StrategicPlanning & Execution:
ü Develops and implements strategicoperational plans to achieve hotel financial goals, including laboroptimization, inventory management, and operational cost control, whileensuring customer service and driving progress towards key performanceindicators (KPIs) like GOP, RevPAR, Customer Promise and Talent and Purpose etc.
ü Evaluates competitor strategiesand market dynamics to identify opportunities for differentiation, working withcommercial teams to develop pricing and marketing initiatives that enhance theguest experience and drive operational efficiency.
ü Evaluate and optimize operationalprocesses to maximize efficiency and profitability (include proposing andimplementing an approved CAPEX budget).
ü Oversee the preparation ofaccurate financial reports and analyze key performance indicators to forecastoperational needs, develop departmental budgets, and track performance againstoperational targets.
ü Reviews of monthly operationalreports and financial statements to determine hotel performance, join themonthly P&L and owner meeting ensure action plans in place.
ü Based on the hotel’s operationalneeds, certain duties may need to be handled when GM is absent.
Guest Experience:
ü Lead and inspire operations teamto consistently exceed guest expectations and deliver exceptional service.
ü Implement and monitor servicestandards across all operations departments.
ü Ensure full compliance with hoteloperations with Hilton’s fire safety and food safety standards.
ü Ensure the continuous maintenanceand regular updating of the hotel’s operational equipment and assets align withthe Hilton brand standards.
ü Analyze guest feedback andidentify opportunities for improvement.
Leadership & Team Development:
ü Provides effective leadership anddirection to the operations management team, leading operations to effectivelymanage occupancy & rate, wages, and controllable expenses.
ü Develop and mentor team members,fostering a culture of continuous improvement and professional growth.
ü Build a high-performing teamthrough effective communication, collaboration, and conflict resolution.
ü Implement Hilton standards andensure compliance with company policies and procedures.
Problem Solving & DecisionMaking:
ü Analyze complex operations issuesand make informed decisions to resolve problems and drive operationalexcellence.
ü Demonstrate critical thinking andadaptability in ambiguous or challenging situations.
ü Take ownership of difficultsituations and implement effective solutions.
ü Collaborate with the GeneralManager and other leadership teams to address key property issues.
ü Draw on relationships with owners,department heads and external partners, to make wise decisions regardingoperational activity and strategic goals.
Continuous Improvement &Innovation:
ü Stay informed about industrytrends, best practices, and emerging technologies.
ü Identify opportunities for processimprovement and implement innovative solutions to drive efficiency and enhancethe guest experience.
ü Continuously evaluate theeffectiveness of operations strategies and adjust as needed to achieve businessgoals.
ü Actively engage in Travel withPurpose program
Direct Reports: (Remarks: Differentbrand hotels tend to have different role titles, below department heads willreport to DO role.)
ü Front Office
ü Housekeeping
ü Food & Beverage
ü Kitchen
ü Security
ü Engineering
ü Health & Leisure
ü Bachelor’s degree and above arepreferred.
ü Passion for the hospitalityindustry, and Customer-centric mindset, Experience in F&B or RoomsManagement is preferred.
ü Experienced in hotel operationsmanagement, or seasoned in commercial management with strong operations senseis welcome, preferably in a similar size and type of property.
ü Advance operations managementcapability, including exceptional customer service skills, commercial acumenand leadership management.
ü Proficiency in Microsoft Office Suiteand hotel management systems
ü Fluent in written and spokenEnglish
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