divh2Hilton Garden Inn Dallas/Richardson/h2pCleanliness and friendliness!/ppThe MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests./ppAreas of excellence:/pulliHappy Guests/liliSpotless Cleanliness/liliProduct Consistency
Quality/liliTeamwork/li/ulpDuties and expectations:/pp1. Happy Guests/pullistrongGuest Relations:/strong Greet guests happily upon arrival and throughout their stay with a smile./lilistrongName Use:/strong Use the guests names whenever possible, ensuring they feel properly welcomed./lilistrongGuest Satisfaction:/strong All Team Members work together to contribute to great guest satisfaction scores./lilistrongRecovery:/strong Ability to handle challenging guest situations with hospitality and a sense of urgency./lilistrongHotel Knowledge:/strong Strong knowledge of all features of the hotel facility and amenities./lilistrongEvents:/strong Awareness and support for all groups and events at the hotel./lilistrongTechnology:/strong Understanding of relevant technology for each role./lilistrongPhone Etiquette:/strong Answer all incoming calls with friendly service using the approved greeting./li/ulp2. Spotless Cleanliness/pullistrongSparkling Clean Workspaces:/strong All areas, both front and back of the house, should be kept clean and well-organized./lilistrongPitching In:/strong 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./lilistrongHospitality While Cleaning:/strong Always greet every guest happily with a smile, by name if possible, while cleaning./li/ulp3. Product Consistency
Quality/pullistrongChecklists to 100% Accuracy:/strong All operational checklists are completed accurately and at the designated times, every shift./lilistrongShift Handover Reports:/strong Handover reports must be accurate and on time, for effective shift-to-shift communication./lilistrongFlawless Uniform:/strong 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./li/ulp4. Teamwork/pullistrongCommunication:/strong Communication between Team Members should be clear, honest, and professional./lilistrongCan Do Attitude:/strong Willing to stretch beyond traditional role to meet the needs of the business and MCRs guests./lilistrongCollaboration:/strong All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace./li/ulpSection Two: Role Specific Duties and Expectations/ppThe Catering Sales Manager is accountable for proactively soliciting and handling catering sales opportunities. Ensures business is turned over properly and in a timely fashion for service delivery. Conducts day-to-day activities related to catering sales with a focus on building long-term, value-based customer relationships that enable achievement of sales objectives./pulliCollaborate with the operations team to develop and implement cutting-edge, comprehensive plans for groups and events./liliOversee the events efforts for the hotel. Lead by example and mentor team members to effectively implement smart strategies./liliNurture and grow client relationships through upselling and proactive customer service once contracts have been signed and handed over to the events team./liliPlan, organize, and manage all aspects of events and group meetings from conception to completion, including menu and room set planning, audio visual, logistics, equipment rentals, tastings, menus, themes, walkthroughs, participation on the floor during event service, invoicing, and follow-up./liliEnsure MCR Events SOPS are followed and completed accurately./liliMaintain accurate, organized, and up-to-date file management system in order to quickly and effectively meet clients and colleagues needs; utilizing Delphi to trace all daily activities and correspondence with clients to ensure prompt responses./liliIdentify and act on business opportunities through a constant pursuit of knowledge about market trends, competition, and customers./liliCommunicate accurately and effectively in verbal and written form with guests and associates so as to respond accurately and completely to people to give directions, instructions, information, answer questions and provide service as required./liliWork to continuously improve customer service by integrating obtained feedback into action plans./liliNegotiate with clients for banquets, meetings and other functions, all arrangements, suggesting menus, bar set up, room arrangements as per policy and procedure. On completion of negotiations, inform other departments of arrangements in writing which are necessary to assure success of the function./liliUnderstand the impact of Banquet operations on the overall success of the hotel./li/ulpSection Three: Success Metrics/ppHappy Guests/pulliManagement Performance Ratings/liliGuest Satisfaction Scores/Intent to Return/li/ulpSpotless Cleanliness/pulliGM/AGM Spot Checks/liliLeadership Walk-throughs (RVP, etc.)/liliGuest Ratings/Reviews/li/ulpProduct Consistency
Quality/pulliChecklist Tracking/liliManagement Performance Ratings/liliGuest Ratings/li/ulpTeamwork/pulliManagement Performance Ratings/li/ulpSection Four: Qualifications
Requirements/ppQualifications
Requirements:/pullistrongEducation:/strong Bachelors or Associates degree is preferred./lilistrongWork Experience:/strong Experience in a hospitality, service, consumer-facing franchise or related field preferred./li/ulullistrongCan-Do Attitude:/strong Must have a positive attitude and willingness to learn./lilistrongAbility to Follow Guidelines:/strong Must be able to understand and follow established guidelines and procedures./lilistrongEvaluation and Decision-Making:/strong Must be able to evaluate and select among alternative courses of action quickly and accurately./lilistrongHandle Pace and Pressure:/strong Must work well in stressful, high-pressure situations and maintain composure and objectivity under pressure./lilistrongListening, Conflict Resolution:/strong Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests./lilistrongFinancial Skills:/strong Must be able to work with and understand financial information and data, and basic arithmetic functions./lilistrongOther Required Skills:/strong Must be attentive to detail and meet deadlines./lilistrongTechnology:/strong Must be proficient in Windows operating systems, Company approved spreadsheets and word processing./lilistrongCommunication Skills:/strong Must be able to convey information and ideas clearly./lilistrongHospitality and Guest Service:/strong Leads team members to always provide friendly service with a smile to guests./lilistrongCertifications and Licenses:/strong Must meet the legal age to serve alcoholic beverages (at select properties). A valid Drivers License is required./lilistrongMarket Knowledge:/strong Basic market knowledge./lilistrongAge Requirement:/strong Must be 18 years of age or older to perform this job./lilistrongSchedule and Travel:/strong Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel./li/ulpPhysical Working Demands
Working Environment:/ppThe 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:/pulliStand or remain in a stationary position for long periods of time (3-4 hours at a time)./liliType on and operate computers and other office machinery or devices, do 10-key operation and data entry/li/ul/div
Quality/liliTeamwork/li/ulpDuties and expectations:/pp1. Happy Guests/pullistrongGuest Relations:/strong Greet guests happily upon arrival and throughout their stay with a smile./lilistrongName Use:/strong Use the guests names whenever possible, ensuring they feel properly welcomed./lilistrongGuest Satisfaction:/strong All Team Members work together to contribute to great guest satisfaction scores./lilistrongRecovery:/strong Ability to handle challenging guest situations with hospitality and a sense of urgency./lilistrongHotel Knowledge:/strong Strong knowledge of all features of the hotel facility and amenities./lilistrongEvents:/strong Awareness and support for all groups and events at the hotel./lilistrongTechnology:/strong Understanding of relevant technology for each role./lilistrongPhone Etiquette:/strong Answer all incoming calls with friendly service using the approved greeting./li/ulp2. Spotless Cleanliness/pullistrongSparkling Clean Workspaces:/strong All areas, both front and back of the house, should be kept clean and well-organized./lilistrongPitching In:/strong 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./lilistrongHospitality While Cleaning:/strong Always greet every guest happily with a smile, by name if possible, while cleaning./li/ulp3. Product Consistency
Quality/pullistrongChecklists to 100% Accuracy:/strong All operational checklists are completed accurately and at the designated times, every shift./lilistrongShift Handover Reports:/strong Handover reports must be accurate and on time, for effective shift-to-shift communication./lilistrongFlawless Uniform:/strong 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./li/ulp4. Teamwork/pullistrongCommunication:/strong Communication between Team Members should be clear, honest, and professional./lilistrongCan Do Attitude:/strong Willing to stretch beyond traditional role to meet the needs of the business and MCRs guests./lilistrongCollaboration:/strong All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace./li/ulpSection Two: Role Specific Duties and Expectations/ppThe Catering Sales Manager is accountable for proactively soliciting and handling catering sales opportunities. Ensures business is turned over properly and in a timely fashion for service delivery. Conducts day-to-day activities related to catering sales with a focus on building long-term, value-based customer relationships that enable achievement of sales objectives./pulliCollaborate with the operations team to develop and implement cutting-edge, comprehensive plans for groups and events./liliOversee the events efforts for the hotel. Lead by example and mentor team members to effectively implement smart strategies./liliNurture and grow client relationships through upselling and proactive customer service once contracts have been signed and handed over to the events team./liliPlan, organize, and manage all aspects of events and group meetings from conception to completion, including menu and room set planning, audio visual, logistics, equipment rentals, tastings, menus, themes, walkthroughs, participation on the floor during event service, invoicing, and follow-up./liliEnsure MCR Events SOPS are followed and completed accurately./liliMaintain accurate, organized, and up-to-date file management system in order to quickly and effectively meet clients and colleagues needs; utilizing Delphi to trace all daily activities and correspondence with clients to ensure prompt responses./liliIdentify and act on business opportunities through a constant pursuit of knowledge about market trends, competition, and customers./liliCommunicate accurately and effectively in verbal and written form with guests and associates so as to respond accurately and completely to people to give directions, instructions, information, answer questions and provide service as required./liliWork to continuously improve customer service by integrating obtained feedback into action plans./liliNegotiate with clients for banquets, meetings and other functions, all arrangements, suggesting menus, bar set up, room arrangements as per policy and procedure. On completion of negotiations, inform other departments of arrangements in writing which are necessary to assure success of the function./liliUnderstand the impact of Banquet operations on the overall success of the hotel./li/ulpSection Three: Success Metrics/ppHappy Guests/pulliManagement Performance Ratings/liliGuest Satisfaction Scores/Intent to Return/li/ulpSpotless Cleanliness/pulliGM/AGM Spot Checks/liliLeadership Walk-throughs (RVP, etc.)/liliGuest Ratings/Reviews/li/ulpProduct Consistency
Quality/pulliChecklist Tracking/liliManagement Performance Ratings/liliGuest Ratings/li/ulpTeamwork/pulliManagement Performance Ratings/li/ulpSection Four: Qualifications
Requirements/ppQualifications
Requirements:/pullistrongEducation:/strong Bachelors or Associates degree is preferred./lilistrongWork Experience:/strong Experience in a hospitality, service, consumer-facing franchise or related field preferred./li/ulullistrongCan-Do Attitude:/strong Must have a positive attitude and willingness to learn./lilistrongAbility to Follow Guidelines:/strong Must be able to understand and follow established guidelines and procedures./lilistrongEvaluation and Decision-Making:/strong Must be able to evaluate and select among alternative courses of action quickly and accurately./lilistrongHandle Pace and Pressure:/strong Must work well in stressful, high-pressure situations and maintain composure and objectivity under pressure./lilistrongListening, Conflict Resolution:/strong Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests./lilistrongFinancial Skills:/strong Must be able to work with and understand financial information and data, and basic arithmetic functions./lilistrongOther Required Skills:/strong Must be attentive to detail and meet deadlines./lilistrongTechnology:/strong Must be proficient in Windows operating systems, Company approved spreadsheets and word processing./lilistrongCommunication Skills:/strong Must be able to convey information and ideas clearly./lilistrongHospitality and Guest Service:/strong Leads team members to always provide friendly service with a smile to guests./lilistrongCertifications and Licenses:/strong Must meet the legal age to serve alcoholic beverages (at select properties). A valid Drivers License is required./lilistrongMarket Knowledge:/strong Basic market knowledge./lilistrongAge Requirement:/strong Must be 18 years of age or older to perform this job./lilistrongSchedule and Travel:/strong Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel./li/ulpPhysical Working Demands
Working Environment:/ppThe 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:/pulliStand or remain in a stationary position for long periods of time (3-4 hours at a time)./liliType on and operate computers and other office machinery or devices, do 10-key operation and data entry/li/ul/div