An Operator Manager serving Hilton Brands is always working on behalf of our
Guests and working with other Team Members. To successfully fill this role,
you should maintain the attitude, behaviors, skills, and values
that follow:
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Minimum 2 years of experience in
the same position in a luxury hotel.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Understand basic spoken English
to meet business needs.
-
style="text-align: justify;">Maintain a high customer service focus by approaching your job with
the customers always in mind. -
style="text-align: justify;">Positively impact, take personal responsibility and initiative to resolve
issues, communicating clearly with both customers
and colleagues. -
style="text-align: justify;">Motivated and committed, approaching all tasks with enthusiasm
and seizing opportunities to learn new skills or knowledge in order to improve
personal performance. -
style="text-align: justify;">Be flexible and respond quickly and positively to changing requirements
including the performance of any tasks requested of you.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Maintain high team focus by showing
co-operation and support to colleagues in the pursuit of team
goals.
Contribute ideas
and suggestions to enhance operational / environmental procedures in
the hotel.
Good organization
and coordination skills.
-
style="text-align: justify;">Strong sense of responsibility and self-motivation.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Patient and responsible to solve all
problems.
Able to maintain
excellent relations with team members.
Able to work under
great physical and mental pressure.
style="font-size: 11pt; line-height: 107%;">Actively promote the services
and facilities of Hilton brands to guests and suppliers of
the hotel.
Perform all duties
and responsibilities in a manner that ensures your safety and that of others
in your workplace.
-
style="text-align: justify;">Familiar with computer systems preferred.
style="text-align: justify;">
An Operator Manager serving Hilton Brands is always working on behalf of our
Guests and working with other Team Members. To successfully fill this role,
you should maintain the attitude, behaviors, skills, and values
that follow:
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Minimum 2 years of experience in
the same position in a luxury hotel.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Understand basic spoken English
to meet business needs.
-
style="text-align: justify;">Maintain a high customer service focus by approaching your job with
the customers always in mind. -
style="text-align: justify;">Positively impact, take personal responsibility and initiative to resolve
issues, communicating clearly with both customers
and colleagues. -
style="text-align: justify;">Motivated and committed, approaching all tasks with enthusiasm
and seizing opportunities to learn new skills or knowledge in order to improve
personal performance. -
style="text-align: justify;">Be flexible and respond quickly and positively to changing requirements
including the performance of any tasks requested of you.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Maintain high team focus by showing
co-operation and support to colleagues in the pursuit of team
goals.
Contribute ideas
and suggestions to enhance operational / environmental procedures in
the hotel.
Good organization
and coordination skills.
-
style="text-align: justify;">Strong sense of responsibility and self-motivation.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Patient and responsible to solve all
problems.
Able to maintain
excellent relations with team members.
Able to work under
great physical and mental pressure.
style="font-size: 11pt; line-height: 107%;">Actively promote the services
and facilities of Hilton brands to guests and suppliers of
the hotel.
Perform all duties
and responsibilities in a manner that ensures your safety and that of others
in your workplace.
-
style="text-align: justify;">Familiar with computer systems preferred.
style="text-align: justify;">
An Operator Manager serving Hilton Brands is always working on behalf of our
Guests and working with other Team Members. To successfully fill this role,
you should maintain the attitude, behaviors, skills, and values
that follow:
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Minimum 2 years of experience in
the same position in a luxury hotel.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Understand basic spoken English
to meet business needs.
-
style="text-align: justify;">Maintain a high customer service focus by approaching your job with
the customers always in mind. -
style="text-align: justify;">Positively impact, take personal responsibility and initiative to resolve
issues, communicating clearly with both customers
and colleagues. -
style="text-align: justify;">Motivated and committed, approaching all tasks with enthusiasm
and seizing opportunities to learn new skills or knowledge in order to improve
personal performance. -
style="text-align: justify;">Be flexible and respond quickly and positively to changing requirements
including the performance of any tasks requested of you.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Maintain high team focus by showing
co-operation and support to colleagues in the pursuit of team
goals.
Contribute ideas
and suggestions to enhance operational / environmental procedures in
the hotel.
Good organization
and coordination skills.
-
style="text-align: justify;">Strong sense of responsibility and self-motivation.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Patient and responsible to solve all
problems.
Able to maintain
excellent relations with team members.
Able to work under
great physical and mental pressure.
style="font-size: 11pt; line-height: 107%;">Actively promote the services
and facilities of Hilton brands to guests and suppliers of
the hotel.
Perform all duties
and responsibilities in a manner that ensures your safety and that of others
in your workplace.
-
style="text-align: justify;">Familiar with computer systems preferred.
style="text-align: justify;">
As the Operator Manager, you will be responsible for performing
the following tasks to the highest standards:
style="list-style-type: disc;">
style="line-height: normal; margin-bottom: 0in; text-align: justify;">
lang="EN-SG" style="font-size: 11pt;">Actively seek verbal feedback
from customers and team members at every opportunity.
class="ortl-align-justify">
Agree on
and implement actions to make improvements to customer
service.
Promote
Hilton Honors and its associated benefits to guests who are not already enrolled
in the program, ensuring that existing Hilton Honors members receive personal
and professional service that recognizes them as important guests and that their
benefits are received.
style="text-align: justify;">Positively deal with and learn from customer complaints
and comments with follow-up and feedback to the
style="font-size: 11pt; line-height: 107%;">related
lang="EN-SG" style="font-size: 11pt; line-height: 107%;">Front Office
Manager /
Assistant Front Office Manager.
style="text-align: justify;">Handle complaint promptly and efficiently, taking
the necessary action, and informing the Guest Service Manager to follow-up where
appropriate.
style="text-align: justify;">Follow-up with all guests to ensure satisfaction
with problem resolutions (service recovery).
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Maintain guest histories to assist
with returning guests.
style="text-align: justify;">Make sure all customer requests and queries are responded
to promptly and effectively while assisting on the floor during peak periods
each day.Be
available to assist on duty in the hotels during any busy days or special
events.
Be
proactive towards customers, assisting them with any reasonable requests,
training all team members to see these things before customers
ask.
Handle
all internal and external guest enquiries promptly with minimal delay, directing
them to the correct parties with which they wish to speak and providing
information where necessary.
style="text-align: justify;">Effectively manage all hotel communications, telephone
calls, mails, in a prompt, courteous and efficient manner, ensuring that guests
feel welcome when they contact the hotel.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Ensure that all team
members
provide on time wake-up call services to hotel guests.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Handle all messages in a private
and confidential manner, ensuring privacy for guests and that the messages
are received and delivered clearly, accurately and in a timely
manner.
style="text-align: justify;">Lead the Communication Centre, monitoring performance,
providing guidance and making decisions.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Ensure consistency of standards
throughout the operation by adhering to Hilton brand
standards.
Have
detailed knowledge of Hilton departmental standards, explaining
the standards to the team.
Run
the Communication Centre as the Conrad Concierge Centre according to brand
standards.
Familiar with operating the telephone, FCS, OnQ PM and Micros
system.
Assess
team members’ performance against standards, monitoring standards through
regular standards review checks.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Develop action plans to address
shortfalls in standards and identify shortfalls before they affect customer
service, implement and follow through with improvements
identified.
Prepare
rosters and job schedules for team members to meet business needs (taking into
consideration internal activities, occupancy and external events, promotions,
etc.).
Coordinate with Housekeeping and Engineering
style="font-size: 11pt; line-height: 107%;">department to ensure cleaning
is followed-up, ensuring that follow-up procedures
are maintained.
style="text-align: justify;">Communicate effectively with the F&B and Kitchen teams
to ensure in-room dining quality and effectiveness.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Be completely familiar with all
emergency procedures and the fire system, ensuring that all Communication Centre
team members are familiar with the procedures too.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Describe, assign and delegate duties
and authority for the operation of the department at all
times.
Understand the situation in other departments and their implications
for your own department.
style="text-align: justify;">Plan ahead and ensure adequate resources
are available.
style="text-align: justify;">Ensure the shift is reviewed, and handovers and briefings
are carried out.
style="text-align: justify;">Maintain in-depth technical knowledge and skills required
for the job.Maintain guest histories to assist with returning
guests.
Attend
and participate in regular operational and hotel meetings.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Understand the goals of the hotel
and the department’s role in achieving them, communicating the goals to
the team.
Set
and agree to departmental objectives for self and team, representing the needs
of the team to others in the hotel and getting members of the team
to work cooperatively with others.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Act as a coach and mentor to team
members, reinforcing standards and expectations, motivating team members
to strive for established targets.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Keep the team up to date about
departmental, hotel and company activities through regular communication
meetings and memos including special events and promotions in the restaurants
and bars.
Take
on an active role in the team, ensuring effective communication and work as
a team in order to reach goals and targets.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Lead and motivate team members
by leading by example and employing competent and consistent management
practices.
Be
aware of potential highs and lows in the business.
lang="EN-SG" style="font-size: 11pt; line-height: 107%;">Create and implement
sales promotions and team member incentives as per discussion with the Front
Office Manager.Create
an environment where “everyone sells”.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Use key monitors and financial
targets to evaluate the department’s performance and make future
plans.
C
lang="EN-SG" style="font-size: 11pt; line-height: 107%;">omplete regular
financial and operating reports, forecasting potential costs.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Follow company control procedures,
controlling costs without compromising standards.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Communicate relevant financial
information to the team, analyze and explain any financial variance against
plan.
Set up
and maintain the leave plans for the department.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Carry out seasonal inventory
of operating equipment.
style="text-align: justify;">Understand the quantity and quality of people needed
to operate the department.
style="text-align: justify;">Carry out selection interviews and make effective
recruitment decisions based on skills and attitude.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Ensure that new recruits have all
relevant information before commencing employment.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Plan and ensure that departmental
orientation is carried out.
style="text-align: justify;">Ensure that standard training and assessments are carried
out.Regularly review individual and team performance against objectives
and provide feedback.
style="text-align: justify;">Develop and implement department training plans to meet
business needs.
style="text-align: justify;">Review and evaluate all training
activities.Carry
out annual appraisals in accordance with legal and hotel
guidelines, assisting the Front Office Manager
style="font-size: 11pt; line-height: 107%;">with all team members and identify
individual training needs.
style="text-align: justify;">Introduce appropriate product knowledge courses for team
members.Participate in trainer programs, providing structured training
to people starting careers in the hospitality industry.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Understand relevant Health &
Safety legislations and their implications on the department’s
operation.
Communicate to
the team their responsibilities within Health & Safety, ensuring that safe
and healthy working practices are implemented at all times.
class="ortl-align-justify">
style="font-size: 11pt; line-height: 107%;">Participate in community public
relations for the hotel.
style="text-align: justify;">Ensure all reporting and servicing deadlines are met on
a timely basis.
style="text-align: justify;">Adhere to the hotel’s security and emergency policies
and procedures.
style="text-align: justify;">Be familiar with and master the reservation content to help guests
to book rooms.
style="text-align: justify;">Carry out any other reasonable duties and responsibilities
as assigned.
style="line-height: normal; margin-bottom: 0in; text-align: justify;">
lang="EN-SG" style="font-size: 11pt;">The Management reserves the right to make
changes to this job description at its sole discretion and without advance
notice.
