General Manager

General Manager

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests.

Areas of excellence include:

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Duties and expectations include:

• 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.

Other duties include:

• Daily Supervision: Conduct daily walks including guest rooms and public spaces to ensure friendly service, cleanliness and testing of mechanical equipment to ensure all pieces are in working order.
• 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.
• 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.

Success metrics include:

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

Qualifications include:

• 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:

• 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.

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