Operations Manager

Operations Manager

2-5 years
Not Specified

Job Description

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 oftravellerswho 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 Operations Manager oversees and directs all aspects of the hotel's operational departments which include, the Front Desk, Food & Beverage, Kitchen, Housekeeping, Engineering, Security, Fitness Centre and other relevant departments. The role ensures that these departments are well run by maximizing revenues and profits, minimizing operating costs, implementing and following up on service standards of team members. He / she ensures the highest level of customer satisfaction.
What will I be doing
As the Operations Manager, you will be responsible for performing the following tasks to the highest standards:
  • Support the overall strategic management of the hotel by establishing effective working relationships with senior colleagues: in particular, the General Manager (GM), Commercial Manager (CM), Finance Manager (FM) and Human Resources Manager (HRM).
  • Fully contribute to the design of the hotel's business strategy.
  • Actively participate in the key management issues in the property (Capital projects, refurbishment, training, customer service).
  • Actively support the CM by ensuring that Service Department team members are fully trained and committed to upselling.
  • Conduct routine inspections of all areas of the hotel.
  • Achieve the planned operational profit margins in both Food & Beverage and Rooms
  • Ensure that costs are controlled in a detailed and structured manner. Analyze costs on a monthly basis and prepare action plans (Cost per occupied room, food cost beverage costs payroll including overtime other expenses other outsource labour or services).
  • Ensure that all labour costs are flexed according to levels of demand / activity / season and that opportunities for a better balance between quality and cost through clustering or outsourcing or both are explored fully.
  • Jointly develop and maintain the closest possible understanding of revenue (in rate, volume or Banqueting) from the to ensure the greatest level of alignment between revenue and cost.
  • Ensure that purchasing delivers best quality for the most competitive price is purchased.
  • Manage all the direct reports (e.g. Head Chef, Service Managers, Service Support Manager and Property Manager) in a professional and motivating fashion.
  • Set objectives for each direct report.
  • Review performance on a regular and consistent basis.
  • Offer coaching and guidance when appropriate.
  • Recommend relevant salary reviews.
  • Deal effectively with instances of poor performance.
  • Identify development needs and future career paths.
  • Conduct regular Operations meetings including all direct reports.
  • Recruit high quality team members in conjunction with HR department.
  • Ensure sound performance management practices, through recognition and disciplinary action if necessary.
  • Ensure the team members within Operations are well managed with clear objectives and well trained and that they are deployed in the most productive way.
  • Set clear tasks for each team members.
  • Allocate team members to tasks in the most flexible and productive fashion (with HRM).
  • Investigate opportunities for outsourcing.
  • Ensure a fully trained team of departmental trainers is in place with departmental training action plans, rolling monthly training plan (with HRM).
  • Ensure all team members are fully trained in job skills and customer service based on departmental service standards and records are maintained. (with HRM).
  • Ensure effective standards of two-way communication exists for all team members.
  • Ensure that all team members attending training sessions are being briefed before and debriefed after.
  • Ensure that work schedules / rosters are written according to hotel needs and compliance to labour laws.
  • Ensure the highest standards of quality in all aspects of the hotel operation, guaranteeing that brand values and standards are never compromised.
  • Ensure highest possible levels of customer service across the operation.
  • Actively follow up on SALT & QA reports instituting corrective actions in a fast and effective manner.
  • Actively investigate what further reforms to the operation may be necessary to raise standards.
  • Ensure that brand standards / use of logo is never compromised.
  • Oversee the running of Food & Beverage operations ensuring that all department service standards are met consistently.
  • Guarantee all aspects of food & service quality in all the outlets.
  • Oversee the management of outlet, the kitchen ensuring that standards, efficiencies and quality are actively promoted and delivered.
  • Ensure the most cost-effective F & B purchasing / menu engineering to meet cost / revenue priorities.
  • Research and implement new F& B concepts with the full involvement of the GM.
  • Through Service Manager ensure the most cost-effective promotion of all aspects of the F & B operation in conjunction with the CD (menu presentations / menu / pricing / promotions and ongoing activities.
  • Assist Commercial Departmentin establishing an efficient and competitive C&C strategy including all pricing.
  • Evaluate competitors products and price policy twice per year.
  • Oversee the running of all operations ensuring that all departmental service standards are met consistently.
  • Ensure that all Front Desk systems are fully and effectively utilized, and that regular, ongoing training is organized.
  • Ensure that the Service Support function (whether outsourced or not) is run to the highest professional quality standards at the lowest level of cost.
  • Ensure good work liaisons with other departments (Service Support / Property Management / Finance).
  • Participate in Weekly Service Department meetings to analyse performance / business and to implement action for improvement and team spirit.
  • Guide Service Manager on daily strategy.
  • Responsible to ensure best quality of cleanliness throughout the hotel.
  • Ensure VIP rooms are checked on a daily basis.
  • Oversee the running of Property Management operation ensuring that all departmental service / legal / safety standards are met consistently.
  • Ensure that the Property Management team works within all legal and organizational standards and that technical efficiency is maintained at an optimum level.
  • With the Property Manager and, most importantly, the General Manager, ensure that the highest possible attention is paid to the safety and security of all guests and staff through detailed reviews and checks on all procedures, equipment etc.
  • Challenge existing levels of POMEC expenditure with the Property Manager ensuring that energy, payroll and other costs are at the lowest possible level consistent with safety and quality standards.
  • Ensure effective planning of maintenance works to guarantee standard of product quality.
  • Ensure through Chief Engineer that repairs are recorded and dealt with in the quickest possible time.
  • Prepare yearly budgets in conjunction with GM / FM / HRMfor- revenue FF&E manning capital expenditure costs and expenses.
  • Review and approval of all expense accounts for Operations Team.
  • Adhere to the hotel's security and emergency policies and procedures.
  • To ensure that all team members have a complete understanding of and adhere to the Hotel's Team member Rules and Regulations.
  • The management reserves the right to change / extend this job description if necessary, at any point of time during her / his employment.

  • Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for
An 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:
  • Education level: college degree or equivalent.
  • Minimum of 2 years experiences in the same position in same star international branded hotel or comparable industry related experience.
  • Hospitality / Travel / leisure industry management professional.
  • Excellent and fluent command of English, written & spoken.
  • Proficiency in Microsoft Office applications.
  • Ability to be resourceful, creative and maintain flexibility.
  • Strong commercial acumen, with experience in F&B and Rooms Management.
  • Culturally aware and flexible.

  • Working experience within Hilton Group is preferred.

About 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 travelers 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!

Job Source : jobs.hilton.com

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