Sheraton New York Times Square Hotel

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 Banquet Manager  is responsible for assisting in directing and motivating the Banquet team while personally providing high quality service to guests based on requirements and standards. Furthermore, this role monitors and controls financial and administrative responsibilities including asset protection, clear communications, having ownership in the success of the event, identify training opportunities, and plans a strategy to accomplish goals.

Responsibilities:

Maintain and apply knowledge of all laws, as they relate to an event.

Understand the impact of Banquet operations on the overall hotel success.

Adhere to and reinforce all standards, policies, and procedures.

Ensure established sanitation levels are maintained.

Manage departmental inventory and maintain equipment.

Use banquet beverage records to control liquor costs and manage the banquet beverage perpetual inventory.

Schedule banquet service staff to forecast and service standards, while maximizing profits.

Set goals and delegate tasks to improve departmental performance.

Conduct monthly department meetings with the Banquet team.

Set a positive example for guest relations.

Interact with guests to obtain feedback on product quality and service levels.

Respond to and handle guest problems and complaints.

Empower team members to provide excellent customer service.

Ensure team members understand expectations and parameters.

Reviews comment cards and guest satisfaction results with team members.

Communicate and execute departmental and property emergency procedures and ensure staff are trained in safety procedures.

Review quarterly Meeting Planner Survey results and participate in the development and implementation of corrective action to address service challenges; focuses on continuous improvement of guest satisfaction.

Lead and participate in all pertinent meetings.

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:

Education:   High school degree (or equivalency) with Hotel/College training preferred

Work Experience:   Experience in F&B required, experience in a hospitality environment a plus.

Must have a positive attitude and willingness to learn.

Ability to follow instructions, assigned tasks, and meet deadlines.

Always provide friendly service with a smile to guests.

Flexible schedule with availability days, nights, holidays, and weekend based on the demands of the hotel.

Must 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 manager. Never work while clocked out.

Must clock in/out for breaks at the designated time on your schedule.

Must 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:

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:  Carrying certain laundry supplies, linens and other items.

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.

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