Role Overview:
The Director ofOperations has a pivotal leadership role within the hotel.The role oversees and directs all aspects of the hotel operational departmentswhich includes, Front office, Food & Beverage, Kitchen, Housekeeping,Engineering, Security, Health & Leisure and other relevant operatingdepartments.
The Director ofOperations ensures these departments are well run by focusing on maximizingrevenues and profits, optimizing operational efficiency, ensuring excellentservice standards, and cultivating a high-performing team. The individual mustpossess strategic thinking, exceptional leadership skills, sharp businessacumen, and the ability to adapt to the dynamic hospitality environment.
Key Responsibilities:
Strategic Planning & Execution:
· Develops and implements strategic operational plans to achieve hotelfinancial goals, including labor optimization, inventory management, andoperational cost control, while ensuring customer service and driving progresstowards key performance indicators (KPIs) like GOP, RevPAR, Customer Promiseand Talent and Purpose etc.
· Evaluates competitor strategies and market dynamics to identifyopportunities for differentiation, working with commercial teams to developpricing and marketing initiatives that enhance the guest experience and driveoperational efficiency.
· Evaluate and optimize operational processes to maximize efficiency andprofitability (include proposing and implementing an approved CAPEX budget).
· Oversee the preparation of accurate financial reports and analyze keyperformance indicators to forecast operational needs, develop departmentalbudgets, and track performance against operational targets.
· Reviews of monthly operational reports and financial statements todetermine hotel performance, join the monthly P&L and owner meeting ensureaction plans in place.
· Based on the hotel’s operational needs, certain duties may need to behandled when GM is absent.
Guest Experience:
· Lead and inspire operations team to consistently exceed guestexpectations and deliver exceptional service.
· Implement and monitor service standards across all operationsdepartments.
· Ensure full compliance with hotel operations with Hilton’s fire safetyand food safety standards.
· Ensure the continuous maintenance and regular updating of the hotel’soperational equipment and assets align with the Hilton brand standards.
· Analyze guest feedback and identify opportunities for improvement.
Leadership& Team Development:
· Provides effective leadership and direction to the operations managementteam, leading operations to effectively manage occupancy & rate, wages, andcontrollable expenses.
· Develop and mentor team members, fostering a culture of continuousimprovement and professional growth.
· Build a high-performing team through effective communication,collaboration, and conflict resolution.
· Implement Hilton standards and ensure compliance with company policiesand procedures.
ProblemSolving & Decision Making:
· Analyze complex operations issues and make informed decisions to resolveproblems and drive operational excellence.
· Demonstrate critical thinking and adaptability in ambiguous orchallenging situations.
· Take ownership of difficult situations and implement effectivesolutions.
· Collaborate with the General Manager and other leadership teams toaddress key property issues.
· Draw on relationships with owners, department heads and externalpartners, to make wise decisions regarding operational activity and strategicgoals.
ContinuousImprovement & Innovation:
· Stay informed about industry trends, best practices, and emergingtechnologies.
· Identify opportunities for process improvement and implement innovativesolutions to drive efficiency and enhance the guest experience.
· Continuously evaluate the effectiveness of operations strategies andadjust as needed to achieve business goals.
· Actively engage in Travel with Purpose program.
Qualifications:
· Bachelor’s degree and above are preferred.
· Passion for the hospitality industry, and Customer-centric mindset, Experiencein F&B or Rooms Management is preferred.
· Experienced in hotel operations management, or seasoned in commercialmanagement with strong operations sense is welcome, preferably in a similarsize and type of property.
· Advance operations management capability, including exceptional customerservice skills, commercial acumen and leadership management.
· Proficiency in Microsoft Office Suite and hotel management systems.
· Fluent inwritten and spoken English.
What will it belike to work for Hilton?
Hilton,the #1 World's Best Workplace, is a leading global hospitality company with adiverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth ofhospitality, we have welcomed more than 3 billion guests in our more-than100-year history. Hilton is proud to have an award-winning workplace culture,and we are consistently named among one of the World’s Best Workplaces. Checkout the Hilton Careers blogs and Instagram to learn more about what it's like to be on Team Hilton!
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