Hilton Garden Inn Solomons, Dowell, Maryland, United States of America
Job Description
Posted Sunday, May 11, 2025 at 5:00 AM
Solomons MD Hilton Garden Inn is Hiring!
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: 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 Expectations
The 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: Conduct daily walks including guest rooms and public spaces to ensure friendly service, cleanliness, and functioning mechanical equipment. Verify that all rooms are inspected daily, and standards are met as per the room inspection checklist.
- Onboarding: Responsible for onboarding new team members, ensuring friendly service and adherence to onboarding processes.
- Auditing: Complete Daily Summary and Night Audit processes as per policy.
- Reporting: Start and complete shift handover reports, and upload daily reports to the MCR platform.
- Quality Assurance: Oversee adherence to brand standards, conduct self-audits, and implement necessary corrections based on broader audits by regional leadership.
- Uphold Attire Standards: Ensure team members wear proper uniforms, name tags, and greet guests warmly.
- Safety: Ensure all fire and safety inspections are current and deficiencies are addressed.
- Preventative Maintenance: Confirm preventative maintenance tasks are performed and checked for quality.
- Adherence to Work Schedules: Monitor staff adherence to schedules, manage shift changes as needed.
- Teaching & Training: Foster a culture of learning, safety, and growth opportunities.
- Coaching: Provide daily, constructive feedback with positivity.
- Time Clock Management: Review team punches daily.
- Purchase Orders & Invoices: Ensure proper process compliance and timely processing.
- Inventory Management: Maintain clean storage and follow inventory procedures.
SECTION THREE: Success Metrics
Metrics include guest satisfaction scores, cleanliness ratings, checklist completion, and team performance evaluations.
SECTION FOUR: Qualifications & Requirements
Qualifications:
- Positive attitude and willingness to learn.
- Ability to follow guidelines and procedures.
- Quick evaluation and decision-making skills.
- Ability to work under pressure and maintain composure.
- Effective listening and conflict resolution skills.
- Financial literacy and attention to detail.
- Proficiency in Windows, spreadsheets, and word processing.
- Strong communication skills.
- Leadership in hospitality and guest service.
- Legal age to serve alcohol (if applicable) and valid driver's license.
- Basic market knowledge.
- Age 18 or older.
- Willingness to work varied shifts including evenings, nights, weekends, and holidays.
- Bachelor's or Associate's Degree preferred.
- Previous supervisory or hospitality experience preferred.
Physical & 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 & Reasoning Skills:
Effective communication in English, reading, writing, and interpreting documents, and speaking effectively before groups are required.
Note: This job description is not exhaustive; employees may be asked to perform other duties. Reasonable accommodations will be provided for disabilities. The company reserves the right to modify duties as needed. This document does not constitute a contract.
Our Company
- MCR is the 3rd-largest hotel owner-operator in the U.S.
- Founded in 2006, with offices in NYC, Dallas, Chicago, and Richmond.
- Portfolio of $5.0 billion, 148 hotels, over 22,000 guestrooms across 37 states and 106 cities.
- Over 7,000 team members, operating under multiple brands including Marriott and Hilton.
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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