Phoenix
Hilton Garden Inn Phoenix Airport North 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. 1. 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. 1. 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. 1. 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: Lead Engineer, Role Specific Duties and Expectations Other Duties and Expectations • Department Leadership: Independently oversee the daily operations of the Engineering Department, providing clear direction, appropriate supervision, and accountability for all assigned responsibilities. Lead by example and demonstrate the technical skills, work ethic, and professionalism expected of the Engineering team., • Management Communication: Maintain consistent, proactive, and professional communication with the General Manager, department managers, supervisors, and Engineering employees. Respond to management emails and requests within the same business day, communicate urgent concerns immediately, and provide accurate updates regarding maintenance issues, operational concerns, and expected completion times., • Team Communication and Support: Establish effective working relationships with all Engineering employees. Clearly communicate assignments, provide necessary training and support, address concerns professionally, and ask questions or seek clarification when needed. Ensure all team members understand their responsibilities and performance expectations., • Repair Requests: Respond to guest and departmental maintenance requests promptly and ensure their timely completion. Personally perform repairs as needed while effectively assigning and supervising work completed by other Engineering employees. Confirm and document completion through the electronic work order platform., • Work Order Management: Maintain complete oversight of all work orders through MaintainX or the designated electronic work order platform. Review new and outstanding requests daily, assign appropriate priorities, monitor progress, and ensure accurate documentation and timely completion. Create follow-up work orders for unresolved issues and proactively communicate delays or additional resource needs., • Daily Management Meetings: Attend daily management stand-up meetings fully prepared to provide accurate updates on new, pending, overdue, and completed work orders. Demonstrate knowledge of current maintenance issues, departmental priorities, and any operational concerns requiring management attention., • Preventative Maintenance Process: Ensure all guest room, public area, and equipment Preventative Maintenance is completed accurately and on schedule in accordance with the hotel-provided PM Program. Maintain current electronic records, verify completed work, and create follow-up work orders for deficiencies identified during inspections., • Hands-On Technical Responsibilities: Demonstrate the ability to independently diagnose, troubleshoot, and complete routine maintenance and repair work involving plumbing, electrical, HVAC, mechanical equipment, guest room fixtures, and general building systems within the scope of training and applicable licensing requirements. The Chief Engineer is expected to actively participate in maintenance work rather than functioning solely in an administrative capacity., • Daily Operational Inspections: Ensure all required daily inspections and maintenance tasks are completed and properly documented. This includes pool maintenance, chemical testing, equipment inspections, and other operational responsibilities. Personally demonstrate the ability to perform these duties correctly and hold Engineering employees accountable for consistent completion., • Safety and Health Codes: Ensure all safety measures are followed in accordance with approved work checklists and applicable regulations. Ensure pool and spa operations comply with local health codes, including required chemical readings and documentation. Immediately report emergency or life safety concerns to the General Manager and take appropriate corrective action. Respond to emergency situations using information contained in Safety Data Sheets., • Department Scheduling: Independently prepare accurate weekly Engineering schedules based on hotel occupancy, operational needs, employee availability, preventative maintenance requirements, and appropriate departmental coverage. Ensure schedules are completed by established deadlines and communicate staffing concerns proactively., • Inventory Management: Maintain accurate knowledge and control of Engineering supplies, tools, equipment, and replacement parts. Establish organized storage locations, maintain appropriate inventory records, identify minimum stock levels, and proactively order necessary supplies. Be able to accurately identify available inventory and anticipated purchasing needs without routinely relying on other employees for basic departmental information., • Vendor Coordination: Communicate effectively with outside contractors and service providers, coordinate necessary repairs and preventative maintenance, obtain appropriate quotes, and follow through to ensure work is completed correctly and in a timely manner. Keep the General Manager informed of significant vendor issues, costs, and project timelines., • Full Property Walks: Conduct full property inspections at minimum at the beginning and end of each scheduled shift. Identify maintenance deficiencies, document necessary repairs, create appropriate work orders, and ensure timely corrective action. Maintain awareness of the overall physical condition of the hotel., • Maintenance Area Upkeep: Ensure the Engineering office, maintenance shop, storage areas, and equipment rooms are consistently clean, safe, organized, and professionally maintained. Establish and enforce departmental housekeeping standards, including proper storage of tools, parts, and supplies., • Project and Priority Management: Effectively prioritize daily maintenance needs, preventative maintenance, capital projects, and urgent operational issues. Establish realistic completion timelines, monitor progress, and proactively communicate any obstacles or delays., • Department Accountability: Take ownership of the overall performance and productivity of the Engineering Department. Ensure assignments are completed without repeated reminders or unnecessary intervention from the General Manager. Anticipate operational needs, identify solutions, and consistently follow through on commitments. 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: • Technical, Trade or Vocational school degree preferred., • Work Experience: At least 2 years of work-related experience in a commercial facility, hospitality 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-workers and guests., • Communication Skills: Must be able to convey information and ideas clearly., • Hospitality and Guest Service: Must have a desire to serve all guests., • 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., • Clock-in/Out: Arrive and clock in on time for every shift worked and clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor. Never work while off the clock., • Breaks: Clock in/out for breaks at the designated time on your schedule., • Call Outs: Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift. 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 carry out physical working demands such as: • Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms., • Balancing: Maintaining body equilibrium to prevent falling when walking, standing or crouching on narrow, slippery or erratically moving surfaces., • Stooping: Bending body downward and forward by bending spine at waist. Requires full use of the lower extremities and back muscles., • Kneeling: Bending legs at knee to come to rest on one or both knees., • Crawling: Moving about on hands and knees or hands and feet., • Standing: Remaining upright on the feet, particularly for sustained periods of time., • Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another., • Repetitive Motions: Making substantial movements (motions) of the wrists, hands, and/or fingers., • Lifting: Raising objects from a lower to higher positions. Ability to lift 50+ lbs. Language + Reasoning Skills: • Read, write, understand and communicate with others effectively using the English language. 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 the 3rd-largest hotel owner-operator in 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 portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 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 named one of Fast Company’s 10 Most Innovative Travel Companies of 2020., • MCR is a three-time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer., • For the TWA Hotel at New York’s JFK Airport, MCR won the Development 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 AIA What we offer/What’s in it for you? • Hotel Discounts, • Weekly Pay, • Paid Time Off, • Retirement Options, • Referral bonuses, • Career advancement & upward mobility, • Health, Dental, Vision Insurance- available after 30 days of employment for full-time team members
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