Night Manager (Pre-Opening) - Conrad Kuala Lumpur
The Night Manager assists the Front Office Manager in the administration and management of all Front Office operations to ensure profitability, control costs and quality standards, ensuring total guests' satisfaction. This role efficiently coordinates the day-to-day operation of the Welcome Desk and Guest Relations division, providing leadership at frontline level.
As the Night Manager, you will be responsible for performing the following tasks to the highest standards:
Oversee and manage the overall Front Office operation during the night shift, ensuring all hotel standards, policies, and procedures are consistently followed.
Provide a warm, professional, and personalized welcome to all guests, particularly late-night arrivals, VIPs, repeat guests, and special occasions.
Ensure smooth and efficient check-in and check-out procedures and respond promptly to all guest requests and enquiries.
Monitor guest satisfaction and take ownership of complaints, service recovery, and operational issues, ensuring appropriate follow-up.
Act as the primary management contact for guests and team members during the night and make sound decisions in the absence of other senior management.
Review VIP arrivals, group arrivals, special requests, room allocations, and other important guest information prior to the night shift.
Monitor room availability, room status, overbooking situations, out-of-order rooms, and other Front Office matters that may affect overnight operations.
Ensure all Front Office cash handling, billing, deposits, refunds, adjustments, discounts, and payment procedures are conducted in accordance with hotel policies.
Promote room upgrades, hotel facilities, packages, dining outlets, and other services where appropriate to maximize guest satisfaction and revenue opportunities.
Supervise, guide, and support Front Office and Guest Services team members during the night shift.
Allocate duties effectively and ensure adequate staffing and resources are available throughout the night.
Conduct shift briefings and ensure the team is aware of VIPs, arrivals, departures, events, guest preferences, outstanding issues, and operational priorities.
Monitor the performance and appearance of team members and provide coaching and guidance where necessary.
Ensure the Front Office, lobby, entrance, and other guest-facing areas maintain the required standards of cleanliness, presentation, and ambience throughout the night.
Conduct regular operational and safety checks of the hotel’s public areas and relevant facilities.
Work closely with the Security team to maintain the safety and security of guests, team members, hotel property, and facilities.
Respond appropriately to emergencies, incidents, medical situations, security concerns, fire alarms, and other unexpected situations, following established hotel procedures.
Liaise with Engineering regarding urgent maintenance issues affecting guest rooms or hotel operations and ensure appropriate follow-up.
Coordinate with Housekeeping, Food & Beverage, Security, Engineering, and other departments to resolve overnight guest and operational requirements.
Monitor late-night guest activities and ensure hotel policies relating to noise, safety, security, and guest conduct are appropriately managed.
Ensure all guest requests, incidents, complaints, and outstanding matters are properly recorded and communicated to the relevant departments.
Review daily operational reports and identify discrepancies or issues requiring management attention.
Ensure all Front Office and night shift procedures are completed accurately and on time.
Maintain effective communication with the Duty Manager, Front Office Manager, and other relevant departments regarding significant overnight matters.
Prepare a comprehensive shift handover for the morning team, including guest feedback, incidents, VIP matters, maintenance issues, pending requests, and other follow-up actions.
Support the preparation of the hotel for the morning operation by reviewing arrivals, departures, room status, VIPs, groups, and special requirements.
Ensure compliance with hotel service standards, SOPs, health and safety requirements, security procedures, and company policies.
Identify opportunities to improve guest service, operational efficiency, and departmental procedures and communicate recommendations to management.
Maintain confidentiality of guest information and hotel operational matters at all times.
Carry out any other reasonable duties and responsibilities as assigned by Management.
Demonstrate genuine care and attention to every guest and consistently deliver a high level of hospitality.
Anticipate guest needs and provide proactive assistance wherever possible.
Handle complaints and difficult situations calmly, professionally, and with appropriate urgency.
Empower team members to resolve guest concerns within their authority while ensuring appropriate escalation when required.
Maintain a professional and welcoming presence throughout the night.
Ensure every guest interaction reflects the hotel's service culture and commitment to creating memorable stays.
Lead by example and maintain a positive, professional, and supportive working environment.
Coach and develop team members through regular feedback and on-the-job guidance.
Ensure team members understand their responsibilities, hotel standards, and night shift procedures.
Monitor attendance, grooming, punctuality, productivity, and overall performance.
Recognize good performance and address service or performance gaps appropriately.
Encourage teamwork and effective communication between the Front Office and other departments.
Ensure all Front Office financial procedures are followed accurately.
Monitor cash floats, credit transactions, postings, adjustments, and other financial activities during the night.
Support the Night Audit process and investigate discrepancies where required.
Ensure hotel assets, keys, access cards, guest information, and other controlled items are properly managed.
Monitor operational costs and identify opportunities to improve efficiency without compromising guest service.
Ensure the safety and wellbeing of guests, team members, and hotel property throughout the night.
Understand and follow emergency response, evacuation, fire safety, and security procedures.
Report and document accidents, incidents, suspicious activities, and safety concerns promptly.
Conduct appropriate checks of public areas and coordinate with Security when required.
Ensure all team members comply with hotel health, safety, hygiene, and security policies.
A Night Manager serving Hilton Brands is 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:
- Able to read, write, speak and understand English to communicate effectively with guests and team members.
- Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect and analyze accurate information and resolve conflicts.
- Strong interpersonal skills to provide overall guest satisfaction.
- Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
- Thorough organization and supervisory skills.
- Proficient in accomplishing tasks.
- Able to work under pressure and deal with stressful situations during busy periods.