General Manager

Company: mcrhotels.com
Location: Hampton
Posted on: May 16, 2025

Job Description:

Hilton Garden Inn Hampton, Hampton, Virginia, United States of AmericaJob DescriptionPosted Sunday, May 11, 2025 at 5:00 AMSECTION ONE: MCR Universal Role StandardsEXECUTIVE SUMMARYCleanliness and friendliness are our top priorities. 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 warmly upon arrival and throughout their stay with a smile.
  • Name Use: Use guests' names whenever possible to make them feel welcomed.
  • Guest Satisfaction: Collaborate to achieve high guest satisfaction scores.
  • Recovery: Handle challenging guest situations with hospitality and urgency.
  • Hotel Knowledge: Be knowledgeable about all hotel features and amenities.
  • Events: Support all hotel groups and events.
  • Technology: Understand relevant technology for your role.
  • Phone Etiquette: Answer calls politely using the approved greeting.2) Spotless Cleanliness
    • Sparkling Workspaces: Keep all areas clean and organized.
    • Team Effort: Everyone should assist in cleaning guest rooms and public spaces as needed.
    • Hospitality While Cleaning: Greet guests cheerfully while cleaning, using their names if possible.3) Product Consistency & Quality
      • Checklists: Complete all operational checklists accurately and on time each shift.
      • Shift Handover: Provide accurate and timely handover reports.
      • Uniform: Wear a clean, approved uniform, be well-groomed, wear a nametag, and smile consistently.4) Teamwork
        • Communication: Communicate clearly, honestly, and professionally.
        • Can Do Attitude: Be willing to go beyond your role to meet guest and business needs.
        • Collaboration: Work together to create a welcoming environment and a positive workplace.SECTION TWO: General Manager Role Specific Duties and ExpectationsThe core mission of the General Manager is to ensure cleanliness and friendly service, with every room ready daily. The GM oversees managers and staff to ensure responsibilities are executed properly.Other Duties and Expectations
          • Daily Supervision: Conduct daily walks, inspect guest rooms and public spaces, verify cleanliness standards, and test mechanical equipment.
          • Onboarding: Ensure new hires are properly onboarded with friendly service and adherence to processes.
          • Auditing: Complete daily summaries and night audits per policy.
          • Reporting: Prepare and upload shift reports accurately and timely.
          • Quality Assurance: Ensure brand standards and conduct self and broader audits, making corrections as needed.
          • Attire Standards: Enforce proper uniform, name tags, and friendly greetings.
          • Safety: Keep safety inspections current and address deficiencies.
          • Preventative Maintenance: Confirm maintenance tasks are performed and checked.
          • Work Schedules: Monitor adherence to schedules and manage shift changes as needed.
          • Teaching and Training: Promote a learning culture, provide functional training, and communicate growth opportunities.
          • Coaching: Provide daily, constructive feedback.
          • Time Management: Review team time punches daily.
          • Purchases and Invoices: Follow purchase order procedures and process invoices correctly.
          • Inventory: Maintain clean storage and follow inventory protocols.SECTION THREE: Success MetricsHappy Guests: Management ratings, guest satisfaction, and return intent.Spotless Cleanliness: Leadership walkthroughs and guest reviews.Product Quality: Checklist completion, RVP ratings, and guest reviews.Teamwork: RVP performance evaluations.SECTION FOUR: Qualifications & RequirementsQualifications:
            • Positive attitude and willingness to learn.
            • Ability to follow guidelines and procedures.
            • Quick and accurate decision-making.
            • Work well under pressure, maintaining composure.
            • Effective listening and conflict resolution skills.
            • Basic financial understanding and arithmetic skills.
            • Attention to detail and deadline adherence.
            • Proficiency in Windows, spreadsheets, and word processing.
            • Clear communication skills.
            • Leadership in guest service and friendliness.
            • Legal age to serve alcohol (if applicable) and a valid driver's license.
            • Basic market knowledge.
            • Minimum age of 18 years.
            • Availability for varied schedules including nights, weekends, and holidays.
            • Bachelor's or Associate's Degree preferred.
            • Previous supervisory experience preferred, with a background in hospitality or related fields.Physical Demands & Working Environment:Must be able to stand for long periods, operate office equipment, lift up to 25 pounds, and work in moderate noise levels. Travel may be required.Language and Reasoning Skills:
              • Effective communication in English, both written and verbal.
              • Ability to interpret safety, operating, and business documents.
              • Write reports and correspondence clearly in English.
              • Speak effectively before groups.
              • Interpret business records and reports in English.Note: Employees may be asked to perform other duties as needed. Reasonable accommodations will be provided for disabilities. The job description does not constitute a contract, and employment is at-will.Our Company
                • MCR is the third-largest hotel owner-operator in the U.S.
                • Founded in 2006, with offices in NYC, Dallas, Chicago, and Richmond.
                • Portfolio of $5 billion, with 148 hotels and over 22,000 rooms across 37 states and 106 cities.
                • Over 7,000 team members operating under multiple brands, including Marriott and Hilton.
                • Award-winning company recognized for innovation and excellence.What we offer / What's in it for you?
                  • Weekly Pay
                  • Paid Time Off
                  • Retirement Options
                  • Health, Dental, Vision Insurance (after 30 days for full-time)
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