Charlotte Southpark NC Canopy
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.
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: Role Specific Duties and Expectations
The Server is responsible for providing prompt, friendly, & accurate food service to our guests. This person will take food and beverage orders, serve food items to guests, and complete payment for guest orders.
Responsibilities:
Friendly Greeting: Greet guests and give a clear and correct description of food and beverage options.
Quick Delivery: Deliver hot to order items from kitchen to tables.
POS Skills: Input orders into computer and secure accurate payment.
Barista: Prepare coffee as well as other specialized drinks.
Table Manicure: Clear, clean, and reset tables for dining as needed.
Guest Service: Observe diners and respond to requests.
Side work: Complete daily inventory prep sheet and other side work allowable by labor rules.
Menu Knowledge: Knowledge and familiarity of current food and beverage offerings.
Seating: Escort guests to tables as needed.
Food Safety: Ensure compliance with food safety and handling policies and procedures, i.e., product rotation, dating, labeling, and cleaning.
Cleanliness: Assist in maintaining the cleanliness of the restaurant and surrounding areas.
General Hotel Knowledge: Demonstrate knowledge of hours and available amenities of the hotel.
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:
Work Experience: Experience in a…