Operations Manager

Operations Manager
An operations manager is responsible for ensuring efficient operations of
Housekeeping, Food and Beverage outlets and the Front Desk to deliver an
excellent Guest and Member experience while monitoring team member
standards.
What will I be doing?
GUEST OPERATIONS MANAGER (reporting to GM)
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
Lead by Example
* Come to work every day with a smile on your face
* Be a great boss and role model for others concerning brand-specific behaviours, and coach less experienced colleagues on the job
* Manage the Operations budget and expenses, and flex labour costs in line with levels of demand/activity.
* Manage operations through times of stress, speedily resolve guest concerns and implement resolutions by using discretion and judgement
* Fulfil the duties of the Executive Housekeeper, Front Office Manager and F&B; Manager.
* Assisted by your Team Leaders and Supervisors, Interview, select, on-board, supervise, coach, schedule and evaluate Operations team members
* Provide a positive work environment to operations team members that allows everyone to thrive and fulfil their potential
* Ensure that all operations TMs understand the purpose of their role and are equipped with the training and tools required to deliver great brand-specific guest experiences
* Make use of the brand specific Recognition Calendar and plan / execute respective actions on a very regular basis within the own team and in the whole hotel.
* Ensure regular & effective communication (e. g. Huddles) in all operations departments to achieve / maintain a high level of trust & engagement
* Support the overall management of the hotel by establishing effective working relationships with all other departments, ensuring a high level of cross departmental collaboration
* Ensure all Operations team members are willing to roll up their sleeves and help with F&B;, Front Office or Housekeeping service during busy periods and as required - make sure you are willing to do the same too!
* Execute duties as assigned by the General Manager
Overall Guest Operations
* Oversee all Front Office (incl. Night), F&B;, Housekeeping, Laundry, Pool, Engineering, Security and Car Park / Valet operations on property
* Monitor Guest Feedback (SALT; Social Reviews) and initiate corrective actions immediately if necessary
* Be accountable for all operations systems and supplies inventory
* Ensure compliance with brand standards to achieve consistently high-quality guest service during all operations shifts.
* Ensure that all operations labour costs are flexed according to levels of demand / activity, and that effective cost controls are in place
* Assign and instruct Operations Team Leaders / Supervisors (all shifts) in the details of work, delegating managerial tasks to Team Leaders / Supervisors 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
* Manage the desk through times of stress, speedily resolve guest concerns and implement resolutions by using discretion and judgement
* Work within the team and carry out the same operational roles, but take on additional 'team leader' responsibilities such as motivating, praising, empowering, guiding, resolving conflicts, setting (team) goals, evaluating team progress and taking corrective actions to deliver expected team results when necessary
* Interview and select FO Supervisors and Hosts
* On-board, supervise FO Supervisors and Hosts (to be potentially delegated to a FO SV)
* Schedule the FO team
* Organize and provide regular Front Office training (incl. Systems) for all Guest Service Agents (task to be potentially delegated to a FO SV)
* Provide a positive work environment to Front Office team members that allows everyone to thrive and fulfil their potential
* Ensure that all Front Office TMs understand the purpose of their role and are equipped with the training and tools required to deliver great brand-specific guest experiences
* Ensure all FO team members are willing to roll up their sleeves and help with F&B; service or HSK during busy periods and as required - make sure you are willing to do the same too!
* Plan and conduct training on how to enrol Hilton Honors members, and motivate team members to meet the enrolment target (task to be potentially delegated to a FO SV)
* Plan and coordinate TM tasks and monitor the quantitative and qualitative output of the Front Office Team
* Coach Supervisors and ensure they are assigned to their Team Members and champion responsibilities as required every ‎6 months
* Monitor the performance and progress of Supervisor 'coachees' and suggest development opportunities for them in the coming months. Be responsible for the on-boarding of coachees, and execution of agreed development or performance improvement actions
* Oversee all front office systems and supplies inventory as well as night audit systems
* Ensure compliance with brand standards to achieve consistently high quality guest service during all FO shifts, living up to the brand at all times
* Ensure that all FO labour costs are flexed according to levels of demand / activity, and that effective cost controls are in place
* Hold pre and post shift briefs with the FO team and ensure learning is applied during the next shift
* Support the overall management of the hotel by establishing effective working relationships with all other departments, ensuring a high level of cross departmental collaboration.
F&B;
* Ensure the delivery of a superior F&B; service which represents the brand
* Ensure 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
* Put time and energy into F&B; areas that add value to the guest experience and profitability of the business
* Maintain effective and efficient marketing and promotion calendars
* Manage the food & beverage team through times of stress, speedily resolve guest concerns and implement resolutions by using discretion and judgement.
Work within the F&B; team and carry out the same tasks like F&B; Hosts, but
take on additional 'team leader' responsibilities such as motivating,
praising, empowering, guiding, resolving conflicts, setting (team) goals,
evaluating team progress and taking corrective actions to deliver expected
team results when necessary
* Interview and select F&B; SVs and Hosts
* Organize on-boarding, supervising, and scheduling of F&B; Hosts and Supervisors
* Organise and provide regular F&B; training (incl. Systems) for all Team Members so they can help when required (task can potentially be delegated to a F&B; SV)
* Provide a positive work environment to F&B; team members that allows everyone to thrive and fulfil their potential
* Ensure that all F&B; Hosts and SVs understand the purpose of their role and are equipped with the training and tools required to deliver great brand-specific guest experiences
* Ensure all F&B; SVs and Hosts are willing to roll up their sleeves and help in other departments during busy periods and as required - make sure you are willing to do the same too!
* Plan, offer and conduct regular trainings on service skills, guest complaint handling and upselling in F&B; outlets for F&B; Hosts. (task can be delegated to a F&B; SV)
* Plan and coordinate TM tasks and monitor the quantitative and qualitative output
* Coach Supervisors and ensure they are assigned to their Team Members and champion responsibilities as required every ‎6 months
* Monitor the performance and progress of Supervisor 'coachees' and suggest development opportunities for them in the coming months. Team Leaders are responsible for the on-boarding of coachees, execution of agreed development or performance improvement actions.
* Assist in the rostering of the F&B; (service) team, and ordering of supplies.
* Oversee the daily F&B; outlet operations, and engage personally in serving guests when the operations are busy.
* Hold pre and post shift briefs with the F&B; Service Team and ensure learning is applied during the next shift.
* Ensure that the F&B; Service team and FO Hosts understandthe specifications of the dishes we sell, and that they are well equipped to deliver brand-specific guest experiences.
* Work with the Head Chef on menu planning through monitoring of food sales and proposing new menu ideas
* Ensure that F&B; Hosts are offered front office training after ‎6 months being in their role
* Support the overall management of the hotel by establishing effective working relationships with all other departments, ensuring a high level of cross departmental collaboration
Housekeeping
* Be the main point of contact for all assigned TMs in HSK
* Manage the housekeeping team through times of stress, speedily resolve guest concerns and implement resolutions by using discretion and judgement
* Carry out the same HSK duties like your HSK Supervisors and HSK Hosts, but take on additional 'team leader' responsibilities such as motivating, praising, empowering, guiding, resolving conflicts, setting (team) goals, evaluating team progress and taking corrective actions to deliver expected team results when necessary
* Personally clean a few rooms every day and increase own cleaning hours in times of high occupancy
* Interview and select HSK Supervisors and Hosts
* On-board and supervise Housekeeping Supervisors and Hosts
* Organise and provide regular Housekeeping training for all Team Members so they can help when required (can potentially be delegated to a HSK SV)
* Provide a positive work environment to Housekeeping team members that allows everyone to thrive and fulfil their potential
* Ensure that all Housekeeping TMs understand the purpose of their role and are equipped with the training and tools required to deliver great brand-specific guest experiences
* Ensure all Housekeeping team members are willing to roll up their sleeves and help with other operations during busy periods and as required - make sure you are willing to do the same too!
* Plan and coordinate TM tasks and monitor the quantitative and qualitative output
* Coach Supervisors and ensure they are assigned to their Team Members and champion responsibilities as required every ‎6 months
* Update the performance and progress of Supervisor 'coachees' and suggest development opportunities for them in the coming months. Team Leaders are responsible for the on-boarding of coachees, and execution of agreed development or performance improvement actions
* Plan the work for the Housekeeping team effectively, distribute room-cleaning assignments and assign extra days off according to occupancy forecast
* Assign duties for HSK hosts in meeting & public areas, laundry and other heart of house areas
* Be responsible for all lost-and-found items
* Ensure that all Housekeeping labour costs are flexed according to levels of demand / activity, and that effective cost controls are in place
* Maintain par stock of guest supplies, cleaning supplies, linen and uniform and purchase in time when necessary
* Inspect public areas, heart of house and TM locker rooms daily
* Oversee the management of the pool and lifeguards
* Support the overall management of the hotel by establishing effective working relationships with all other departments, ensuring a high level of cross departmental collaboration.
Requirements:
‎1. Minimum ‎2 years' experience as Hotel Operations Manager OR Minimum ‎5
years' experience as Executive Housekeeper, Front Office Manager or F&B;
Manager
‎2. Proven track record of achieving targets and developing under-performing
teams.
‎3. Proven ability to multi-task and lead multiple projects or departments
simultaneously, without Managerial support.
‎4. Willingness and ability to work under pressure for extended hours,
including all weekends and public holidays (based on hotel demand)