Role: Hotel Operations
Manager
You will find the Hampton by Hilton Birmingham Broad Street
located in the heart of Birmingham City Centre.
As part of Hampton by Hilton family, the brand you can
depend on, we go the extra mile, you’ll have the chance to build a rewarding
career with exceptional development opportunities. Hampton by Hilton Birmingham
Broad Street is where you can bring your passion for operational leadership and hospitality
together, while working in a dynamic and flexible environment.
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Position Overview:
We are seeking a dynamic Hotel Operations Manager who wants to make a
difference to join our team at Hampton by Hilton Birmingham Broad Street. As an Operations Manager, you will be responsible for the day-to-day
operations of the hotel by creating competent and motivated teams. To back our
people to be the best they can be, creating a culture in the hotel that
delivers the best results in all areas. You will support the General Manager in
delivering the hotel budget and KPI’s and deliver exceptional standards around
guest/team safety and pass all quality assurance audits. You will strive to constantly
find better ways of doing things, achieving efficiencies whilst protecting our
reputation through brand, policy and legal compliance. Specifically, you will
be responsible for performing the following tasks to the highest standards:
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Key
accountabilities:
• Recruit
the right ‘people’ for the job who embody our values.
• Provide
great onboarding experiences for all new hires and ongoing training, coaching
and development to ensure a robust talent pipeline
• Hold
regular performance and development conversations with your team and provide
frequent feedback using relevant frameworks.
• Communicate
agreed business goals and targets, ensuring everyone in the team understands
the part they play in the overall business performance.
• Evoke a
shared way of thinking through listening every day, involving the team in
decisions, acting on their feedback and developing a culture of inclusion
• Implement
a robust team and guest safety plan across all sites, ensuring your team are
trained, competent and comply with all health & safety, fire and security policies.
• Fully
complying with all finance policies and procedures
• Competence
in dealing with crisis situations, and meticulous in reporting and recording
hazards, accidents or near misses
• Help the
team to ensure that brand and operational standards are consistently delivered.
• Be a role
model – deliver authentic experiences at every opportunity and continuously
demonstrate passion for our business
• Actively
use the stay experience dashboard to review the performance of the team and
drive actions
• Know your
market and the external factors that impact business performance
• Work with
your General Manager to deliver the annual budget. Monitor performance and
forecast and develop appropriate action plans
• Control
site costs whilst ensuring that any savings will not have a negative impact on
guest experience
• Drive
commercial best practice across all departments and actively encourage a
culture of upselling and identifying sales leads
• Ensure the
team understand their impact on cost savings, achievement of profit targets and
profit conversion
• Relentlessly
act to prevent, minimise and understand guest complaints.
• Effectively
schedule and monitoring labour within all departments to ensure that costs are
controlled
• Full
knowledge of and compliance with safety and security policies and procedures
incl. crisis procedure and emergency fire action plan. Able to complete a
thorough and well managed evacuation of the building if required
• Monitor H&S
compliance to ensure we are legally compliant on a daily basis using the
hotel’s nominated process
• Utilising
all security equipment and systems provided, ensuring you always keep yourself
safe
• Logging
and reporting of all incidents, accidents and near misses that occur whilst on
shift with resolve and follow up completed
• Ensuring building security is upheld
• Completing
return to work interviews
• Authorizing
timecards
• Carry out
Duty Management as and when required
• Processing
orders and delivery notes
• Carrying
out all finance assistant tasks in their absence
• Conduct
weekly Operations Meetings
• Ensure
quarterly departmental meetings take place
• Completing
the Duty Manager Rota and check all departmental rotas have been completed in
line with budget and forecast and that they meet the needs of the business
• Completion
of the required skills and mandatory (legal and developmental) training modules
to ensure you are proficient in role
• Liaise
with and support all team members and undertake other duties as required by the
management team and by the wider business
• Demonstrate
delivery to company standards and bring new ideas to improve the guest
experience
• Complete
all shift handovers thoroughly and consistently
• Adhere to
sickness and absence policy at all times
• Deliver
friendly authentic service to all guests, delivering an experience that enables
Hampton by Hilton to the world’s best focus service hotel business
• Delivery
of Hilton Quality Assurance Audits
• Resolve
all complaints to the highest standard ensuring no guest leaves unhappy,
proactively seeking out guest feedback to continually improve the guest
experience
• Ensure
guest areas are clean, well-organised and in good repair
• Carrying
out any other tasks as requested by the General Manager
• Deputize
for the General Manager in their absence
The above is
designed to help understand the role and is not intended to be a definitive
list of duties as flexibility in meeting the needs of the guests and the
company is required by all employees.
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Desired
Skills and Education:
• Good
understanding of written and spoken English.
• Previous
hotel operations experience in a HOD role.
• H&S
& Food Hygiene Level 3
• Team
Leadership
•Flexibility
• Knowledge
of MS office.