Key Responsibilities:
Strategic Planning & Execution:
ü Develops and implements strategic operational plansto achieve hotel financial goals, including labor optimization, inventorymanagement, and operational cost control, while ensuring customer service anddriving progress towards key performance indicators (KPIs) like GOP, RevPAR, CustomerPromise and Talent and Purpose etc.
ü Evaluates competitor strategies and market dynamicsto identify opportunities for differentiation, working with commercial teams todevelop pricing and marketing initiatives that enhance the guest experience anddrive operational efficiency.
ü Evaluate and optimize operational processes tomaximize efficiency and profitability (include proposing and implementing anapproved CAPEX budget).
ü Oversee the preparation of accurate financialreports and analyze key performance indicators to forecast operational needs,develop departmental budgets, and track performance against operational targets.
ü Reviews of monthly operational reports andfinancial statements to determine hotel performance, join the monthly P&Land owner meeting ensure action plans in place.
ü Based on the hotel’s operational needs, certainduties may need to be handled when GM is absent.
Guest Experience:
ü Lead and inspire operations team to consistentlyexceed guest expectations and deliver exceptional service.
ü Implement and monitor service standards across all operationsdepartments.
ü Ensure full compliance with hotel operations withHilton’s fire safety and food safety standards.
ü Ensure the continuous maintenance and regularupdating of the hotel’s operational equipment and assets align with the Hiltonbrand standards.
ü Analyze guest feedback and identify opportunitiesfor improvement.
Leadership& Team Development:
ü Provides effective leadership and direction to the operationsmanagement team, leading operations to effectively manage occupancy & rate,wages, and controllable expenses.
ü Develop and mentor team members, fostering aculture of continuous improvement and professional growth.
ü Build a high-performing team through effectivecommunication, collaboration, and conflict resolution.
ü Implement Hilton standards and ensure compliancewith company policies and procedures.
ProblemSolving & Decision Making:
ü Analyze complex operations issues and make informeddecisions to resolve problems and drive operational excellence.
ü Demonstrate critical thinking and adaptability inambiguous or challenging situations.
ü Take ownership of difficult situations andimplement effective solutions.
ü Collaborate with the General Manager and other leadershipteams to address key property issues.
ü Draw on relationships with owners, department heads andexternal partners, to make wise decisions regarding operational activity andstrategic goals.
ContinuousImprovement & Innovation:
ü Stay informed about industry trends, bestpractices, and emerging technologies.
ü Identify opportunities for process improvement andimplement innovative solutions to drive efficiency and enhance the guestexperience.
ü Continuously evaluate the effectiveness of operationsstrategies and adjust as needed to achieve business goals.
ü Actively engage in Travel with Purpose program
Qualifications:
ü Bachelor’s degree and above are preferred.
ü Passion for the hospitality industry, and Customer-centricmindset, Experience in F&B or Rooms Management is preferred.
ü Experienced in hotel operations management, orseasoned in commercial management with strong operations sense is welcome,preferably in a similar size and type of property.
ü Advance operations management capability, includingexceptional customer service skills, commercial acumen and leadershipmanagement.
ü Proficiency in Microsoft Office Suite and hotelmanagement systems
ü Fluent in written and spoken English
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