Hilton Worldwide

Global hotel operator of branded properties

Operations Manager

Business & StrategyConfirmed live in the last 24 hours

Full-timeLagos, NigeriaNo salary listedIn-person

About the Job

Requirements

A BSc or equivalent is required.
At least ten years of hotel experience, including seven years of supervisory experience, is required.
Must have previously held a Head of Department position; Executive Committee experience is preferred.
Practical knowledge of using a personal computer to store, develop, and analyze information is required.
Considerable knowledge of all areas of hotel management is required.
The role requires managerial skills to make frequent decisions, meet deadlines, negotiate vendor contracts, analyze information, and plan, organize, develop, and coordinate large-scale work projects.
Ability to initiate, complete, and finish tasks and projects is required.
Ability to provide focus, counsel, and direction to direct reports and managers is required.
Ability to deal effectively with internal and external team members, exercise patience, tact, and diplomacy to defuse anger, resolve conflicts, and collect accurate information while providing positive and proactive solutions is required.
Complex mathematical skills and the ability to use a calculator for accurate complex calculations, including budgets and forecasts, are required.
Hearing and visual ability to observe performance, detect signs of emergency situations, and respond appropriately is required.
Ability to communicate effectively in English with employees and customers, understand reports and related correspondence, and perform essential job functions accurately is required.
Ability to develop and implement improvement programs is required.

Responsibilities

Observe staff performance and conduct evaluations, including room inspections; coordinate action plans for deficient areas, track progress, and follow up to ensure established standards are met or exceeded.
Oversee the Brand Standards audit and follow up with relevant areas to ensure compliance.
Implement and manage the hotel's daily quality process, including goal communication, staff empowerment, compliance with Hilton Brand Standards, service recovery, and problem prevention.
Disseminate feedback from comment cards, guest satisfaction measures, and service failure measurements, and coach accordingly.
Ensure efficient communication to all operations team members.
Coach, motivate, and develop managers and team members; coach and counsel managers on profitability assessment and staffing procedures.
Manage and review daily, weekly, and monthly department budgets and costs.
Organize, conduct, and participate in scheduled hotel meetings; coordinate follow-up on established action items.
Coordinate major capital projects and the property improvement plan involving various departments, provide guidance through project completion, implement processes on time, and follow up with appropriate parties to meet deadlines.
Analyze the monthly statement of operations and prepare written comments for the General Manager's review.

Desired Qualifications

Executive Committee experience is preferred.

Average Percent of Time

30	%	Observes staff performance, conducts various evaluations such as room inspections, and coordinates action plans for all areas found deficient. Tracks progress and follow up to ensure all areas meet or exceed established standards. Oversees the Brand Standards audit and follows up with all relevant areas to ensure compliance.
20	%	Implements and manages hotel’s daily quality process including goal communication, staff member empowerment, compliance with Hilton Brand Standards, service recovery, and problem prevention. Disseminates feedback from comment cards, guest satisfaction and service failure measurements, and coaches accordingly. Ensures efficient communication to all operations team members.
20	%	Coaches, motivates and develops all managers and team members. Coaches and counsels managers on profitability assessment and staffing procedures.
10	%	Manages and reviews daily, weekly and monthly department budgets and costs.
10	%	Organizes, conducts, and/or participates in scheduled meetings held throughout the hotel. Coordinates efforts to provide follow up on action items established at each meeting.
5	%	Coordinates major capital projects and property improvement plan (PIP) involving various departments and provides guidance until project completion. Implements processes in a timely fashion and follows up with appropriate parties to ensure deadlines are met.
5	%	Analyzes monthly statement of operations and prepares written comments regarding the monthly statement of operations for the General manager’s review.

EDUCATION

BSc or its equivalent.

EXPERIENCE

Minimum ten years hotel experience required including seven years of supervisory experience.
Must have previously held a Head of Department (or preferably Executive Committee) position.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate:

Practical knowledge in the application of a personal computer for the purpose of storing, developing, and analyzing information
Considerable knowledge in all areas of hotel management
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation
Requires the exercise of considerable managerial skills as position involves frequent decisions, meeting of deadlines, negotiations of contracts of vendors, analytical ability and the planning, organizational development, and coordination of large scale work projects
Demonstrated ability to initiate, complete and finish tasks and projects
Ability to provide focus, counsel and direction to all direct reports and managers
Ability to deal effectively with internal and external team members, who may require a high level of patience, tact and diplomacy to defuse anger, resolve conflicts and collect accurate information when providing positive and proactive solutions
Complex mathematical skills and considerable skills in the use of a calculator to prepare complex mathematical calculations without error (i.e. budgets, forecasting, etc.)
Hearing and visual ability to observe performance and detect signs of emergency situations and respond with the proper action
Ability to effectively communicate in English with employees and customers, understand reports and related correspondence, and accurately perform all essential job functions.
Ability to develop and implement improvement programs

About the Company

Hilton Worldwide

Global hotel operator of branded properties

Hilton Worldwide Holdings operates a global portfolio of hotels and resorts across multiple brands to serve business travelers, vacationers, and long-stay guests. It owns, leases, manages, and franchises properties, earning revenue from rooms, food and beverage, events, and franchise and management fees. Its brands range from luxury Waldorf Astoria to full-service Hilton Hotels & Resorts and extended-stay options like Homewood Suites, targeting different customer needs. Its goal is to grow as a major global hospitality company by expanding its loyalty program and delivering consistent guest experiences to maximize occupancy and revenue.

Company size: 10,001+
Company stage: IPO
Headquarters: McLean, VA
Founded: 1919

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