Job Description
As Night Manager, you will oversee the night-hour supervision of the Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. A Night Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards. Ensuring all operations align with Forbes Travel Guide and Waldorf Astoria Kuala Lumpur. Oversee the overall Front Office operations to ensure consistently high service standards and smooth daily performance . Represent the Hotel Manager and other senior managers in their absence, taking full responsibility of the hotel. Act as the primary escalation point, resolving guest and operational issues promptly, effectively, and professionally . Ensure all Duty Managers adhere to company policies, procedures, service standards, and brand expectations. Serve as the main contact for regular, VIP, and suite guests, ensuring personalized service and guest satisfaction . Inspect VIP rooms prior to arrival, welcome VIP guests on behalf of Management, and ensure appropriate departure courtesies are extended . Maintain strong awareness of in-house VIP guests and actively obtain feedback for Management attention . Maximize room occupancy and revenue through effective rate control, availability management, and upselling techniques . Ensure proper handling of foreign currency, credit card transactions, and cash in compliance with hotel credit policies . Complete Night Audit responsibilities and ensure accurate financial and operational reporting . Prepare and communicate clear and detailed shift handovers to the morning team and Duty Manager . Monitor hotel availability and make informed decisions on walk-ins or overbookings in the absence of senior management . Maintain visibility in the lobby at all times to address guest needs, operational issues, and immediate decisions. Conduct regular property inspections, including health, safety, and security checks, ensuring compliance at all times . Ensure adherence to all security and emergency procedures and take appropriate action when required . Actively monitor guest feedback, ratings, and trends to identify opportunities for service improvement . Lead the resolution of guest complaints and service recovery situations, ensuring timely and satisfactory outcomes . Ensure full compliance with Waldorf Astoria Kuala Lumpur and Forbes Travel Guide standards through regular audits and checks. Monitor team member conduct and performance, escalating issues to relevant department heads for follow-up action . Support other departments as needed to ensure smooth hotel operations . Approve rebates and paid-outs with valid justification and supporting documentation in accordance with policies. Guest and Team Member Experience. Ensures a strong professional relationship with all levels of Team Members within the hotel, taking an active interest in their welfare, safety and development. Respectful of the time of the organization as well as that of other Team Members. Puts a high value in promptness for any related work attendance matters, be it training, meetings or daily work. Encourages Team Members to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation. Ensures that all hotel, company and local rules, policies and regulations relating to financial record keeping, money handling and licensing are adhered to, including the timely and accurate reporting of financial information. Keep oneself informed and updated of the Hotel’s financial goals . Focuses attention in improving productivity levels and prudently manage the energy efficiency of all equipment. Ensures new technology and equipment are embraced, improving productivity while taking work out of the system. Ensures that the confidentiality of all Team Member information and benefits packages must be strongly adhered to. Operational. Monitors and maintains the proper appearance of the office area. Ensures that the Waldorf Astoria Brand Service Standards is fully implemented and adhered to . Participates in and supports Waldorf Astoria Ambassador Network initiatives for Team Members and participates in the Waldorf Astoria Ambassador Network Committee Meetings (as necessary). Coordinates and assists in team activities and promotes a “can-do” attitude. Sets an example for a high standard of personal hygiene and luxury grooming. Attends training sessions and meetings as when required. Carries out any other reasonable duties and responsibilities as assigned. A Night Manager serving Hilton brands is always working on behalf of our Guests and working with other Team Members. Have a degree, diploma, or formal certification in Hotel Management or equivalent. A minimum of 2 years of Front Office supervisory experience in the hotel, leisure, and/or retail sectors. Current and demonstrated knowledge of health and safety and security procedures. Calm, efficient, and able to work well under pressure. Excellent inter-personal and communication skills.
