Guest Operations Manager - Tru by Hilton Tam Ky City Centre

Position Purpose

The Guest Operations Manager will oversee the kitchen, food & beverage (F&B), and front office (FO) departments, ensuring all areas run smoothly and deliver exceptional guest experiences. This role supports the Hotel Operations Manager and plays a key role in maintaining operational efficiency and high standards of service.

Duties & Key Responsibilities

• Operational Oversight: Manage daily operations of the kitchen, F&B, and FO departments to ensure smooth and efficient service, meeting Hilton's standards for guest satisfaction and service quality.
• Staff Management & Training: Supervise, recruit, and train staff in kitchen, F&B, and FO areas. Conduct regular performance evaluations, provide coaching, and ensure compliance with Hilton’s service standards.
• Guest Satisfaction: Address guest inquiries, complaints, and feedback professionally and promptly to ensure high levels of guest satisfaction and loyalty.
• Budget Management: Assist the Hotel Operations Manager in managing departmental budgets, implementing cost-control measures, and optimizing operational efficiency while maintaining service excellence
• Quality Control: Ensure that cleanliness, safety, and service standards are consistently met across all departments. Perform regular inspections and audits to ensure compliance with Hilton standards and regulations.
• Cross-Department Coordination: Work closely with housekeeping, maintenance, and other departments to ensure seamless operations and efficient guest service across the hotel.
• Reporting & Performance Monitoring: Prepare and present regular reports on departmental performance, guest satisfaction, and key metrics to the Hotel Operations Manager.