Operations Manager
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Job Description
EOE/AA/Disabled/Veterans
What are we looking for
To successfully fill this role you must possess the following qualifications attitude behaviours skills and values that follow:
Experience in a leadership position for at least 3 years in international hotels chains
International experience in hotel industry
Strong leadership skills to lead a diverse team in a fastpaced environment and effectively manage and motivate the team to achieve high level of performance and exceed targets
Exceptional focus on guest satisfaction and quality improvement.
Strong trackrecord with solid operational background and commercial acumen
Excellent communication problemsolving and decisionmaking skills.
Knowledge of budgeting financial management revenue proposals and cost control.
A degree or diploma in Hospitality Management or equivalent
- Accountable multitasking and resilient with ability to work under pressure
The Management reserves the right to change / extend this job description if necessary at any point of time during her / his employment.
What will it be like to work for Hilton
Hilton is the leading global hospitality company spanning the lodging sector from luxurious fullservice hotels and resorts to extendedstay suites and midpriced hotels. For nearly a century Hilton has offered business and leisure travellers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across itsglobal brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!
What are we looking for
As Operations Manager you will oversee the daily operations of the hotel focusing on delivering outstanding guest experiences while ensuring the efficient running of all departments. You will lead the Operations team foster a positive work environment and work closely with department heads to achieve key business objectives.
Your role will be integral to maintaining high service standards achieving guest satisfaction & quality targets exceeding budgeted revenues/expenses identifying opportunities for improvement and driving operational excellence.
Specifically you will be responsible for performing the following tasks to the highest standards:
a. inspirationally lead and smoothly manage hotel Operations team
b. achieve the highest levels of guest satisfaction (Stay Scores) by providing an efficient brandspecific friendly and hospitable experience
c. ensure efficient control on expenses in line with budget
d. drive our Hilton Honors enrolments as well as the achieving targeted revenues.
Duties & Key Responsibilities
Leadership
- Lead motivate and support operations team ensuring all departments are wellcoordinated and working towards common goals.
- Manage guest operations through times of stress speedily resolve guest concerns and implement resolutions by using discretion and judgement
- Monitor hotel performance identify areas for improvement and implement effective strategies to maintain and elevate service quality.
- Assisted by HODs Managers and Supervisors Interview select onboard supervise coach schedule and evaluate Operations team members
- Be a great leader and role model for others concerning brandspecific behaviours and coach less experienced colleagues on the job
- Manage the Operations budget and expenses and flex labour costs in line with levels of demand/activity.
- Provide training mentorship and performance evaluations for the Ops team to enhance their skills and ensure high levels of customer service.
- Organise regular training to operational teams including FO F&B etc
- Provide a positive work environment to guest operations team members that allows everyone to thrive and fulfil their potential
- Ensure that all guest operations TMs understand the purpose of their role and are equipped with the training and tools required to deliver great brandspecific guest experiences
- Make use of the brand specific Recognition Calendar and plan / execute respective actions on a very regular basis within the own sales team and in the whole hotel.
- Ensure regular & effective communication (e.g. Huddles) in own department (incl Night) to achieve / maintain a high level of trust & engagement
- Support the overall management of the hotel by establishing effective working relationships with all other departments ensuring a high level of cross departmental collaboration
- Lead by example to ensure all Operations team members are willing to roll up their sleeves and help with operational needs (i.e. F&B service HK etc)!
- Assist in the preparation of operational budgets and ensure financial targets are met by managing costs inventory and manning levels efficiently.
- Execute tasks & duties as assigned by the Cluster General Manager
Overall Operations
- Ensure exceptional service standards are maintained and promptly address guest feedback to resolve issues and enhance guest experiences.
- Oversee daily operations to ensure smooth and efficient service across all hotel departments including front desk housekeeping and food & beverage. Working closely with cluster heads of departments including Engineering Security and Kitchen.
- Monitor Guest Feedback (Stay Experience Social Reviews) and initiate corrective actions immediately if necessary
- Be accountable for all guest operations systems and supplies inventory
- Ensure compliance with brand standards to achieve consistently highquality guest service during all guest operations shifts.
- Ensure that all guest operations labour costs are flexed according to levels of demand / activity and that effective cost controls are in place
- Assign and instruct Guest Service FO F&B Service and Housekeeping Team Leaders (all shifts) in the details of work delegating managerial tasks to Team Leaders where appropriate
- Observe performance of Operational HODs Managers and Supervisors give regular onetoone feedback to all Managers and Supervisors in your team and encourage development.
- Ensure the hotel complies with all health safety and regulatory standards providing a safe and welcoming environment for both guests and staff.
Required Experience:
Manager
Employment Type
Full-Time
