Operations Manager

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 attitudebehaviours skills and values that follow:

• College degree or equivalent.

• Minimum 2 years of experience in the same position in a 4 / 5-star international branded hotel or comparable industry related experience.

• Hospitality / travel / leisure industry management professional experience.

• Excellent and fluent command of English both written and spoken to meet business needs.

• Proficient in Microsoft Office applications.

• Resourcefulcreativeand able to maintain flexibility.

• Strong commercial acumen with experience in F&B and Rooms Management.

• Culturally aware and flexible.

• Working experience within Hilton Group preferred.

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 leisuretravellersthe finest in accommodations serviceamenitiesand 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!

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 addition to our flagship brand Hilton Hotels & Resorts the family of brands includes Waldorf Astoria LXR Conrad Canopy Curio Collection DoubleTree Hilton Garden InnHamptonand 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 its with Hilton where we never forget the reason were here: to delight our guests Team Members and owners alike.

The Operations Manager oversees and directs all aspects of the hotel operational departments which include: Service Department Kitchen Service Support PropertyManagementand other relevant operating departments. This role will ensure that these departments are well run by focusing on the following aspects: maximization of revenues and profits minimization of operating costs implementation and follow up of service standards and team member training as well as ensuring 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 hotels 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 the 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 analyzing costs on a monthly basis and prepare action plans (Cost per occupied room food cost; beverage costs; payroll including overtime; other expenses; other outsourcelabouror services).

• Ensure that alllabourcosts are flexed according to levels of demand / activity / season and that opportunities for a better balance between quality and cost through clustering and / or outsourcing are explored fully.

• Jointly develop and maintain the closest possible understanding of revenue (in ratevolumeor banqueting) to ensure the greatest level of alignment between revenue and cost.

• Ensure that the best quality is delivered purchasing from the most competitive price.

• Manage all 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 the 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 are well trained and that they are deployed in the most productive way.

• Set clear tasks for each team member.

• 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 are in place with departmental training action plans rolling monthly training plans (with HRM).

• Ensure all team members are fully trained in job skills customer service based on departmental service standards and records are maintained (with HRM).

• Ensure effective standards of two-way communication 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 in compliance tolabourlaws.

• 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 & AQ reports instituting corrective actions in a fast and effective manner.

• Actively investigate further reforms to the operation may be necessary to raise standards.

• Ensure that brand standards / use of the logo is not compromised.

• Oversee the running of Food & Beverage operations ensuring that all department service standards are met consistently.

• Guarantee all aspects of food and service quality in all the outlets.

• Oversee the management of the outlet and kitchen ensuring that standardsefficienciesand quality are actively promoted and delivered.

• Ensure the most cost-effective F & B purchasing menu engineering to meet cost and revenue priorities.

• Research and implement new F & B concepts with the full involvement of the GM.

• Through the 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 the CD in establishing an efficient and competitive C&C strategy including all pricing.

• Evaluate competitors products and price policies twice a 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 the weekly service department meetings toanalyseperformance / business and to implement action for improvement and team spirit.

• Guide the Service Manager on daily strategies.

• Responsible to ensure best quality of cleanliness throughout the hotel.

• Ensure that VIP rooms are checkedon 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 energypayrolland 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 / HRM for revenue FF&E manning capital expenditurecostsand expenses.

• Review and approve of all expense accounts for the Operations Team.

• Adhere to the hotels security and emergency policies and procedures.

• Ensure that all team members have a complete understanding of and adhere to the hotels 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.

EOE/AA/Disabled/Veterans