To a) inspirationally lead and smoothly manage our Guest Operations team (24 hours), b) achieve the highest levels of guest satisfaction by providing an efficient, brand-specific, friendly and hospitable experience and c) drive our Hilton Honors enrolments, as well as the generation of revenues.
Duties & Key Responsibilities
\nLead by Example
\n\nBe a great boss and role model for others concerning brand-specific behaviours, and coach less experienced colleagues on the job\nManage the Guest Operations budget and expenses, and flex labour costs in line with levels of demand/activity.\nManage guest operations through times of stress, speedily resolve guest concerns and implement resolutions by using discretion and judgement\nAssisted by your Team Leaders and Supervisors, Interview, select, on-board, supervise, coach, schedule and evaluate Guest Operations team members\nOrganise and provide regular Front Office training (incl. Systems) for all F&B Hosts and Supervisors\nProvide a positive work environment to guest operations team members that allows everyone to thrive and fulfil their potential\nEnsure 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\nMake 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.\nEnsure regular & effective communication (e.g. Huddles) in own department (incl Night) to achieve / maintain a high level of trust & engagement\nSupport the overall management of the hotel by establishing effective working relationships with all other departments, ensuring a high level of cross departmental collaboration\nEnsure all Guest Operations team members are willing to roll up their sleeves and help with F&B service or housekeeping during busy periods and as required – make sure you are willing to do the same too!\nExecute duties as assigned by the General Manager\n\nOverall Guest Operations
\n\nOversee all Front Office (incl. Night), F&B Service, Housekeeping, Laundry, Pool and Car Park operations on property\nMonitor Guest Feedback (SALT; Social Reviews) and initiate corrective actions immediately if necessary\nBe accountable for all guest operations systems and supplies inventory\nEnsure compliance with brand standards to achieve consistently high-quality guest service during all guest operations shifts.\nEnsure that all guest operations labour costs are flexed according to levels of demand / activity, and that effective cost controls are in place\nAssign 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\nObserve performance of Team Leaders and Supervisors, give regular one-to-one feedback to all Team Leaders and Supervisors in your team and encourage development.\n\nFront Office
\n\nEnsure team are trained on how to enrol Hilton Honors members, and motivated to meet the enrolment target\nEnsure the front desk provides a friendly and brand-unique welcome and farewell to guests\nOversee the implementation of processes, systems and guest service delivery on front office\n\nF&B
\n\nEnsure the delivery of a superior F&B service which represents the brand\nWork in conjunction with Head Chef respectively Kitchen Manager on menu planning and ensuring the team knowledge of culinary offerings is up to scratch and that they are equipped to increase sales in F&B\nEnsure that menu, bar and garden market pricing is market led, relevant and engineered to deliver optimal profit (seek prior input of Kitchen Operations & F&B teams)\nPut time and energy into F&B areas that add value to the guest experience and profitability of the business.\n\nHousekeeping
\n\nEnsure CleanStay is implemented throughout the hotel in compliance with brand standards and Hilton policy, and in conjunction with the Engineering, Health & Safety Manager\nPerform spot checks on rooms and areas of the hotel on a daily basis to ensure tip top cleanliness\nAnalyse together with your HSK Team Leader SALT scores of HSK and work on continuously improving your scores (in particular room cleanliness).\nOversee the management of the pool\nImplement effective laundry processes to be followed by housekeeping team members who are responsible for laundry\n\nWhat are we looking for?
\nAn 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:
\n\nMinimum 2 years of experience in the same position in a international branded hotel or comparable industry related experience. \nHospitality / travel / leisure industry management professional experience. \nProficient in both Japanese and English, both written and spoken to meet business needs. \nProficient in Microsoft Office applications. \nResourceful, creative and able to maintain flexibility. \nStrong commercial acumen, with experience in F&B and Rooms Management. \nCulturally aware and flexible. \nWorking experience within Hilton Group preferred. \n\n\nWhat will it be like to work for Hilton?
\nHilton 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!