Front Desk Agent - Full-time

p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"stronguCourtyard Alexandria/u/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"nbsp;/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"stronguSECTION ONE: MCR Universal Role Standards/u/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongnbsp;/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongEXECUTIVE SUMMARY/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongnbsp;/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-size: 10pt; font-family: 'times new roman', times;"CLEANLINESS and FRIENDLINESS!/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-size: 10pt; font-family: 'times new roman', times;"The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests./span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"nbsp;/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongAREAS OF EXCELLENCE/strong/span/p ul li style="font-family: 'times new roman', times; font-size: 13.3333px;"span style="font-family: 'times new roman', times; font-size: 13.3333px;"Happy Guests /span/li li style="font-family: 'times new roman', times; font-size: 13.3333px;"span style="font-family: 'times new roman', times; font-size: 13.3333px;"Spotless Cleanliness/span/li li style="font-family: 'times new roman', times; font-size: 13.3333px;"span style="font-family: 'times new roman', times; font-size: 13.3333px;"Product Consistency amp; Quality/span/li li style="font-family: 'times new roman', times; font-size: 13.3333px;"span style="font-family: 'times new roman', times; font-size: 13.3333px;"Teamwork/span/li /ul p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"nbsp;/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongspan style="text-transform: uppercase;"Duties and Expectations/span/strongspan style="text-transform: uppercase;" nbsp;nbsp;nbsp;nbsp;nbsp; /span/span/p pspan style="font-family: 'times new roman', times; font-size: 10pt;"strongspan style="white-space: normal;"1. Happy Guests/span/strong/span/p ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongGuest Relations:/strongnbsp; Greet guests happily upon arrival and throughout their stay with a smile./span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongName Use:/strongnbsp; Use the guestsrsquo; names whenever possible, ensuring they feel properly welcomed. /span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongGuest Satisfaction/strong:nbsp; All Team Members work together to contribute to great guest satisfaction scores./span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongRecovery/strong:nbsp; Ability to handle challenging guest situations with hospitality and a sense of urgency./span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongHotel Knowledge:/strongnbsp; Strong knowledge of all features of the hotel facility and amenities. /span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongEvents:/strongnbsp; Awareness and support for all groups and events at the hotel./span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongTechnology:/strongnbsp; Understanding of relevant technology for each role./span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongPhone Etiquette:/strongnbsp; Answer all incoming calls with friendly service using the approved greeting. /span/li /ul pspan style="font-family: 'times new roman', times; font-size: 10pt;"strongspan style="color: #000000;"span style="white-space: normal;"2. Spotless Cleanliness/span/span/strong/span/p ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongSparkling Clean Workspaces:nbsp; /strongAll areas, both front and back of the house, should be kept clean and well-organized. /span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongPitching In:/strongnbsp; 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./span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongHospitality While Cleaning:/strongnbsp; Always greet every guest happily with a smile, by name if possible, while cleaning./span/li /ul pspan style="color: #000000; font-family: 'times new roman', times; font-size: 10pt;"strongspan style="white-space: normal;"3. Product Consistency amp; Quality/span/strong/span/p ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongChecklists to 100% Accuracy:/strongnbsp; All operational checklists are completed accurately and at the designated times, every shift./span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongShift Handover Reports:/strongnbsp; Handover reports must be accurate and on time, for effective shift-to-shift communication./span/li /ul ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongFlawless Uniform:/strongnbsp; 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./span/li /ul pspan style="font-family: 'times new roman', times; font-size: 10pt;"strongspan style="white-space: normal;"4. Teamwork/span/strong/span/p ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongCommunication:/strongnbsp; Communication between Team Members should be clear, honest, and professional./span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongCan Do Attitude:/strongnbsp; Willing to stretch beyond traditional role to meet the needs of the business and MCRrsquo;s guests./span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongCollaboration:/strongnbsp; All Team Members at all levels must be committed to working together to create a welcoming environment for guests and an effective, positive workplace./span/li /ul p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongnbsp;/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"stronguSECTION TWO: Front Desk Agent, Role Specific Duties and Expectations/u/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongnbsp;/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-size: 10pt; font-family: 'times new roman', times;"The core mission of thestrong Front Desk Agent/strong is to ensure all guests enjoy a friendly arrival and departure experience, while addressing all needs and requests in a timely, efficient and hospitable manner. /span/p p style="margin: 0in 0in 0in 0.5in; font-size: 10pt; font-family: 'Times New Roman', serif;"nbsp;/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongOther Duties and Expectations/strong/span/p ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongCheck-in/Out Efficiency:/strongnbsp; All guests checked-in/out in a timely manner. All guests should be contacted after check-in to ensure their room is satisfactory and there is nothing else required to make their stay more comfortable./span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongRate Schedule:/strongnbsp; Up-to-date understanding of room rates, promotions./span/li /ul ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongIncoming Mail:nbsp;/strong Receive and note all incoming mail as required per the daily shift checklist./spannbsp;/li /ul p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongnbsp;/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"stronguSECTION THREE: Success Metrics/u/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongspan style="color: #215e99;"nbsp;/span/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongHappy Guests/strong/span/p ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-size: 10pt; font-family: 'times new roman', times;"Management Performance Ratings/span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-size: 10pt; font-family: 'times new roman', times;"Guest Satisfaction Scores/Intent to Return/span/li /ul p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongSpotless Cleanliness/strong/span/p ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-size: 10pt; font-family: 'times new roman', times;"GM/AGM Spot Checks/span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-size: 10pt; font-family: 'times new roman', times;"Leadership Walk-throughs (RVP, etc.)/span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-size: 10pt; font-family: 'times new roman', times;"Guest Ratings/Reviews/span/li /ul p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongProduct Consistency amp; Quality/strong/span/p ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-size: 10pt; font-family: 'times new roman', times;"Checklist Tracking/span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-size: 10pt; font-family: 'times new roman', times;"Management Performance Ratings/span/li li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-size: 10pt; font-family: 'times new roman', times;"Guest Ratings/span/li /ul p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongTeamwork/strong/span/p ul style="margin-bottom: 0in; margin-top: 0px;" li style="margin: 0in 0in 0in 0px; font-size: 10pt; font-family: 'times new roman', times;"span style="font-size: 10pt; font-family: 'times new roman', times;"Management Performance Ratings/span/li /ul p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongnbsp;/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"stronguSECTION FOUR: Qualifications amp; Requirements/u/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times; font-size: 10pt;"strongnbsp;/strong/span/p p style="margin: 0in; font-size: 10pt; font-family: 'Times New Roman', serif;"span style="font-family: 'times new roman', times;