General Manager
Company: mcrhotels.com
Location: Hampton
Posted on: May 6, 2025
Job Description:
SpringHill Suites Hampton, Hampton, Virginia, United States of
AmericaJob DescriptionPosted Friday, May 2, 2025 at 5:00
AMSpringHill Suites HamptonSECTION ONE: MCR Universal Role
StandardsEXECUTIVE SUMMARYCLEANLINESS 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
- TeamworkDuties and Expectations1) 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 ExpectationsThe 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
MetricsHappy Guests
- Management Performance Ratings
- Guest Satisfaction Scores/Intent to ReturnSpotless Cleanliness
- Leadership Walk-throughs (RVP, etc.)
- Guest Ratings/ReviewsProduct Consistency & Quality
- Checklist Tracking
- RVP Performance Ratings
- Guest RatingsTeamwork
- RVP Performance RatingsSECTION FOUR: Qualifications &
RequirementsQualifications:
- 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.
- Handle Pace and Pressure: Must work well in stressful,
high-pressure situations and maintain composure and objectivity
under pressure.
- Listening, Conflict Resolution: Must be effective at listening
to, understanding, clarifying, and resolving the concerns and
issues raised by co-workers and guests.
- Financial Skills: Must be able to work with and understand
financial information and data, and basic arithmetic
functions.
- Other Required Skills: Must be attentive to detail and meet
deadlines.
- Technology: Must be proficient in Windows operating systems,
Company approved spreadsheets and word processing.
- Communication Skills: Must be able to convey information and
ideas clearly.
- Hospitality and Guest Service: Leads team members to always
provide friendly service with a smile to guests.
- Certifications and Licenses: Must meet the legal age to serve
alcoholic beverages (at select properties). A valid Driver's
License is required.
- Market Knowledge: Basic market knowledge.
- Age Requirement: Must be 18 years of age or older to perform
this job.
- Schedule and Travel: Must be willing to work a varied schedule
that may include evenings, nights, weekends, and holidays based
upon the demands of the hotel.
- Education: Bachelor's or Associate's Degree Preferred.
- Work Experience: Previous supervisory experience preferred.
Progressive experience in the hospitality, hotel, restaurant, or
service industry, including Rooms and Food & Beverage departments
preferred.Physical Working Demands & Working Environment:The
physical demands described here are representative of those that
must be met to successfully perform the essential functions of this
job. While performing the duties of this job, the employee is
regularly required to:
- 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.
- Travel may be required.
- The noise level in the work environment is usually moderate
(phone ringing, and heavy communication between co-workers and
customers).Language and Reasoning Skills: To perform the duties of
this job, an individual must be able to:
- 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.
- Ability to speak effectively in English before groups such as
customers or employees.
- Read and interpret business records and statistical reports in
English.Note: This job description in no way states or implies that
these are the only duties to be performed by the employee(s) of
this position. Employees will be required to follow any other
job-related instructions and to perform any other job-related
duties requested by any person authorized to give instructions or
assignments.Employee must be able to perform the essential
functions of the position satisfactorily and, if requested,
reasonable accommodations will be made to enable employees with
disabilities to perform the essential functions of their job,
absent undue hardship.The Employer retains the right to change or
assign other duties to this position.This document does not create
an employment contract, implied or otherwise, other than an at-will
relationship.Our Company
- MCR is the3rd-largest hotel owner-operatorin 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 portfolioof148 premium-branded
hotelscontaining more than 22,000 guestrooms across37 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 namedone ofFast Company's 10 Most Innovative Travel
Companies of 2020.
- MCR is a three-time recipient of theMarriott Partnership Circle
Award, the highest honor Marriott presents to its owner and
franchise partners, and a recipient of theHilton Legacy Award for
Top Performer.
- For the TWA Hotel at New York's JFK Airport, MCR won
theDevelopment 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 AIAWhat we offer/What's in it for you?
- Weekly Pay
- Paid Time Off
- Retirement Options
- Health, Dental, Vision Insurance- available after 30 days of
employment for full-time team membersSpringHill Suites Hampton,
Hampton, Virginia, United States of America
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Keywords: mcrhotels.com, Hampton , General Manager, Executive , Hampton, Virginia
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