Job Description - Guest Services Manager (Operator Manager) (HOT0B9L2)
Job Number:HOT0B9L2
Work LocationsHilton Kuala Lumpur Hotel 3 Jalan Stesen Sentral Kuala Lumpur 50470
With thousands of hotels in over 100 countries and territories, Hilton offers countless opportunities to delight.
From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget.
The Operator Manager organizes and coordinates the services to ensure that each customer experiences a memorable stay from arrival, during the stay, through to departure, in line with Hilton and hotel policies and procedures.
What will I be doing?
As the Operator Manager, you will be responsible for performing the following tasks to the highest standards:
Actively seek verbal feedback from customers and team members at every opportunity.
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.
Positively deal with and learn from customer complaints and comments.
Handle complaints promptly and efficiently.
Follow-up with all guests to ensure satisfaction with problem resolutions.
Maintain guest histories to assist with returning guests.
Make sure all customer requests and queries are responded to promptly.
Be available to assist on duty during busy days or special events.
Handle all internal and external guest enquiries promptly.
Effectively manage all hotel communications.
Ensure that all team members provide on-time wake-up call services to hotel guests.
Handle all messages in a private and confidential manner.
Lead the Communication Centre, monitoring performance and providing guidance.
Ensure consistency of standards throughout the operation.
Run the Communication Centre as the MAGIC Centre according to brand standards.
Familiar with operating the telephone, FCS, OnQPM, and Micros system.
Assess team members' performance against standards.
Prepare rosters and job schedules for team members.
Coordinate with Housekeeping and Engineering department.
Communicate effectively with the F&B and Kitchen teams.
Be completely familiar with all emergency procedures.
Describe, assign and delegate duties for the operation of the department.
Plan ahead and ensure adequate resources are available.
Ensure the shift is reviewed, and handovers and briefings are carried out.
Maintain in-depth technical knowledge and skills required for the job.
Attend and participate in regular operational and hotel meetings.
Set and agree to departmental objectives.
Act as a coach and mentor to team members.
Keep the team up to date about departmental activities.
Lead and motivate team members by leading by example.
Create and implement sales promotions and team member incentives.
Complete regular financial and operating reports.
Follow company control procedures.
Communicate relevant financial information to the team.
Set up and maintain the leave plans for the department.
Carry out seasonal inventory of operating equipment.
Carry out selection interviews and make effective recruitment decisions.
Ensure that new recruits have all relevant information.
Plan and ensure that departmental orientation is carried out.
Ensure that standard training and assessments are carried out.
Regularly review individual and team performance against objectives.
Develop and implement department training plans.
Review and evaluate all training activities.
Carry out annual appraisals.
Introduce appropriate product knowledge courses for team members.
Understand relevant Health & Safety legislations.
Participate in community public relations for the hotel.
Ensure all reporting and servicing deadlines are met.
Be familiar with and master the reservation content.
Carry out any other reasonable duties as assigned.
What are we looking for?
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.
Understand basic spoken English.
Maintain a high customer service focus.
Positively impact and take personal responsibility.
Motivated and committed, approaching all tasks with enthusiasm.
Be flexible and respond quickly to changing requirements.
Maintain high team focus.
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 pressure.
Actively promote the services and facilities of Hilton brands.
Familiar with computer systems preferred.
What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels to mid-priced hotels.
Hilton is dedicated to providing exceptional guest experiences across its global brands.
ScheduleFull-time
BrandHilton Hotels & Resorts
JobGuest Services, Operations, and Front Office#J-18808-Ljbffr