Guest Operations Manager at Hilton

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.

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 should maintain the attitude, behaviours, skills, and values that follow:
• Customer Service experience in supervisory or higher capacity
• Ability to listen and respond to demanding guest needs
• Excellent leadership skills
• Excellent interpersonal and communication skills
• Accountable and resilient
• Committed to delivering high levels of customer service
• Ability to work under pressure
• Flexibility to respond to a range of different work situations
• Excellent grooming standards