$ads={1}
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it's with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
A Director of Operations Oversees and directs all aspects of the hotel operational departments which include: Food & Beverage, Kitchen 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/staff training. Ensures highest levels of customer satisfaction.
What will I be doing?
As the Director of Operations, 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, CD, DOF & DHR.
- 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 CD by ensuring that F&B; team member are fully trained and committed to upselling
- Actively support the CD in the generation of revenue by ensuring the highest possible level of collaboration in Conference & Banqueting organization to maximize yield and profit.
- Ensure marketing activities and promotional activities are in place for food & beverage.
- 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 outsourced labor or services)
- Ensure that all labor 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 CD 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 and F & B Operation Managers) 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 employees in conjunction with HR department.
- Ensure sound performance management practices, through recognition and disciplinary action if necessary.
- To ensure the employees 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 employees
- Allocate employees to tasks in the most flexible and productive fashion (with DHR)
- 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 DHR)
- Ensure all employees are fully trained in job skills and customer service based on departmental service standards and records are maintained. (with DHR)
- Ensure effective standards of two-way communication exists for all employees
- 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 labor 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 QA 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 Snr Director of F&B; (SEA).
- Through F&B; departmental Managers ensure the most cost-effective promotion of all aspects of the F & B operation in conjunction with the CD (menu presentations/menu/pricing/promotions and ongoing activities.
- Assist CD 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.
- Work closely with executive chef on the promotional activities.
- Review and ensure outlet rostering are completed on timely manner.
- Drive commercial activities for the restaurant and bars to ensure maximizing the revenue.
- To ensure that all supplies are ordered and delivered against clearly defined specifications and within or better than agreed budget limits
- Define, and gain agreement for, product and price specifications for all supplies and operating equipment
- Manage, with the Financial Controller/Director of Finance, effective commercial negotiations with suppliers ensuring that the right balance between cost, quality and reliability is maintained.
- To ensure (with the FM) that inventory levels are maintained at the lowest possible level
- Prepare yearly budgets in conjunction with GM/CD/DOF/DHR for revenue, FF&E; - staffing; capital expenditure; costs and expenses.
- Review and prepare monthly forecast submission on top line revenue and cost component.
- Review and approval of all expense accounts for Operations Team
- Participate in forecast meetings.
- Complete relevant tasks assigned by the General Manager.
- Acting deputy in the General Manager's absence.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
- Carry out any other reasonable duties and responsibilities as assigned.
What are we looking for?
A Director of Operations serving Hilton Brands is always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:
- Hospitality: Passionate about delivering exceptional guest experiences.
- Integrity: Do the right thing, all the time.
- Leadership: Strive to be leader in our industry and in our communities.
- Teamwork: A team player in everything you do.
- Ownership: Take ownership of your actions and decisions.
- Now: Operate with a sense of urgency and discipline.
- College degree or equivalent.
- At least 3 years of relevant experience.
- Experienced in the Hospitality, Travel or Leisure industry management.
- Proficient in English and Chinese to meet business needs.
- Proficient in Microsoft Office.
- Strong commercial acumen.
- Resourceful, creative and able to maintain flexibility.
- Experience in F&B; and Rooms Management preferred.
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 travellers 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!
