Night Manager | Waldorf Astoria Amsterdam

Join the Team at 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 administration tasks. You will be responsible for providing 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.

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?

• Offer 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.
• 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 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.
• Be 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.
• Be jointly responsible for adherence to the Credit Policy at Reception.
• Draw 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.
• Be responsible for the cash inventory allocated, 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:

• Promote and 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.