Night Auditor

MCR Hotels•Mt Prospect, IL

2d•Onsite

About The Position

The MCR standard is to provide clean, friendly, well-organized and safe hotels for our guests. This role is responsible for completing all hotel audit-related reports by the designated time, ensuring overnight security measures are followed for a safe environment, and receiving and noting all incoming mail as required per the daily shift checklist. The Night Auditor is expected to greet guests happily, use their names whenever possible, and contribute to great guest satisfaction scores. They must be able to handle challenging guest situations with hospitality and a sense of urgency, possess strong knowledge of hotel features and amenities, and be aware of and support all groups and events at the hotel. Understanding of relevant technology for the role and excellent phone etiquette are also key. Cleanliness is a team effort, and all team members may be expected to pitch in to clean as needed. Operational checklists must be completed accurately, and shift handover reports must be accurate and on time for effective communication. A flawless uniform and professional grooming are required. Communication between team members should be clear, honest, and professional, with a 'can-do' attitude and a commitment to collaboration to create a welcoming environment for guests and a positive workplace.

Requirements

Experience in a hospitality, service, consumer-facing franchise or related field preferred.
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.
Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays based upon the demands of the hotel.
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 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.
Stand or remain in a stationary position for long periods of time (3-4 hours at a time).
Type on and operate computers and other office machinery or devices, do 10-key operation and data entry, dial a telephone, manually manipulate objects, handles, tools, and/or controls.
Bend, stoop, crouch, lift and transport supplies of up to 25 pounds throughout the hotel, and move throughout the hotel and the rooms.
Inspect and visually observe details at close range (within a few feet) and from long range.
Read, write, understand and communicate with others effectively using the English language.

Responsibilities

Complete all hotel audit-related reports and send them out by the designated time on the overnight checklist.
Follow overnight security measures to ensure a safe environment for all team members and guests, including locking exterior entrances, following protocols for late arriving guests, and handling safety and security issues.
Receive and note all incoming mail as required per the daily shift checklist.
Greet guests happily upon arrival and throughout their stay with a smile, using their names whenever possible.
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 all groups and events at the hotel.
Understand and utilize relevant technology for the 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.
Pitch in to clean guest rooms and public spaces as needed to ensure the hotel is well-organized and safe.
Greet every guest happily with a smile, by name if possible, while cleaning.
Complete all operational checklists accurately and at the designated times.
Ensure shift 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, wearing a nametag and smiling at all times.
Communicate clearly, honestly, and professionally with team members.
Exhibit a 'can-do' attitude, willing to stretch beyond traditional role to meet the needs of the business and MCR’s guests.
Work collaboratively with all team members to create a welcoming environment for guests and an effective, positive workplace.