Night Auditor

Chicago ORD IL Hyatt Regency

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
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.
2. Spotless Cleanliness
• 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.
3. 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.
4. 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.

SECTION TWO: Night Auditor, Role Specific Duties and Expectations


ESSENTIAL FUNCTIONS:

• Primary responsibilities include registering guests, making reservations, preparing daily reports, balancing transactions, and conducting security walks.
• Initiate and complete the End of Day process.
• Complete the Night Audit checklist for computer procedures daily.
• Balance the day’s work (i.e., miscellaneous revenue, telephone postings, valet laundry, server and desk agent’s paperwork, etc.)
• Prepare and distribute the Daily Flash Report as needed.
• Transfer the master or house accounts as necessary.
• Run morning reports according to MCR and Brand procedures.
• Complete any reports as requested by management in a timely manner.
• Providing attentive, courteous, and efficient service to all guests prior to arrival and throughout their stay, while maximizing room revenue and occupancy.
• Maintain proper operation of the telephone switchboard.
• Answer guest inquiries about hotel service, facilities, and hours of operation.
• Establish and maintain good communication and teamwork with fellow associates and other departments within the hotel.
• Assist with breakfast setup in select hotels.
• Respond to guest requests in a timely and professional manner.
• Maintain confidentiality and security of all guests and hotel information.
• Document all guest requests, complaints, or problems immediately and notify designated department for resolving the situation. Follow up to ensure completion and guest satisfaction.
• Be aware of all rates, packages, and special promotions.
• Be familiar with all in-house groups and high demand/restricted dates.
• Take all necessary information when taking room reservations and follow rate quoting scenario.
• Be knowledgeable of the front desk computer system.
• Log and deliver packages, mail, and messages.
• Be knowledgeable of the property and amenities, along with any special events, local area attractions and things to do around the hotel.
• Accurately complete the check-in and checkout process.
• Uses creative reasoning and brand standard service tools to overcome guest objections and concerns and to ensure guest service satisfaction.
• Restocks front desk area and supplies as required