Houseperson

MCR Hotels•Charlotte, NC

1d•Onsite

About The Position

The MCR standard for this Houseperson role is to provide clean, friendly, well-organized, and safe hotels for guests. The position emphasizes achieving happy guests, maintaining spotless cleanliness, ensuring product consistency and quality, and fostering teamwork. Team members are expected to greet guests warmly, use their names, contribute to high guest satisfaction scores, and handle challenging situations with urgency. The role requires maintaining sparkling clean workspaces, including guest rooms and public spaces, and completing operational checklists accurately. Communication and collaboration among team members are crucial for creating a welcoming environment. Specifically, the Houseperson is responsible for luggage handling, cleaning and maintaining guest hallways, stairwells, service areas, ice rooms, and exterior grounds. They also manage trash and soiled linen, monitor public space furniture, and ensure guest floor linen closets and amenities are well-stocked.

Requirements

Must have a positive attitude and willingness to learn.
Must be able to understand and follow established guidelines and procedures.
Must work well in stressful, high-pressure situations.
Must be effective at listening to, understanding, clarifying, and resolving the concerns and issues raised by co-workers and guests.
Must be able to convey information and ideas clearly.
Must have a desire to serve all guests.
Must be 18 years of age or older to perform this job.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.

Nice To Haves

Experience in a hospitality, service, consumer-facing franchise or related field.

Responsibilities

Greet guests happily upon arrival and throughout their stay with a smile.
Use the guests’ names whenever possible, ensuring they feel properly welcomed.
Contribute to great guest satisfaction scores.
Handle challenging guest situations with hospitality and a sense of urgency.
Maintain strong knowledge of all features of the hotel facility and amenities.
Be aware of and support for all groups and events at the hotel.
Understand relevant technology for each role.
Answer all incoming calls with friendly service using the approved greeting.
Keep all areas, both front and back of the house, clean and well-organized.
Clean guest rooms and public spaces as needed.
Greet every guest happily with a smile, by name if possible, while cleaning.
Complete all operational checklists accurately and at the designated times, every shift.
Ensure handover reports are accurate and on time, for effective shift-to-shift communication.
Wear a clean, approved uniform and be well-groomed per the Team Member Handbook, while wearing a nametag and smiling at all times.
Communicate clearly, honestly, and professionally with Team Members.
Be willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
Work together with all Team Members at all levels to create a welcoming environment for guests and an effective, positive workplace.
Store and retrieve luggage or packages for guests in storage areas, as needed.
Clean and maintain the guest hallways, stairwells, service areas and ice rooms.
Collect trash from all exterior garbage receptacles, as well as picking up trash and debris from the parking lot, swimming pool area and common grounds.
Collect trash and soiled linen from the housekeepers and deliver to laundry room.
Monitor placement and condition of public space furniture, report issues to management.
Maintain stock levels in guest floor linen closets and guest amenities.
Replenish amenities and supplies in assigned guestrooms.
Stock and maintain housekeeping cart.
Arrive and clock in on time for every shift worked.
Clock out at the scheduled shift ending time, unless otherwise directed by your immediate supervisor.
Never work while off the clock.
Clock in/out for breaks at the designated time on your schedule.
Provide sufficient notice as directed by your supervisor when calling out for a scheduled shift.