Night Auditor – MCR Hotels
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The Front Desk Night Audit at the Canopy by Hilton Charlotte Southpark is responsible for providing an overall positive guest experience while managing the customer-facing administrative processes of the hotel.
Overview
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
Responsibilities and Expectations
- Greet guests happily upon arrival and throughout their stay with a smile; use guests\' names whenever possible.
- Contribute to great guest satisfaction scores; recover effectively from challenging guest situations with hospitality and urgency.
- Maintain strong knowledge of hotel features and amenities; support groups and events as needed.
- Understand and use relevant technology; perform phone etiquette with an approved greeting.
- Maintain spotless cleanliness and tidy, well-organized workspaces; pitch in to clean guest rooms and public spaces as needed.
- Provide hospitality while cleaning; greet guests with a smile and by name when possible.
- Complete operational checklists accurately and on time; produce accurate shift handover reports.
- Maintain a flawless uniform, be well-groomed, wear a nametag, and maintain a positive attitude.
- Demonstrate clear, honest, and professional communication; show a can-do attitude and willingness to collaborate.
- Support teamwork to create a welcoming guest environment and a positive workplace.
Role-Specific Duties and Expectations
- Audit management: complete and send 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 exterior entrances and handling late-arriving guests per procedures.
- Incoming mail: receive and note all incoming mail as required by the daily shift checklist.
Success Metrics
- Guest-related: management performance ratings, guest satisfaction scores, and likelihood to return.
- Operational: GM/AGM spot checks, leadership walk-throughs, and guest ratings/reviews.
- Product: checklist tracking and overall guest ratings.
- Teamwork: management performance ratings.
Qualifications & Requirements
- Experience in hospitality, service, consumer-facing franchise, or related field preferred.
- Positive attitude with willingness to learn; ability to follow guidelines and procedures.
- Works well under pace and pressure; effective listening and conflict resolution.
- Clear communication and a strong desire to provide hospitable guest service.
- Age 18 or older; willingness to work varied schedules including evenings, nights, weekends, and holidays.
- Clock-in/clock-out discipline; punctuality and proper break management; provide sufficient notice when calling out.
Physical Working Demands & Environment
The physical demands are representative of those required to perform essential functions, including standing, data entry, lifting up to 25 pounds, bending, and movement throughout the hotel. Noise level is moderate with regular team communication.
Additional Information
- Our company: MCR is a major hotel owner-operator with a large portfolio and multiple brands.
- What we offer: hotel discounts, weekly pay, paid time off, retirement options, referral bonuses, career advancement, and health benefits after 30 days for full-time team members.
Note: This description does not create an employment contract. This job is at-will. Benefits and details may vary by location and are subject to change.