Director of Operations - Hilton

Director of Operations

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.