Job Description

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:
99. To support the overall strategic management of the hotel by establishing effective working relationships with senior colleagues: in particular, the GM, DBD, FC& HRD\.
99. Fully contribute to the design of the hotel’s business strategy\.
99. Actively participate in the key management issues in the property \(Capital projects, refurbishment, training, customer service\)\.
99. Actively support the DBD by ensuring that Front Desk and F&B team members are fully trained and committed to upselling\.
99. 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\.
99. Conduct routine inspections of all areas of the hotel\.
99. To achieve the planned operational profit margins in both Food & Beverage and Rooms
99. Ensure that costs are controlled in a detailed and structured manner\. Analyze costs on a monthly basis and prepare action plans \(Cost per occupied room, food cost; beverage costs; payroll including overtime; other expenses; other outsource labor or services\)\.
99. 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\.
99. 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\.
99. Ensures that purchasing delivers best quality for the most competitive price is purchased\.
99. 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\.
99. Set objectives for each direct report\.
99. Review performance on a regular and consistent basis\.
99. Offer coaching and guidance when appropriate\.
99. Recommend relevant salary reviews\.
99. Deal effectively with instances of poor performance\.
99. Identify development needs and future career paths\.
99. Conduct regular Operations meetings including all direct reports\.
99. Recruit high quality team members in conjunction with HR department\.
99. Ensure sound performance management practices, through recognition and disciplinary action if necessary\.
99. 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\.
99. Set clear tasks for each team members\.
99. Allocate team members to tasks in the most flexible and productive fashion \(with HRD\)\.
99. Investigate opportunities for outsourcing\.
99. Ensure a fully trained team of departmental trainers is in place with departmental training action plans, rolling 3 month training plan \(with HRD\)\.
99. Ensure all team members are fully trained in job skills and customer service based on departmental service standards and records are maintained\. \(with HRD\)\.
99. Ensure effective standards of two\-way communication exists for all team members\.
99. Ensures that all team members attending training sessions are being briefed before and debriefed after\.
99. Responsible for the participation of all new team members to the Spirit of Hilton Orientation program and ensures departmental induction takes place\.
99. Ensures that work schedules/rosters are written according to hotel needs and compliance to labour laws\.
99. To ensure the highest standards of quality in all aspects of the hotel operation, guaranteeing that brand values and standards are never compromised\.
99. Ensure highest possible levels of customer service across the operation\.
99. Actively follow up on SALT & AQ reports instituting corrective actions in a fast and effective manner\.
99. Actively investigate what further reforms to the operation may be necessary to raise standards\.
99. Ensure that brand standards / use of logo are never compromised\.
99. To oversee the running of all Food & Beverage operations ensuring that all department service standards are met consistently\.