工作职责：
Role Overview:
The Director of Operations has a pivotal leadership role within the hotel. The role oversees and directs all
aspects of the hotel operational departments which includes, Front office, Food & Beverage, Kitchen,
Housekeeping, Engineering, Security, Health & Leisure and other relevant operating departments.
The Director of Operations ensures these departments are well run by focusing on maximizing revenues and
profits, optimizing operational efficiency, ensuring excellent service standards, and cultivating a highperforming
team. The individual must possess strategic thinking, exceptional leadership skills, sharp
business acumen, and the ability to adapt to the dynamic hospitality environment.
Key Responsibilities:
Strategic Planning & Execution:
✓ Develops and implements strategic operational plans to achieve hotel financial goals, including labor
optimization, inventory management, and operational cost control, while ensuring customer service
and driving progress towards key performance indicators （KPIs） like GOP, RevPAR, Customer
Promise and Talent and Purpose etc.
✓ Evaluates competitor strategies and market dynamics to identify opportunities for differentiation,
working with commercial teams to develop pricing and marketing initiatives that enhance the guest
experience and drive operational efficiency.
✓ Evaluate and optimize operational processes to maximize efficiency and profitability （include
proposing and implementing an approved CAPEX budget）.
✓ Oversee the preparation of accurate financial reports and analyze key performance indicators to
forecast operational needs, develop departmental budgets, and track performance against
operational targets.
✓ Reviews of monthly operational reports and financial statements to determine hotel performance,
join the monthly P&L and owner meeting ensure action plans in place.
✓ Based on the hotel’s operational needs, certain duties may need to be handled when GM is absent.
Guest Experience:
✓ Lead and inspire operations team to consistently exceed guest expectations and deliver exceptional
service.
✓ Implement and monitor service standards across all operations departments.
✓ Ensure full compliance with hotel operations with Hilton’s fire safety and food safety standards.
✓ Ensure the continuous maintenance and regular updating of the hotel’s operational equipment and
assets align with the Hilton brand standards.
✓ Analyze guest feedback and identify opportunities for improvement.
Leadership & Team Development:
✓ Provides effective leadership and direction to the operations management team, leading operations
to effectively manage occupancy & rate, wages, and controllable expenses.
✓ Develop and mentor team members, fostering a culture of continuous improvement and
professional growth.
✓ Build a high－performing team through effective communication, collaboration, and conflict
resolution.
✓ Implement Hilton standards and ensure compliance with company policies and procedures.
Problem Solving & Decision Making:
✓ Analyze complex operations issues and make informed decisions to resolve problems and drive
operational excellence.
✓ Demonstrate critical thinking and adaptability in ambiguous or challenging situations.
✓ Take ownership of difficult situations and implement effective solutions.
✓ Collaborate with the General Manager and other leadership teams to address key property issues.
✓ Draw on relationships with owners, department heads and external partners, to make wise decisions
regarding operational activity and strategic goals.
Continuous Improvement & Innovation:
✓ Stay informed about industry trends, best practices, and emerging technologies.
✓ Identify opportunities for process improvement and implement innovative solutions to drive
efficiency and enhance the guest experience.
✓ Continuously evaluate the effectiveness of operations strategies and adjust as needed to achieve
business goals.
✓ Actively engage in Travel with Purpose program
Direct Reports: （Remarks: Different brand hotels tend to have different role titles, below department heads will report
to DO role.）
✓ Front Office
✓ Housekeeping
✓ Food & Beverage
✓ Kitchen
✓ Security
✓ Engineering
✓ Health & Leisure
任职资格：
Bachelor’s degree and above are preferred.
✓ Passion for the hospitality industry, and Customer－centric mindset, Experience in F&B or Rooms
Management is preferred.
✓ Experienced in hotel operations management, or seasoned in commercial management with strong
operations sense is welcome, preferably in a similar size and type of property.
✓ Advance operations management capability, including exceptional customer service skills,
commercial acumen and leadership management.
✓ Proficiency in Microsoft Office Suite and hotel management systems
✓ Fluent in written and spoken English
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