Guest Operations Manager
- Employer
- Hilton Hotels
- Location
- Hampton, Greater London
- Salary
- Competitive
- Closing date
- 15 Aug 2022
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Guest Operations Manager
You are the Key to our success
WELCOME TO A WORLD OF OPPORTUNITIES - No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. “To share the light and warmth of hospitality”. With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow. A WORLD OF REWARDS-
Hourly Rate of £10 per hour plus service charge
Smart uniform provided
Free and healthy meals when on duty
Grow your Career with Hilton
Personal Development programmes designed to support you at every step of your career
A chance to make a difference through our Corporate Responsibility programmes – Find out what and how we are doing (https://cr.hilton.com)
Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets)
Team Member Referral Program
High street discounts: with Perks at Work
Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
Discounted dental and health cover
Free Parking
Modern and inclusive Team Member’s areas
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Oversee the entire Guest Service/Front Office operation to maintain high standards
Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Ensure regular and VIP Guests are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme
Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
Set departmental objectives, work schedules, budgets, policies, and procedures
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
Maintain good communication and working relationships with all hotel departments
Monitor staffing levels to meet cover business demands
Conduct monthly communication meetings and produce minutes
Manage staff performance issues in compliance with company policies and procedures
Recruit, manage, train and develop the Guest Service team
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Assist with other departments, as necessary
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Previous supervisory experience in Front Office within the hotel/leisure/retail sector
High level of IT proficiency
High level of commercial awareness and sales capabilities
Experience of managing people and developing people
Previous experience of managing a department and Profit and Loss account
Excellent leadership, interpersonal and communication skills
Accountable and resilient
Commitment to delivering a high level of customer service
Ability to work under pressure
Excellent grooming standards
Flexibility to respond to a variety of work situations
Ability to work on your own and as part of a team
Familiar with Property Management Systems
A degree or diploma in Hotel Management or equivalent
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