Cluster People Operations Manager

Cluster People Operations Manager

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.

The Cluster People Operations Manager will lead the hotel’s human resources function, manage Team Member equipment and facilities in line with Hilton and hotel policies and procedures.

What will I be doing?

As the Human Resources Manager, you will be responsible for performing the following tasks to the highest standards:

HR Strategy

1. Establish and implement annual objectives for the Human Resources department to achieve business needs.
2. Utilize and manage the Human Capital Resources and operation based on variable business status.
3. Ensure that the department’s activities are aligned with the Corporate Human Resources Strategy, and that the Hotel Actions have been implemented where appropriate.
4. Establish, maintain and ensure adherence and compliance to all personnel-related policies and procedures.
5. Support the financial objectives of the hotel through proper and efficient management.
6. Prepare the Annual Human Resources Budget and monthly Rolling Forecast.
7. Ensure that the department's operational budget is strictly adhered to, that all costs are controlled, and expenditures are properly approved.
8. Encourage team members to be creative and innovative, challenging and recognizing them for their contribution to the success of the operation.

HR Operations

1. Co-ordinate and monitor the activities of the Human Resources division.
2. Ensure that the necessary Human Resources forms are submitted to regional or area Human Resources Specialists promptly.
3. Facilitate and organize the Global Team Member Survey (GTMS) and communicate the results to all TMs with relevant action plans and motion implementation progress.
4. Ensure that Human Resources personnel provide the appropriate level of professional, courteous and caring service to other team members (internal guests) and other visitors to the division.
5. Serve as member of the 4M and work closely with all Executive team members in supporting and achieving the hotel’s goals and objectives.
6. Assist Department Heads in customizing department job description.
7. Ensure that team members follow all hotel, company and local rules, policies and regulations.
8. Assist the department in managing team members to maintain a high standard of personal appearance and hygiene, adhering to the hotel and department’s grooming standards.
9. Represent the hotel in union negotiations and related activities, working closely with the Regional Human Resources team and the Hotel Management team accordingly.
10. Respond to changes in the Human Resources function as dictated by the industry, company and hotel.
11. Assist the GM to maintain a healthy relationship with the hotel owner.

Recruitment

1. Oversee the hotel's recruitment and selection process, providing Division and Department Heads with effective and efficient recruitment solutions.
2. Liaise with school alliance and oversee the recruitment website to expand and maintain the recruitment channel.
3. Work with operation departments to maximize the labour work efficiency, control labour cost and determine upcoming staffing needs through workforce planning.
4. Be actively involved in the outsourced labour request approval, outsourced company evaluation and departmental daily outsourced labour usage, training, supervision and payment review.
5. Communicate with School Alliance regularly to ensure the students from Hilton Class receive adequate Hilton training. Participate in textbook revision, teaching and curriculum development as per request.

Compensation & Benefits

1. Oversee the hotel's team member welfare programs, ensuring that the benefits supplied are relevant and competitive in the local marketplace.
2. Maintain efficient staffing levels and payroll systems, helping Division / Department Heads to maximize productivity and minimize unnecessary payroll costs.
3. Research and propose competitive compensation / benefits / incentive packages.

Learning & Development

1. Oversee the training and development function for all hotel team members.
2. Review and follow hotel human capital by term.
3. Support the development of supervisory and management personnel in the hotel, through the implementation of an effective succession plan, coaching / mentoring program and by assisting the Assistant Human Resources Manager with selected Leadership Series courses.
4. Conduct annual performance development discussions with team members, supporting them in their professional developmental goals.
5. Direct administration of performance appraisals in all departments.
6. Support the hotel’s focus on service excellence by training and assisting team members to train others in providing exceptional service to the hotel’s external customers (guests).
7. Assist in the training of Human Resources team members making sure that they have the necessary skills to perform their duties in the most productive way.

Culture Champion

1. Establish hotel culture to align with Hilton culture, unify team member behaviour, procedure and policy, influence team with positive feedback.
2. Champion esprit – take initiative, share and practice Hilton culture, ensuring that all training, workshop, recognition activity, empowerment guidelines are implemented with Hilton culture.
3. Transmit Hilton culture positively, ensure all teams implement it.
4. Share best team member story, set up related policy, standardize team member performance, make sure to maximize team member’s awareness of Hilton’s strategy and operating philosophy / concepts.

Legal Compliance

1. Ensure that the hotel is adhering to all company / hotel Human Resources policies and procedures.
2. Ensure that government-stipulated team member legislations are strictly followed and implemented.
3. Ensure that all team members are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation, and company / hotel policies and procedures.
4. Understand and strictly adhere to rules and regulations established in the Team Member Handbook and the hotel’s policies concerning fire, hygiene and health and safety.

TM Facilities

1. Ensure that team member facilities are maintained according to Hilton’s high standards of operation.
2. Maintain the safety and cleanliness of work areas and team member areas, including, but not limited to, the team member kitchen and locker rooms.
3. Assist and supervise the Head Chef to ensure smooth and efficient operation of the kitchen and service area, maintain cost control, as well as to follow food safety standard management and instruction of Hygiene team members (if any) or the Operations Manager directly.
4. Review monthly / regular food and safety check reports from the Operations department and track the status on a regular basis.
5. Organize monthly meetings with the Head Chef to know if any initiative can be done including food cost analyses and some potential issues such as cross exposure or support.
6. Manage the team member dormitory, making sure to create a safe and secure living conditions to team members, implementing the Dormitory Check System and entertainment activities to encourage the THRIVE life for team members.

Others

1. The Management reserves the right to change / extend this job description if necessary, at any point of time during her / his employment.
2. Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?

A Cluster People Operations 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:

1. Fluent in written and spoken English to meet business needs.
2. Good communication skills, both verbal and written.
3. Good relationship with the local labor bureau and government agencies.
4. Thorough knowledge of federal, state and local laws.
5. Thorough knowledge of salary, employment and benefits administration and payroll.
6. Ability to lead, provide guidance and develop team members.
7. Ability to train, motivate, evaluate, mentor and direct team members and managers to meet desired ends.
8. Ability to manage by example.
9. Ability to maintain excellent relations with team members and maintain team member and guest confidentiality at all times.
10. Ability to create, implement and monitor hotel and team member goals, strategies and policies.
11. Good organizational and presentation skills.

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!