Night Manager | Waldorf Astoria Amsterdam

As a Night Manager for the Waldorf Astoria Amsterdam, you will provide friendly and efficient service to guests during night shifts, ensure safety, and process administrative 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 responds efficiently to their enquiries.

What will I be doing?

• Offer guests a friendly and efficient service at all times, taking account of 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, maintain logs of operational issues, and communicate key information to the morning management team.
• Fulfil all Guest Service Agent and operator tasks.
• Know the standards and put them into practice in daily work, actively pursuing the hotel’s objectives.
• Supervise order and cleanliness of the Front Desk area and back office; ensure appropriate appearance of all employees; carry out regular checks in reception and lobby areas regarding cleanliness, modernity, and condition of equipment and installations.
• Perform book-outs if necessary.
• Support, train, supervise, and set a self-example to reception staff in offering optimal service to all guests, taking account of established standards.
• Promote in-house sales through thorough knowledge of the hotel and active selling of the hotel’s facilities.
• Be familiar with daily hotel activities.
• Inform housekeeping, porters, room service, etc. of special requests, early and late departures, room changes, taxis, and other important information.
• Be jointly responsible for adherence to the Credit Policy at Reception.
• Draw up daily logistics statistics (check accuracy of accommodation prices and market segments of individual and group bookings).
• Check registration forms and correct transfer of data in the computer.
• Be responsible for the allocated cash inventory (daily checks and declaring shortfalls).
• Administer 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 relevant information to the next shift, including volume of business, special guests/events, and items to be clarified/completed.
• Perform the full night audit in the hotel’s PMS system, ensuring 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, and Spa to generate extra revenue.
• Receive guests’ complaints, ensure guests are satisfied immediately, and inform the FOM.
• Know all functions of the computer system and eliminate minor software errors.
• Ensure all interfaces are running.
• Carry out daily closing and 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 administrative work.
• Daily checks on arrivals and VIP lists for room allocation, VIP treatments, and special requirements.
• Know emergency equipment and procedures including fire panel and evacuation.
• Knowledge of the Hilton Honors program.
• Maintain regular contact with frequent guests and other 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