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Guest Operations Manager

Hilton

Posted

Guest Operations Manager

Job Description

Position Purpose

To

a) inspirationally lead and smoothly manage our Guest Operations team (24 hours),
b) achieve the highest levels of guest satisfaction by providing an efficient, brand-specific, friendly and hospitable experience and
c) drive our Hilton Honors enrolments, as well as the generation of revenues.

Duties & Key Responsibilities

Lead by Example

  • Come to work every day with a smile on your face
  • Be a great boss and role model for others concerning brand-specific behaviours, and coach less experienced colleagues on the job
  • Manage the Guest Operations budget and expenses, and flex labour costs in line with levels of demand/activity.
  • Manage guest operations through times of stress, speedily resolve guest concerns and implement resolutions by using discretion and judgement
  • Assisted by your Team Leaders and Supervisors, Interview, select, on-board, supervise, coach, schedule and evaluate Guest Operations team members
  • Organise and provide regular Front Office training (incl. Systems) for all F&B Hosts and Supervisors
  • Provide a positive work environment to guest operations team members that allows everyone to thrive and fulfil their potential
  • Ensure that all guest operations TMs understand the purpose of their role and are equipped with the training and tools required to deliver great brand-specific guest experiences
  • Make use of the brand specific Recognition Calendar and plan / execute respective actions on a very regular basis within the own sales team and in the whole hotel.
  • Ensure regular & effective communication (e.g. Huddles) in own department (incl Night) to achieve / maintain a high level of trust & engagement
  • Support the overall management of the hotel by establishing effective working relationships with all other departments, ensuring a high level of cross departmental collaboration
  • Ensure all Guest Operations team members are willing to roll up their sleeves and help with F&B service or housekeeping during busy periods and as required – make sure you are willing to do the same too!
  • Execute duties as assigned by the General Manager

Overall Guest Operations

  • Oversee all Front Office (incl. Night), F&B Service, Housekeeping, Laundry, Pool and Car Park operations on property
  • Monitor Guest Feedback (SALT; Social Reviews) and initiate corrective actions immediately if necessary
  • Be accountable for all guest operations systems and supplies inventory
  • Ensure compliance with brand standards to achieve consistently high-quality guest service during all guest operations shifts.
  • Ensure that all guest operations labour costs are flexed according to levels of demand / activity, and that effective cost controls are in place
  • Assign and instruct Guest Service FO, F&B Service, and Housekeeping Team Leaders (all shifts) in the details of work, delegating managerial tasks to Team Leaders where appropriate
  • Observe performance of Team Leaders and Supervisors, give regular one-to-one feedback to all Team Leaders and Supervisors in your team and encourage development.

Front Office

  • Ensure team are trained on how to enrol Hilton Honors members, and motivated to meet the enrolment target
  • Ensure the front desk provides a friendly and brand-unique welcome and farewell to guests
  • Oversee the implementation of processes, systems and guest service delivery on front office

F&B

  • Ensure the delivery of a superior F&B service which represents the brand
  • Work in conjunction with Head Chef respectively Kitchen Manager on menu planning and ensuring the team knowledge of culinary offerings is up to scratch and that they are equipped to increase sales in F&B
  • Ensure that menu, bar and garden market pricing is market led, relevant and engineered to deliver optimal profit (seek prior input of Kitchen Operations & F&B teams)
  • Put time and energy into F&B areas that add value to the guest experience and profitability of the business.

Housekeeping

  • Ensure CleanStay is implemented throughout the hotel in compliance with brand standards and Hilton policy, and in conjunction with the Engineering, Health & Safety Manager
  • Perform spot checks on rooms and areas of the hotel on a daily basis to ensure tip top cleanliness
  • Analyse together with your HSK Team Leader SALT scores of HSK and work on continuously improving your scores (in particular room cleanliness).
  • Oversee the management of the pool
  • Implement effective laundry processes to be followed by housekeeping team members who are responsible for laundry.

What are we looking for?

A Guest 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 must possesss the following qualifications, attitude, behaviours, skills, and values that follow:

  • Good standard of higher education
  • Very good Turkish and English knowledge, spoken and written
  • Highly competent in the use of Microsoft Office packages
  • Proven track record of success in a fast-paced hotel, restaurant or retail environment
  • Passionate about customer service
  • Team player and able to work on own initiative
  • Proven people management experience
  • Very commercially aware and able to manage budgets and control costs
  • Target driven and hands on management style
  • Proven planning and organising skills
  • Able to grow and develop a team
  • Strives to deliver great results by regularly reviewing performance
  • Open and honest Management Style
  • Recognises and rewards the efforts of the team
  • Implementer rather than an innovator
  • Adds value by identifying operational efficiencies
  • Shares Best Practice
  • Doesn’t look to re-invent the wheel
  • A natural coach
  • Delivers to Brand standards
  • Professional but not formal
  • Does not compromise on Health & Safety Standards


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 travelers 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!

 

 

 

Details

Job type
Full-time
Location
Gaziantep, Turkey
Department
Room Division Management
Starting in
As soon as possible
Contract duration
Indefinite