Here at Crimson Hotels, we know our colleagues are key to our success. That’s why we’re passionate about offering limitless opportunities for career progression and personal growth. Not only that, we also offer a supportive and empowering work environment too.
All our team at DoubleTree by Hilton West End work together to achieve our vision of Creating a Wondrous Place in People’s Lives. Our values drive our behaviour every day. We deliver excellence every day through demonstrating integrity, curiosity, intuition, care and spirit.
The key purpose of your role is to take control and responsibility for the smooth and efficient operation of all hotel departments, ensuring the guest experience and hotel product presentation are maintained to the standards required and the departmental budgeted profitability is achieved.
Duties and Responsibilities
* Oversee daily operations across all hotel departments, including front office, housekeeping, food & beverage, and maintenance.
* Meet any audit standards.
* Ensure all operational standards are continuously monitored, evaluated and developed.
* Ensure adequate staffing levels, systems, and SOPs for all departments within the hotel.
* Monitor and respond to all forms of guest feedback, including social media.
* Research trends in hospitality guest experience products and services and make recommendations in line with brand and budget.
* Develop the service and hotel product offering in line with advances in technology, trends, and guest expectations.
* Ensure all employees receive regular service and operation standards training to update their skills and knowledge.
* Ensure compliance with H&S regulations and readiness for audits.
* Ensure compliance with all legal requirements including PCI compliance and GDPR.
* Ensure compliance with brand requirements and lead any brand audits.
Financial
* Prepare and manage all departmental budgets.
* Develop and implement incentive schemes that help the hotel achieve its strategic and business objectives.
* Be fully aware of all hotel facilities and promote them whenever possible.
* Ensure all teams follow cash handling and credit procedures and report/rectify any discrepancies.
* Execute revenue strategies and sales initiatives while continually developing your teams.
* Coordinate and control issues relating to hotel departments' costs, expenses, wastage, breakages, security, and stock control.
* Proactively pursue practices in line with company environmental and energy-saving initiatives.
Strategic
* Take a proactive approach to contributing to the continued long-term success of the company.
* Project manage key strategic hotel priorities ensuring effective leadership of any working party, clear communication to the General Manager and all departments, and delivery of work streams in line with agreed deadlines.
* Work with the General Manager and HOD team to drive business improvements.
* Effectively manage relationships with external contacts, professional advisors, and official bodies.
Service & Quality
* Ensure guests receive a wondrous experience.
* Anticipate guests’ needs and provide service to exceed expectations.
* Take appropriate action regarding guest feedback and utilize metrics to develop products and services.
* Comply with brand and hotel standards.
* Work safely at all times, reporting any damage, wear or tear and understanding hotel departmental risk assessments.
* Source suppliers, products, and new services to meet customer and market trends.
People
* Role model values, professional ethics, and conduct.
* Maintain good working relationships with colleagues and support across the hotel.
* Demonstrate commitment to our vision, values, and competency framework.
* Constantly improve knowledge and show a desire to learn and participate in training.
* Be responsible for your own personal development at work and strive to be the best in your role.
* Liaise with HR regarding any high-risk issues.
* Ensure departments are aware of current developments within the hotel.
* Display a proactive role in service, culture, development, team image, systems, procedures, and skills development.
General
* Comply with the Hotel Charter at all times.
* Produce reports as required in line with current guidelines.
* Perform other tasks as directed by the General Manager in pursuit of business goals.
* Work as part of a diverse team with colleagues from different viewpoints, cultures, and countries.
* Understand your role and responsibilities in terms of the hotel Health & Safety Policy, including completion of all mandatory training.
* Familiarize yourself with emergency & evacuation procedures and understand your responsibilities regarding security.
Benefits
* Highly competitive salary and benefits package.
* GoHilton – explore the world with discounted room rates through our renowned international travel programme.
* Private Healthcare Plan – financial assistance towards the cost of healthcare.
* 2 x annual salary life assurance.
* Learning and development opportunities – from in-house and external training courses and over 1,000 training courses available on ‘Hilton University’.
* Opportunities for promotion and transfer across the company and Hilton group on a national and international level.
* Free-of-charge dry-cleaning of work attire.
Eligibility
In line with the requirements of the Asylum & Immigration Act 1996, all applicants must either be eligible to live and work in the UK or must obtain permits to work in the UK prior to application. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
Crimson Hotels is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, age, disability, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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