Operations Manager

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:

1. Inspirationally lead and smoothly manage hotel Operations team.
2. Achieve the highest levels of guest satisfaction (Stay Scores) by providing an efficient, brand-specific, friendly and hospitable experience.
3. Ensure efficient control on expenses, in line with budget.
4. Drive our Hilton Honors enrolments, as well as achieving targeted revenues.

Duties & Key Responsibilities

Leadership

• Lead, motivate, and support operations team, ensuring all departments are well-coordinated 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, on-board, supervise, coach, schedule and evaluate Operations team members.
• Be a great leader and role model for others concerning brand-specific 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 brand-specific 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 high-quality 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 one-to-one 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.

What are we looking for?

To successfully fill this role, you must possess the following qualifications, attitude, behaviours, skills, and values:

• 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 fast-paced 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 track record with solid operational background and commercial acumen.
• Excellent communication, problem-solving, and decision-making 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 full-service hotels and resorts to extended-stay suites and mid-priced 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 its global 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!