Operations Manager

The Operations Manager oversees and directs all aspects of the hotel’s operational departments which include, the Front Desk Service, Food & Beverage, Kitchen, Housekeeping, Engineering, Security, Fitness Centre and other relevant departments. The role ensures that these departments are well run by maximizing revenues and profits, minimizing operating costs, implementing and following up on service standards of team members.  He / she ensures the highest level of customer satisfaction. 

An Operations Manager 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 2 years of relevant operations experience.

• Experienced in the Hospitality, Travel and Leisure industry management.

• Proficient in English and Chinese translations to meet business needs. 

• Proficient in Microsoft Word and Excel.

• Resourceful, creative and able to maintain flexibility.

As the Operations Manager, you will be responsible for performing the following tasks to the highest standards:

• Support the overall strategic management of the hotel by establishing effective working relationships with senior colleagues, in particular the GM, DBD, FC and HRD.

• In-charge of Front Office, Housekeeping, Security, Engineering, Food & Beverage, Kitchen, Recreation as well as Food Safety.

• Actively participate in the key management issues in the property such as Capital projects, refurbishments, training and customer service.

• Train team members and implement Hilton standard and related departmental regulations.

• Conduct routine inspections of all areas in the hotel to ensure that all hardware and software are in optimum condition.

• Make a detailed and realistic cost control plan to control operating costs for each department to maximize operating profits without compromising Hilton standards, safety procedures and guest experience.

• Analyze costs on a monthly basis and prepare action plans for cost per occupied room, food cost, beverage costs, payroll including overtime and other expenses including costs for outsourcing of labour or services.

• Manage direct reports professionally to ensure effective teamwork and operations.

• Plan or approve appropriate annual, quarterly, monthly budgets, targets and work plans for each direct report.

• Conduct regular Operations meetings including all direct reports.

• Supervise daily team members’ performance and grooming.

• Ensure that duty rosters are based on the needs of the hotel and are compliant with labour laws.

• Ensure hotel and direct reports achieve key targets including but not limited to revenue, profit, SALT, QA, turnover, etc.

• Work with the DBD and F&B Managers to ensure that all aspects of F&B is operating cost effectively (menu presentations / menu / pricing / promotions and ongoing activities).

• Assist the DBD in establishing (with C&C Sales) an efficient and competitive C&C strategy and pricing.

• Supervise and head all hotel activities, such as celebrations, decorations, communication and coordination with conference organizers, etc.

• Evaluate competitors’ products and price policies twice a year.

• Ensure that VIP guests receive the care and service they deserve every day.

• Adhere to the hotel’s security and emergency policies and procedures.

• Assist the General Manager in all activities and functions relating to the daily operations of the hotel.

• Complete relevant tasks assigned by the General Manager.

• 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.