Guest Operations Manager
4 weeks ago
Guest Operations Manager
**Position Purpose**
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**
**Overall Guest Operations**
- Oversee all Front Office (incl. Night), F&B; Service, Housekeeping, Laundry, Pool and Car Park operations on property
- Monitor Guest Feedback (SALT; Social Reviews) and initiate corrective actions immediately if necessary
- Be accountable for all guest operations systems and supplies inventory
- Ensure compliance with brand standards to achieve consistently high-quality guest service during all guest operations shifts.
- Ensure that all guest operations labour costs are flexed according to levels of demand / activity, and that effective cost controls are in place
- Assign 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
- Observe performance of Team Leaders and Supervisors, give regular one-to-one feedback to all Team Leaders and Supervisors in your team and encourage development.
Front Office
- Ensure team are trained on how to enrol Hilton Honors members, and motivated to meet the enrolment target
- Ensure the front desk provides a friendly and brand-unique welcome and farewell to guests
- Oversee the implementation of processes, systems and guest service delivery on front office
**Food & Beverage**
- Ensure the delivery of a superior F&B; service which represents the brand
- Work 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;
- Ensure 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)
- Put time and energy into F&B; areas that add value to the guest experience and profitability of the business.
**Housekeeping**
- Ensure CleanStay is implemented throughout the hotel in compliance with brand standards and Hilton policy, and in conjunction with the Engineering, Health & Safety Manager
- Perform spot checks on rooms and areas of the hotel on a daily basis to ensure tip top cleanliness
- Analyse together with your HSK Team Leader SALT scores of HSK and work on continuously improving your scores (in particular room cleanliness).
- Oversee the management of the pool
- Implement effective laundry processes to be followed by housekeeping team members who are responsible for laundry
**What are we looking for?**
Guest Operations Managers serving Hilton brands are 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:
- Previous supervisory experience in Front Office within the hotel/leisure/retail sector
- High level of IT proficiency
- High level of commercial awareness and sales capabilities
- Experience of managing people and developing people
- Previous experience of managing a department and Profit and Loss account
- Excellent leadership, interpersonal and communication skills
- Accountable and resilient
- Commitment to delivering a high level of customer service
- Ability to work under pressure
- Excellent grooming standards
- Flexibility to respond to a variety of work situations
- Ability to work on your own and as part of a team
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
- Familiar with Property Management Systems
- A degree or diploma in Hotel Management or equivalent
**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 travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its. 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
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