Careline Manager - DoubleTree by Hilton Singapore Robertson Quay (Pre-Opening)

Negotiable
Experience
1-3 years
Job Type
Full Time
Location
Singapore, Singapore
Job Description

What will I be doing?

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0px;">As the Operator Manager, you will be responsible for performing
the following tasks to the highest standards:

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Actively seek verbal feedback from customers and team members at every
opportunity.

• Agree on and implement
actions to make improvements to customer service.

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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.

• Positively deal with
and learn from customer complaints and comments with follow-up and feedback
to the related Front Office Manager / Assistant Front Office Manager.

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Handle complaint promptly and efficiently, taking the necessary action,
and informing the Guest Service Manager to follow-up where appropriate.

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Follow-up with all guests to ensure satisfaction with problem resolutions
(service recovery).

• Maintain guest histories
to assist with returning guests.

• Make sure all customer
requests and queries are responded to promptly and effectively while assisting
on the floor during peak periods each day.

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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.

• Effectively manage all
hotel communications, telephone calls, fax, mails, in a prompt, courteous
and efficient manner, ensuring that guests feel welcome when they contact
the hotel.

• Ensure that all team
members provide on time wake-up call services to hotel guests.

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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.

• Lead the Communication
Centre, monitoring performance, providing guidance and making decisions.

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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.

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Run the Communication Centre as the MAGIC Centre according to brand
standards.

• Familiar with operating
the telephone, FCS, OnQ PM and Micros system.

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Assess team members’ performance against standards, monitoring standards through
regular standards review checks.

• 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.).

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Coordinate with Housekeeping and Engineering department to ensure cleaning
is followed-up, ensuring that follow-up procedures are maintained.

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Communicate effectively with the F&B and Kitchen teams to ensure in-room
dining quality and effectiveness.

• Be completely familiar
with all emergency procedures and the fire system, ensuring that all
Communication Centre team members are familiar with the procedures too.

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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.

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Plan ahead and ensure adequate resources are available.

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Ensure the shift is reviewed, and handovers and briefings are carried out.

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Maintain in-depth technical knowledge and skills required for the job.

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Maintain guest histories to assist with returning guests.

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Attend and participate in regular operational and hotel meetings.

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Understand the goals of the hotel and the department’s role in achieving
them, communicating the goals to the team.

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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.

• Act as a coach and mentor
to team members, reinforcing standards and expectations, motivating team members
to strive for established targets.

• 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.

• 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.

Create and implement sales
promotions and team member incentives as per discussion with the Front Office
Manager.

• Create an environment where “everyone sells”.

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Use key monitors and financial targets to evaluate the department’s performance
and make future plans.

• Complete regular financial
and operating reports, forecasting potential costs.

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Follow company control procedures, controlling costs without compromising
standards.

• 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.

• Carry out seasonal
inventory of operating equipment.

• Understand the quantity
and quality of people needed to operate the department.

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Carry out selection interviews and make effective recruitment decisions based
on skills and attitude.

• Ensure that new recruits
have all relevant information before commencing employment.

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Plan and ensure that departmental orientation is carried out.

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Ensure that standard training and assessments are carried out.

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Regularly review individual and team performance against objectives and provide
feedback.

• Develop and implement
department training plans to meet business needs.

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Review and evaluate all training activities.

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Carry out annual appraisals in accordance with legal and hotel guidelines,
assisting the Front Office Manager with all team members and identify individual
training needs.

• Introduce appropriate
product knowledge courses for team members.

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Participate in trainer programs, providing structured training to people
starting careers in the hospitality industry.

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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.

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Participate in community public relations for the hotel.

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Ensure all reporting and servicing deadlines are met on a timely basis.

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Adhere to the hotel’s security and emergency policies and procedures.

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Be familiar with and master the reservation content to help guests to book
rooms.

• Carry out any other reasonable duties and responsibilities
as assigned.

At Hilton, our core values define what it takes to succeed
here and guide the qualities we look for in every team member:

A passion
for spreading the light and warmth of Hospitality. Acting
with Integrity and always doing the right thing. Inspiring
others through Leadership. A belief
that Teamwork drives the best outcomes. A sense
of Ownership and accountability.

And a focus on the Now, bringing urgency and discipline
to every moment, knowing it can make a lasting impact.

In addition,
this role requires the following minimum qualifications:

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, behaviours, skills, and values
that follow:

• Minimum 2 years of experience in the same position in
a 5-star international branded hotel or comparable industry related
experience.

• Understand basic spoken English to meet business
needs.

• Maintain a high customer service focus by approaching your job
with the customers always in mind.

• Positively impact, take personal
responsibility and initiative to resolve issues, communicating clearly with both
customers and colleagues.

• Motivated and committed, approaching all tasks
with enthusiasm and seizing opportunities to learn new skills or knowledge
in order to improve personal performance.

• Be flexible and respond
quickly and positively to changing requirements including the performance of any
tasks requested of you.

• 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.

• Strong
sense of responsibility and self-motivation.

• Patient and responsible
to solve all problems.

• Able to maintain excellent relations with team
members.

• Able to work under great physical and mental pressure.


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.


Familiar with computer systems preferred.

At Hilton, our core values
define what it takes to succeed here and guide the qualities we look for
in every team member:

A passion for spreading the light and warmth
of Hospitality. Acting with Integrity
and always doing the right thing. Inspiring others through
Leadership. A belief that Teamwork drives
the best outcomes.

A sense of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.

In addition, this role requires
the following minimum qualifications:

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,
behaviours, skills, and values that follow:

• Minimum 2 years
of experience in the same position in a 5-star international branded hotel
or comparable industry related experience.

• Understand basic spoken
English to meet business needs.

• Maintain a high customer service focus
by approaching your job with the customers always in mind.

• Positively
impact, take personal responsibility and initiative to resolve issues,
communicating clearly with both customers and colleagues.

• Motivated
and committed, approaching all tasks with enthusiasm and seizing opportunities
to learn new skills or knowledge in order to improve personal
performance.

• Be flexible and respond quickly and positively to changing
requirements including the performance of any tasks requested of you.


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.

• Strong sense of responsibility
and self-motivation.

• Patient and responsible to solve all
problems.

• Able to maintain excellent relations with team
members.

• Able to work under great physical and mental pressure.


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.


Familiar with computer systems preferred.

At Hilton, our core values
define what it takes to succeed here and guide the qualities we look for
in every team member:

A passion for spreading the light and warmth
of Hospitality. Acting with Integrity
and always doing the right thing. Inspiring others through
Leadership.

A belief that Teamwork drives the best outcomes. A sense
of Ownership and accountability. And a focus on
the Now, bringing urgency and discipline to every moment,
knowing it can make a lasting impact.

In addition, this role requires
the following minimum qualifications:

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,
behaviours, skills, and values that follow:

• Minimum 2 years
of experience in the same position in a 5-star international branded hotel
or comparable industry related experience.

• Understand basic spoken
English to meet business needs.

• Maintain a high customer service focus
by approaching your job with the customers always in mind.

• Positively
impact, take personal responsibility and initiative to resolve issues,
communicating clearly with both customers and colleagues.

• Motivated
and committed, approaching all tasks with enthusiasm and seizing opportunities
to learn new skills or knowledge in order to improve personal
performance.

• Be flexible and respond quickly and positively to changing
requirements including the performance of any tasks requested of you.


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.

• Strong sense of responsibility
and self-motivation.

• Patient and responsible to solve all
problems.

• Able to maintain excellent relations with team
members.

• Able to work under great physical and mental pressure.


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.


Familiar with computer systems preferred.

希尔顿集团旗下拥有22个卓越酒店品牌,在全球126个国家和地区拥有7500多家酒店和120多万间客房,酒店致力于实现“让世界充满阳光和温暖,让宾客感受到“热情好客’”的创始愿景。通过客户忠诚度计划“希尔顿荣誉客会”,超1.8亿会员可享积分兑换住宿。