Cluster Director of Guest Operations - Tru by Hilton Hanoi Station

Job description

With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others. 

If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.  

Position Purpose

As the Cluster Director of Guest Operations, you will oversee all operational departments, ensuring the hotel operates efficiently while maintaining the highest guest service standards. You will manage day-to-day operations, including front office, housekeeping, food and beverage, and other key departments. Your role will drive operational performance, optimize resources, and consistently meet guest satisfaction and financial objectives.

 

In this role, you will collaborate closely with the Cluster General Manager, cluster functional leads, and the hotel management teams, particularly the Guest Operations Managers, to develop and implement strategies that enhance service delivery and operational efficiency. Your leadership and expertise will ensure seamless operations across the cluster, creating a positive experience for both guests and team members.

 

Duties & Key Responsibilities

Leadership & Strategic Direction:

·  Provides strategic oversight to all operational departments across all hotels, including front office, housekeeping, food and beverage, and engineering, ensuring that all areas operate efficiently and align with the hotels’ goals.
·  Collaborates with the Cluster General Manager to develop and execute operational strategies that drive performance and enhance guest satisfaction.
·  Coordinates with hotels within the cluster to ensure consistent standards and practices, leveraging synergies to enhance overall performance.

Operational Oversight & Efficiency:

·  Supervises guest operations across all hotels, ensuring all departments collaborate effectively to provide an outstanding guest experience.
·  Implements best practices and process improvements to optimize resources, reduce costs, and increase operational efficiency.
·  Oversees the work of Guest Operations Managers at each hotel, ensuring they effectively manage their respective departments and maintain high standards of service.

Guest Satisfaction & Service Excellence:

·  Ensures that guest interactions across all hotels meet or exceed service standards, promptly addressing any concerns or complaints professionally.
·  Monitors guest feedback and collaborates with hotel department heads and Guest Operations Managers to implement strategies that continuously enhance service quality and guest satisfaction.

Financial Management & Budgeting:

·  Oversees departmental budgets across multiple hotels, collaborating with the finance team to control costs, maximize revenue, and achieve financial targets.
·  Reviews operational financial reports, identifying opportunities to enhance profitability while maintaining high service quality.

Team Development & Talent Management:

·  Provides leadership, motivation, and development for department heads and their teams across all hotels, fostering a positive work environment that promotes high performance and team member engagement.
·  Supports Guest Operations Managers in developing their teams and ensuring consistent training and development across the cluster.

Cross-Departmental Collaboration:

·  Facilitates close collaboration with department heads across all hotels to ensure seamless communication and coordination, facilitating smooth operations.
·  Works with commercial team to align operational strategies with business objectives, including optimizing occupancy and enhancing the guest experience.

Compliance & Risk Management:

·  Ensures that all guest operations departments across multiple hotels comply with health, safety, and regulatory standards, conducting regular audits and implementing corrective actions as necessary.
·  Manages risk by adhering to all hotel policies and procedures, including emergency response protocols and security measures.

Reporting & Performance Tracking:

·  Prepares regular reports on operational performance, guest satisfaction, and financial metrics across multiple hotels, presenting insights and recommendations to senior leadership.
·  Tracks and analyzes key performance indicators (KPIs) to assess operational efficiency and make data-driven decisions.

Requirements

·  Proven experience in a senior operations management role within a hotel or hospitality environment.
·  Strong leadership and team management skills, with the ability to drive performance and inspire high levels of team member engagement.
·  Excellent communication and interpersonal skills, with the ability to collaborate effectively across departments.
·  In-depth knowledge of hotel operations, including front office, housekeeping, food and beverage, and engineering.
·  Strong financial acumen, with experience in budgeting, forecasting, and cost control.
·  Proficiency in hotel property management systems (PMS) and other relevant operational software.
·  Proficiency in English, Vietnamese and additional languages are a plus.
·  Ability to work flexible hours, including nights, weekends, and holidays.

Qualifications

A degree in hospitality management, business administration, or a related field is preferred.