Hotel Operations Manager

TN United Kingdom; Birmingham; On-site; GBP 60,000 - 80,000

Job description

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You will find the Hampton by Hilton Birmingham Broad Street
located in the heart of Birmingham City Centre.

As part of the Hampton by Hilton family, the brand you can
depend on, we go the extra mile; you’ll have the chance to build a rewarding
career with exceptional development opportunities. Hampton by Hilton Birmingham
Broad Street is where you can bring your passion for operational leadership and hospitality
together while working in a dynamic and flexible environment.

Position Overview:

We are seeking a dynamic Hotel Operations Manager who wants to make a
difference to join our team at Hampton by Hilton Birmingham Broad Street. As an Operations Manager, you will be responsible for the day-to-day
operations of the hotel by creating competent and motivated teams. To back our
people to be the best they can be, creating a culture in the hotel that
delivers the best results in all areas. You will support the General Manager in
delivering the hotel budget and KPIs and deliver exceptional standards around
guest/team safety and pass all quality assurance audits. You will strive to constantly
find better ways of doing things, achieving efficiencies whilst protecting our
reputation through brand, policy, and legal compliance. Specifically, you will
be responsible for performing the following tasks to the highest standards:

Key Accountabilities:

1. Recruit the right ‘people’ for the job who embody our values.
2. Provide great onboarding experiences for all new hires and ongoing training, coaching
   and development to ensure a robust talent pipeline.
3. Hold regular performance and development conversations with your team and provide
   frequent feedback using relevant frameworks.
4. Communicate agreed business goals and targets, ensuring everyone in the team understands
   the part they play in the overall business performance.
5. Evoke a shared way of thinking through listening every day, involving the team in
   decisions, acting on their feedback and developing a culture of inclusion.
6. Implement a robust team and guest safety plan across all sites, ensuring your team are
   trained, competent and comply with all health & safety, fire, and security policies.
7. Fully comply with all finance policies and procedures.
8. Competence in dealing with crisis situations, and meticulous in reporting and recording
   hazards, accidents, or near misses.
9. Help the team to ensure that brand and operational standards are consistently delivered.
10. Be a role model – deliver authentic experiences at every opportunity and continuously
    demonstrate passion for our business.
11. Actively use the stay experience dashboard to review the performance of the team and
    drive actions.
12. Know your market and the external factors that impact business performance.
13. Work with your General Manager to deliver the annual budget. Monitor performance and
    forecast and develop appropriate action plans.
14. Control site costs whilst ensuring that any savings will not have a negative impact on
    guest experience.
15. Drive commercial best practice across all departments and actively encourage a
    culture of upselling and identifying sales leads.
16. Ensure the team understands their impact on cost savings, achievement of profit targets and
    profit conversion.
17. Relentlessly act to prevent, minimize and understand guest complaints.
18. Effectively schedule and monitor labor within all departments to ensure that costs are
    controlled.
19. Full knowledge of and compliance with safety and security policies and procedures
    incl. crisis procedure and emergency fire action plan. Able to complete a
    thorough and well-managed evacuation of the building if required.
20. Monitor H&S compliance to ensure we are legally compliant on a daily basis using the
    hotel’s nominated process.
21. Utilizing all security equipment and systems provided, ensuring you always keep yourself
    safe.
22. Logging and reporting of all incidents, accidents, and near misses that occur whilst on
    shift with resolve and follow up completed.
23. Ensuring building security is upheld.
24. Completing return to work interviews.
25. Carry out Duty Management as and when required.
26. Processing orders and delivery notes.
27. Carrying out all finance assistant tasks in their absence.
28. Conduct weekly Operations Meetings.
29. Ensure quarterly departmental meetings take place.
30. Completing the Duty Manager Rota and check all departmental rotas have been completed in
    line with budget and forecast and that they meet the needs of the business.
31. Completion of the required skills and mandatory (legal and developmental) training modules
    to ensure you are proficient in the role.
32. Liaise with and support all team members and undertake other duties as required by the
    management team and by the wider business.
33. Demonstrate delivery to company standards and bring new ideas to improve the guest
    experience.
34. Complete all shift handovers thoroughly and consistently.
35. Adhere to sickness and absence policy at all times.
36. Deliver friendly authentic service to all guests, delivering an experience that enables
    Hampton by Hilton to be the world’s best focus service hotel business.
37. Delivery of Hilton Quality Assurance Audits.
38. Resolve all complaints to the highest standard ensuring no guest leaves unhappy,
    proactively seeking out guest feedback to continually improve the guest
    experience.
39. Ensure guest areas are clean, well-organized, and in good repair.
40. Carrying out any other tasks as requested by the General Manager.
41. Deputize for the General Manager in their absence.

The above is designed to help understand the role and is not intended to be a definitive
list of duties as flexibility in meeting the needs of the guests and the
company is required by all employees.

Desired Skills and Education:

1. Good understanding of written and spoken English.
2. Previous hotel operations experience in a HOD role.