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Operations Manager
7 months ago
**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 a
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