and work procedures to ensure quality standards, service and participate in disciplinary documentations.
• Inspect supplies, equipment, and work areas to ensure efficient service and standards.
• Assign duties, responsibilities, and workstations to team members.
• Perform personnel actions, such as hiring and firing staff, providing employee orientation and training.
• Conduct supervisory activities, such as creating work schedules or organizing employee time sheets.
• Recommend measures for improving work procedures and worker performance to increase service quality and enhance job safety.
• Record production, operational, and personnel data on specified forms.
• Develop equipment maintenance schedules and arrange for repairs.
• Greet and seat guests, and present menus and wine lists.
• Schedule parties and take reservations.
• Present bills and accept payments.
• Resolve customer complaints regarding food service.

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