Night Auditor

Join to apply for the Night Auditor role at MCR Hotels
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Location:

Norfolk, VA | Salary: $85,000.00–$95,000.00.

Courtyard Downtown Norfolk 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

Duties and Expectations

• 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: 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: maintain clean work spaces throughout the front and back of the house.
• Sparkling Clean Work spaces: all areas should be kept clean and well‑organized.
• Pitching In: help clean guest rooms and public spaces as needed.
• Hospitality While Cleaning: greet guests happily with a smile while cleaning.
• Product Consistency & Quality: complete all operational checklists accurately on time.
• Checklists to 100% Accuracy: ensure all checklists are completed accurately at the designated times.
• Shift Handover Reports: accurate and timely handover reports to enable effective shift‑to‑shift communication.
• Flawless Uniform: wear a clean, approved uniform, be well‑groomed, wear a nametag and smile at all times.
• Teamwork: communicate clearly, honestly and professionally.
• Can‑Do Attitude: stretch beyond the traditional role to meet the needs of the business and guests.
• Collaboration:
  
  work together at all levels to create a welcoming environment for guests and an effective workplace.

SECTION TWO:
Night Auditor, Role

Specific Duties and Expectations Other Duties And Expectations

• Audit Management: complete all hotel audit‑related reports by the designated time on the overnight checklist.
• Security: follow overnight security measures to ensure a safe environment, including locking entrances, handling late arrivals, and responding to safety issues.
• Incoming Mail: receive and note all incoming mail per the daily shift checklist.

SECTION THREE:
Success Metrics Happy Guests

• Management Performance Ratings
• Guest Satisfaction Scores / Intent to Return

Spotless Cleanliness

• GM/AGM Spot Checks
• Leadership Walk‑throughs (RVP, etc.)
• Guest Ratings / Reviews

Product Consistency & Quality

• Checklist Tracking
• Management Performance Ratings
• Guest Ratings

Teamwork

• Management Performance Ratings

SECTION FOUR:
Qualifications & Requirements

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

Physical Working Demands & Working Environment

While performing the duties of this job, the employee is regularly required to:

• Stand or remain in a stationary position for long periods of time (3–4 hours at a time).
• Type on and operate computers, perform 10‑key operation and data entry, dial a…