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. In addition to our flagship brand, Hilton Hotels & Resorts, the family of brands includes Waldorf Astoria, LXR, Conrad, Canopy, Curio Collection, DoubleTree, Hilton Garden Inn, Hampton and many others.
If you appreciate the impact global travel can have on the world, you may be just the person we are looking for to work as a Hilton Team Member. Because it’s with Hilton where we never forget the reason we're here: to delight our guests, Team Members, and owners alike.
Position Statement
The Room Division Manager provides guest services as well as supervision, direction and leadership in the Rooms
Division in accordance with the objectives, performance and quality standards established by Hilton Hotels & Resorts and the hotel.
What will I be doing?
As the Room Division Manager, you will be responsible for performing the following tasks to the highest standards:
· Ensure consistency and quality of work across functions in both Front Office and Housekeeping.
· Ensure that both Front Office and Housekeeping engage in the appropriate strategies towards maintaining their respective Stay Score targets.
· Ensure that all guest recognition programs are fully implemented and consistently monitored and followed upon.
· Perform their duty as a role model in delighting customers both at the front of the house and back of the house.
· Ensure that the appropriate recognition programs for team members (both full time and part time) are in place to maintain elevated levels of motivation across the Front Office and Housekeeping departments.
· To actively participate and be a leader of the Journey Ambassador program and to coordinate across department to actively secure support.
· Ensure that guest recovery and complaint handling is handled in a timely manner as dictated by Brand.
· Ensure seamless and timely communication between Food and Beverage and Rooms to ensure that amenities are delivered consistently and standards are maintained.
· Conduct quality checks on a regular basis of both Front Office and Housekeeping operations.
· Ensure that all section managers are effectively communicating the Stay Score results with their respective departments.
· Ensure that product knowledge of both Front Office and Housekeeping products are well understood and communicate directly with all key stakeholders for any amendments made in a timely manner.
· Actively interview and recruit competent individuals throughout the year and ensure that candidates hired showcase the mindset and attitude to complement the team.
· Implement and manage structured training programs for the departments throughout the year to address gaps or to implement new focus areas.
· Assist and support the Learning and Development Manager with development needs throughout the year.
· Actively participate in and manage mid-year and year end Performance Development Reviess to clearly Identify career goals of each team member within the division.
· Develop a succession plan for the department to ensure smooth transition and operations.
· Work to create an engaging and positive environment which encourages team members to contribute in a positive manner and also to grasp the opportunity to learn from their choice of actions.
· Ensure integrity and confidentiality of guest and team member information at all times.
· Foster and maintain an “open door” policy throughout the division.
· Involve the team in the decision making processes.
· Support and encourage empowerment.
· Maintain a high level of productivity and cost efficiency within the department based on budget and forecast.
· Stay abreast of current technology trend within the industry through all available communication mediums.
· Collaborate with Security to ensure that Safety and Security protocol is adhered to at all times, such as fire drills, emergency escape procedures and the quarterly Safety and Security Audit are completed in a timely and professional manner.
· Communicate budgetary goals and objectives to entire team.
· Review all budgets and forecast for accuracy and timeliness.
· Be involved in the procurement and implementation of items within the department.
· Attend the necessary meetings or appoint a suitable representative with capability to make decisions for the department.
· Observe departmental best practices.
· Maintain personal presentation and grooming to current brand standards.
· The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.