Job Description
Hilton Garden Inn Phoenix Airport North
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
1. Happy Guests
SECTION TWO: Lead Engineer, Role Specific Duties and Expectations
Other Duties and Expectations
SECTION THREE: Success Metrics
Happy Guests
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
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.
- 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.
- 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.
- 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: Lead Engineer, Role Specific Duties and Expectations
Other Duties and Expectations
- Department Leadership: Independently oversee the daily operations of the Engineering Department, providing clear direction, appropriate supervision, and accountability for all assigned responsibilities. Lead by example and demonstrate the technical skills, work ethic, and professionalism expected of the Engineering team.
- Management Communication: Maintain consistent, proactive, and professional communication with the General Manager, department managers, supervisors, and Engineering employees. Respond to management emails and requests within the same business day, communicate urgent concerns immediately, and provide accurate updates regarding maintenance issues, operational concerns, and expected completion times.
- Team Communication and Support: Establish effective working relationships with all Engineering employees. Clearly communicate assignments, provide necessary training and support, address concerns professionally, and ask questions or seek clarification when needed. Ensure all team members understand their responsibilities and performance expectations.
- Repair Requests: Respond to guest and departmental maintenance requests promptly and ensure their timely completion. Personally perform repairs as needed while effectively assigning and supervising work completed by other Engineering employees. Confirm and document completion through the electronic work order platform.
- Work Order Management: Maintain complete oversight of all work orders through MaintainX or the designated electronic work order platform. Review new and outstanding requests daily, assign appropriate priorities, monitor progress, and ensure accurate documentation and timely completion. Create follow-up work orders for unresolved issues and proactively communicate delays or additional resource needs.
- Daily Management Meetings: Attend daily management stand-up meetings fully prepared to provide accurate updates on new, pending, overdue, and completed work orders. Demonstrate knowledge of current maintenance issues, departmental priorities, and any operational concerns requiring management attention.
- Preventative Maintenance Process: Ensure all guest room, public area, and equipment Preventative Maintenance is completed accurately and on schedule in accordance with the hotel-provided PM Program. Maintain current electronic records, verify completed work, and create follow-up work orders for deficiencies identified during inspections.
- Hands-On Technical Responsibilities: Demonstrate the ability to independently diagnose, troubleshoot, and complete routine maintenance and repair work involving plumbing, electrical, HVAC, mechanical equipment, guest room fixtures, and general building systems within the scope of training and applicable licensing requirements. The Chief Engineer is expected to actively participate in maintenance work rather than functioning solely in an administrative capacity.
- Daily Operational Inspections: Ensure all required daily inspections and maintenance tasks are completed and properly documented. This includes pool maintenance, chemical testing, equipment inspections, and other operational responsibilities. Personally demonstrate the ability to perform these duties correctly and hold Engineering employees accountable for consistent completion.
- Safety and Health Codes: Ensure all safety measures are followed in accordance with approved work checklists and applicable regulations. Ensure pool and spa operations comply with local health codes, including required chemical readings and documentation. Immediately report emergency or life safety concerns to the General Manager and take appropriate corrective action. Respond to emergency situations using information contained in Safety Data Sheets.
- Department Scheduling: Independently prepare accurate weekly Engineering schedules based on hotel occupancy, operational needs, employee availability, preventative maintenance requirements, and appropriate departmental coverage. Ensure schedules are completed by established deadlines and communicate staffing concerns proactively.
- Inventory Management: Maintain accurate knowledge and control of Engineering supplies, tools, equipment, and replacement parts. Establish organized storage locations, maintain appropriate inventory records, identify minimum stock levels, and proactively order necessary supplies. Be able to accurately identify available inventory and anticipated purchasing needs without routinely relying on other employees for basic departmental information.
- Vendor Coordination: Communicate effectively with outside contractors and service providers, coordinate necessary repairs and preventative maintenance, obtain appropriate quotes, and follow through to ensure work is completed correctly and in a timely manner. Keep the General Manager informed of significant vendor issues, costs, and project timelines.
- Full Property Walks: Conduct full property inspections at minimum at the beginning and end of each scheduled shift. Identify maintenance deficiencies, document necessary repairs, create appropriate work orders, and ensure timely corrective action. Maintain awareness of the overall physical condition of the hotel.
- Maintenance Area Upkeep: Ensure the Engineering office, maintenance shop, storage areas, and equipment rooms are consistently clean, safe, organized, and professionally maintained. Establish and enforce departmental housekeeping standards, including proper storage of tools, parts, and supplies.
- Project and Priority Management: Effectively prioritize daily maintenance needs, preventative maintenance, capital projects, and urgent operational issues. Establish realistic completion timelines, monitor progress, and proactively communicate any obstacles or delays.
- Department Accountability: Take ownership of the overall performance and productivity of the Engineering Department. Ensure assignments are completed without repeated reminders or unnecessary intervention from the General Manager. Anticipate operational needs, identify solutions, and consistently follow through on commitments.
SECTION THREE: Success Metrics
Happy Guests
- Management Performance Ratings
- Guest Satisfaction Scores/Intent to Return
- GM/AGM Spot Checks
- Leadership Walk-throughs (RVP, etc.)
- Guest Ratings/Reviews
- Checklist Tracking
- Management Performance Ratings
- Guest Ratings
- . click apply for full job details
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