Night Auditor

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MCR Universal Role Standards – Executive

Summary:

CLEANLINESS and FRIENDLINESS!

• Happy Guests
• Spotless Cleanliness
• Product Consistency & Quality
• Teamwork

• 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.
• Spotless Cleanliness
• Sparkling Clean Work spaces:
  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.
• 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.
• 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.

• Audit Management:
  All hotel audit‑related reports must be completed and sent out by the designated time on the overnight checklist.
• Security:
  Overnight security measures should be followed to ensure a safe environment for all team members and guests including, but not limited to locking exterior entrances at the designated times, following protocols for late arriving guests, and following procedures for handling safety and security issues.
• Incoming Mail:
  Receive and note all incoming mail as required per the daily shift checklist.

• Happy Guests:
  Management Performance Ratings, Guest Satisfaction Scores/Intent to Return.
• Spotless Cleanliness: GM/AGM Spot Checks, Leadership Walk‑throughs, Guest Ratings/Reviews.
• Product Consistency & Quality:
  Checklist Tracking, Management Performance Ratings, Guest Ratings.
• Teamwork:
  Management Performance Ratings.

• Experience in a hospitality, service, consumer‑facing franchise or related field preferred.
• Can‑Do Attitude:
  Must have a positive attitude and willingness to learn.
• Ability to Follow Guidelines:
  Must be able to understand and follow established guidelines and procedures.
• Handle Pace and Pressure:
  Must work well in stressful, high‑pressure situations.
• Listening, Conflict Resolution:
  Must be effective at listening to, understanding, clarifying, and resolving concerns.
• Communication
  
  Skills:
  
  Must convey information and ideas clearly.
• Hospitality and Guest Service:
  Must desire to serve all guests.
• Age Requirement:
  Must be 18 years of age or older.
• Schedule and Travel:
  Must be willing to work a varied schedule that may include evenings, nights, weekends, and holidays.
• Clock‑in/Out:
  Arrive and clock in on time; never work off the clock.
• Breaks:
  Clock in/out for breaks at designated time.
• Call Outs:
  Provide sufficient notice when calling out for a scheduled shift.