Night Manager Hilton Hotels

The Night Manager with Waldorf Astoria Hotels and Resorts oversees the night-hour operation and ensures that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. He follows up and makes decisions towards guest and team member issues resolution.

What will I be doing?

The Night Manager with Waldorf Astoria Hotels and Resorts oversees the night-hour operation and ensures that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check-in through check-out. He follows up and makes decisions towards guest and team member issues resolution. A Night Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

• Exercises full hotel authority in the absence of the General Manager during the night shift. Serves as Manager-On-Duty to ensure effective interdepartmental operations and to address and resolve guest and team member questions or issues. Ensures total guest satisfaction and safety.

• Ensures quality appearance, cleanliness, and lighting. Reports any deficiencies and safety hazards to the engineer on duty. Follows up to ensure deficiencies have been addressed and/or corrected.

• Oversees the preparation of daily summary reports for distribution to various hotel departments on the day's business activities.

• Oversees the daily shift closing of GSAs and Supervisors.

• Ensures proper handover to the morning shift.

• Identifies discrepancies, provides constructive feedback, training and coaching to Team Members.

• Reports recurring errors to Front Office Manager for further action.

• Actively participates in training and reviewing Team Member performance.

• Supervises and trains night Guest Services Agents to ensure guests are satisfied with their stay and reports are accurately completed. Maintains overall supervision of all night shift team members.

• Ensures a speedy resolution of any problems that may arise during the shift.

• Serves as FPG Champion and ensures each Team Member is equipped with all the necessary tools for successful upselling.

• Participates in preparation and conducting of Team Member probation/annual reviews.

• Other duties and projects assigned by the Management.

• Talks and interacts with guests to help ensure a relaxing and entertaining environment within the hotel

• Handles guest relocations whenever necessary

• Other duties and projects assigned by the management

• Addresses concerns and reviews the status of overnight operations and issues with concerned department heads to ensure quality.

• Manages any emergencies or discrepancies during the shift.

• Assists with the duties of other departments in case of limited staff and upon Management request.

What are we looking for?

Night Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

• Previous experience in a similar role within a luxury or 5-star hotel.
• High level of IT proficiency
• Excellent leadership, interpersonal and communication skills

• Knowledge of handling hotel emergencies

• Commitment to delivering a high level of customer service
• Ability to work under pressure

• Ability to multitask and prioritize tasks efficiently.

• Flexibility to respond to a variety of work situations
• Ability to work on your own and as part of a team

• Ability to read, write, speak and understand the English language to communicate effectively with guests and team members to ascertain and document appropriate information.