Director of Operations
- 📅
- May 06, 2024 Post Date
- 📅
- HOT0ALCA Requisition #
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.
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).
- Computer literate.
Preferred Qualifications:
- 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.
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 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!