Cluster Guest Operations Manager

Job description

Cluster Guest Operations Manager is responsible for the effective operational management of the Hilton Garden inn and Hampton by Hilton Heads of Department achieve and exceed their revenue and Guest satisfaction targets.

 

Specifically, you will be responsible for performing the following tasks to the highest standards:

- Work in conjunction with the General Managers to actively manage key property issues (including capital projects; customer service; refurbishment)

- Assist the development of meaningful, achievable hotel budgets and other short and long term hotel strategic goals

- Provide effective leadership to the hotel management team and team members to ensure targets are met and exceeded

- Respond to audits that are completed by the company to ensure continual improvement is achieved

- Plan, direct and coordinate the service delivery of all operational departments in order to meet and exceed guest expectations

- Comply and exceed hotel and company Service Standards

- Ensure that costs are controlled throughout the operational departments and results are analysed regularly to highlight problem areas and take appropriate action

- Manage and develop the Heads of Department to ensure career progression and effective succession planning within the hotel and company

- Seek and respond to Guest feedback in order to achieve positive outcomes and high levels of customer satisfaction

What are we looking for?

A Cluster 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, we look for the following qualifications, attitude, behaviours, skills, and values that follow:

- Strong commercial acumen, preferably with experience in Food and Beverage or Rooms Management

- Experience in managing budgets, revenue proposals and forecasting results

- In-depth knowledge of the hotel / leisure / service sector –

Strong leadership skills to effectively manage and motivate the team to achieve high level of perform and exceed targets

- Accountable and resilient

- Knowledge of the hotel property management systems

- Previous experience in the same or similar role