Night Manager

As a Night Manager for the Waldorf Astoria Amsterdam you will provide friendly and efficient service to guests during night shifts and ensures safety. Processing of administration tasks.

To provide guests with a memorable stay experience that is personalized to their needs, throughout their stay at the hotel by ensuring that the team is responding efficiently to their enquiries.

What will I be doing?

• To offer our guests a friendly and efficient service at all times, taking account of the established service standards and Management guidelines
• Serve as the senior on duty manager during night hours, handling guest requests, complaints and emergencies. Ensure seamless communication with other departments and maintain high standards of guest service. Make decisions during night shifts to resolve operational, guest-related, or safety issues while maintaining hotel standards.
• Prepare shift handover, log maintenance or operational issues and communicate key information to the morning management team.
• Can fulfil all Guest Service Agent and operator tasks.
• Know the standards and put them into practice in his/ her daily work, thus actively pursuing the hotel’s objectives.
• Supervise the order and cleanliness of the Front desk area as well as the front desk back office. Ensure the appropriate appearance of all employees. Carry out regular checks in the reception and lobby area in respect of the cleanliness, modernity and good condition of the equipment and installations.
• Perform book-outs if necessary
• Support, train, supervise and set self-example to all reception staff in offering an optimal service to all guests, taking account of the established standards
• Promote in-house sales by thorough knowledge of the hotel and active selling of the hotel’s facilities.
• Is familiar with the daily hotel activities.
• Inform the housekeeper, the porters, room service, etc. of special requests, early and late departures, room changes, taxis and all other important information.
• Is jointly responsible for adherence to the Credit Policy at Reception.
• Draws up the daily logistics statistics (check the accuracy of the accommodation prices and market segments of individual and group bookings).
• Check the registration forms and correct transfer of the data in the computer
• Is responsible for the cash inventory allocated to him, i. e. daily check, declaring shortfalls.
• Administration of internal keys (store, restaurant, etc.).
• Monitor hotel premises to ensure the safety and security of guests, staff and property. Respond promptly to incidents, coordinate with security personnel and maintain detailed incident reports.
• Take over from the previous shift and pass on all relevant information to the next shift, including the volume of business, special guests/ events, and items to be clarified/ completed.
• Perform the full night audit in the hotel’s PMS system, ensuring all daily transactions, reservations, payments, and financial reports are accurately reconciled. Review revenue, occupancy and departmental statistics to generate accurate reports.

Supportive function:
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the FOH based upon the particular requirements of the Waldorf Astoria Amsterdam.

• Promote / sell hotel services – SPA, restaurant etc.
• Up-sell rooms, breakfast, Spa and generate extra revenue.
• Receive guests’ complaints, ensure that the guests are satisfied immediately, and inform the FOM.
• Know all the functions of the computer system and eliminate minor errors in the software itself.
• Ensure that all interfaces are running.
• Carry out the daily closing and a data backup of the software system for Reception and accounting.
• Upload information (receipts and dockets) in DocMatrix.
• Administration of internal keys.
• Support the FOM in carrying out all administrative work.
• Daily checks on the arrivals and VIP lists for room allocation, VIP treatments and special requirements.
• Know the emergency equipment and procedures including fire panel and evacuation.
• Knowledge of the Hilton Honors program
• Maintain regular contact with frequent guests and all important guests of the hotel

What are we looking for?

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job.

• Ability to communicate in English, both orally and in writing, with guests and employees, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and to collect accurate information and to resolve problems.
• Any additional language(s) is (are) beneficial.
• Ability to work under pressure and deal with stressful situations during busy periods.
• Demonstrates complete working knowledge of the Waldorf Astoria Amsterdam Service Delivery Standards.
• Gains and maintains a broad cultural awareness.
• A broad knowledge of the city of Amsterdam and surroundings, in order to provide a seamless guest experience.
• Maintain good communication and working relationships with all hotel departments.

You will become a member of the GO Hilton programme, which provides reduced room rates in all our hotels WORLDWIDE, which means you can choose out of over 8,000 properties in more than 100 countries and all this not only for yourself but off course to share with your friends and family as well.

• 50% discount on Food & Beverage
• Discounts on products and services offered by Hilton Worldwide and its partners, for example Guerlain
• Cross training
• Referral bonus across Hilton Hotels in the Netherlands
• Yearly departmental team outing
• Hilton University offers more than 2500 e-learnings

We look forward to explaining in detail the range of excellent benefits that you would expect from a global hotel organization like Hilton Worldwide.