Oversees and directs all aspects of the hotel operational departments which include : Front Desk Service, Food & Beverage / Kitchen, Housekeeping, Engineering, Security, Fitness Centre and other relevant operating departments.
Ensures 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 / team member training.
Ensures highest levels of customer satisfaction.
What will I be doing?
Specifically, you will be responsible for performing the following tasks to the highest standards :
To support the overall strategic management of the hotel by establishing effective working relationships with senior colleagues : in particular, the GM, DBD, FC& HRD.
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 DBD by ensuring that Front Desk and F&B team members are fully trained and committed to upselling.
Actively support the DBD in the generation of revenue by ensuring the highest possible level of collaboration in Conference & Banqueting organization to maximize yield and profit.
Conduct routine inspections of all areas of the hotel.
To 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 labor 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.
To jointly develop and maintain the closest possible understanding of revenue (in rate, volume or Banqueting) from the DBD to ensure the greatest level of alignment between revenue and cost.
Ensures that purchasing delivers best quality for the most competitive price is purchased.
To manage all the direct reports (e.g. Chef, F & B Outlet Managers, Housekeeper, Front Desk Manager, Banqueting Manager, Chief Engineer) 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.
To 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 HRD).
Investigate opportunities for outsourcing.
Ensure a fully trained team of departmental trainers is in place with departmental training action plans, rolling 3 month training plan (with HRD).
Ensure all team members are fully trained in job skills and customer service based on departmental service standards and records are maintained. (with HRD).
Ensure effective standards of two-way communication exists for all team members.
Ensures that all team members attending training sessions are being briefed before and debriefed after.
Responsible for the participation of all new team members to the Spirit of Hilton Orientation program and ensures departmental induction takes place.
Ensures that work schedules / rosters are written according to hotel needs and compliance to labour laws.
To 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 what further reforms to the operation may be necessary to raise standards.
Ensure that brand standards / use of logo are never compromised.
To oversee the running of all 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 all outlets, the kitchen(s) and Banqueting 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.
To investigate and implement new F& B concepts with the full involvement of the GM & the VP.
Through F&B departmental Managers ensure the most cost-effective promotion of all aspects of the F & B operation in conjunction with the DBD (menu presentations / menu / pricing / promotions and ongoing activities.
Assist DBD in establishing (with C&C Sales) an efficient and competitive C&C strategy including all pricing.
Evaluate competitors products and price policy twice per year.
To oversee the running of all Rooms Division operations ensuring that all departmental service standards are met consistently.
To ensure that the Front Desk operation, including telephone and all uniformed services, works to the highest standards for customer satisfaction and cost-effectiveness.
To ensure that all Front Desk systems are fully and effectively utilized and that regular, ongoing training is organized.
To ensure that the housekeeping function (whether outsourced or not) is run to the highest professional quality standards at the lowest level of cost.
Ensures good work liaisons with other departments (Hsk / Eng / Accounting).
Participates in Weekly FO meetings to analyse performance / business and to implement action for improvement and team spirit.
Ensures with the FDM and Revenue Manager that a maximum occupancy is reach daily.
Guides FDM on daily strategy (overbooking-out / booking).
Responsible to ensure best quality of cleanliness throughout the hotel.
Ensures VIP rooms are checked on a daily basis.
To oversee the running of an Engineering operation ensuring that all departmental service / legal / safety standards are met consistently.
To ensure that the Engineering team works within all legal and organizational standards and that technical efficiency is maintained at an optimum level.
With the Chief Engineer 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 Chief Engineer 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.
Ensures through Chief Engineer that repairs are recorded and dealt with in the quickest possible time.
To ensure that all IT supplies are ordered and delivered against clearly defined specifications and within or better than agreed budget limits.
Ensure the IT SOX compliance.
Ensure all IT related contracts are up to date.
Ensure all IT operations are in line with the P&P.
Prepare yearly budgets in conjunction with GM / DBD / FC / HRD for- 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.
Carries out any other reasonable duties and responsibilities as assigned.
What are we looking for?
People Management - Manages staff in a consultative style, balancing control with encouragement. Maintains staff morale and motivation, pays attention to the development of skills, proactivity and the taking of responsibility.
Achieves empowerment through effective delegation with appropriate monitoring. Ensures adherence to standards, procedures, priorities and objectives and monitors staff performance.
Influence - Persuasive and assertive in communication. Able to present arguments logically and face up to and resolve conflicts or criticism.
Has a strong impact in own areas of responsibility.
Communication - Communicates clearly, concisely and confidently, both orally and in writing. Confident in communicating with a wide range of people, both inside and outside the hotel.
Is honest, open and thoughtful in communication. Sees communication as a two way process, and has good listening skills.
Developing Relationships - Able to build open and consistent relationships within and outside the hotel in order to foster personal rapport.
Offers personal help and reassurance when needed. Diplomatic in difficult situations and able to build trust. Approachable and shows empathy towards staff and customers.
Aware of cultural differences and adapts style accordingly.
Analyzing Information - Understands and draws correct inferences from complex written and numerical information. Recognizes trends in data.
Proactively seeks out and validates all relevant information when trying to understand problems or issues, and the reasons behind them.
Decision Making - Considers a wide range of alternatives when making decisions. Takes all relevant factors into account.
Prepared to take calculated risks. Comes up with new and original suggestions. Tenacious in attempting to find solutions to difficult problems.
Willing to commit to firm and unambiguous decisions. Sets up contingencies in case decisions are unsuccessful.
Planning - Looks ahead, makes accurate forecasts and identifies future trends. Sets demanding but realistic targets and methods of achieving them.
Identifies priorities effectively, balancing importance, urgency and resources. Sets up schedules and intermediate and final timescales.
Reviews and adjusts plans and procedures as situations change, and to reflect best practice. Manages own personal time efficiently within tight schedules.
Commercial Awareness - Places high importance on achieving financial performance targets. Entrepreneurial; continually spots opportunities to increase revenue, reduce costs or improve customer service.
Views decisions in financial terms. Keeps up to date with global trends and developments in company, the business, the industry, the economy and technology.
Resilence - Stays calm, composed and effective under time pressure and when dealing with difficult or confrontational situations.
Enjoys a busy and varied workload and does not mind unexpected interruptions. Able to switch off from work pressures at the end of the day.
Prepared to fit working hours to business needs and to respond personally to work problems at short notice
Required Qualifications :
Hospitality / Travel / leisure industry management professional.
Ideally, Education level : college degree or equivalent.
Excellent and fluent command of English, written & spoken.
Asian language skills an asset but not a must (For Asia based positions).
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.