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Operations Support Manager

Operations Support Manager London

Hilton Hotels
Full Time London 0.00 GBP Today
Job description

Operations Support Manager 

NOW IS AN EXCITING MOMENT TO JOIN THE TEAM AT THE HILTON LONDON METROPOLE.

The hotel has just finished a transformational refurbishment, updating all of its Food & Beverage outlets, Bedrooms, Public Areas and Meeting Space, setting us well on our way to becoming Europe's Leading Conference & Events Hotel!

Following the completion of the refurbishment, the hotel now boasts 1,100 bedrooms, a state of the art fitness centre, four unique restaurants and bars, 35+ meeting rooms, including three ballrooms, with capacity for over 1,350 guests as well as an exclusive event space with unparalleled breath-taking skyline views across London.

Fancy taking a closer look at our brand new hotel? Check out our socials:

Instagram: https://www.instagram.com/hiltonlondonmet/?hl=en

Linkedin: linkedin.com/company/hilton-london-metrople

A WORLD OF REWARDS

  • Competitive salary
  • Free, healthy and high quality meals when on duty
  • Grow your Career 
  • 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
  • Discounted dental and health cover
  • High street discounts: with Perks at Work
  • Discounted car park
  • Holiday: 28 days including bank holidays (increasing yearly to up to 33 days)
  • Modern and inclusive Team Member’s areas

General Scope of the Role :

  • Focus on translating operational analytics into actionable insights and developing our performance improvement plans in partnership with Operational leaders
  • Partner with frontline operational leaders to identify opportunities and drive operational excellence and continuous improvement.
  • Develop presentations and present findings with recommendations to key stakeholders and senior management across the company.
  • Develop models and operational key performance indicators where required to measure performance of respective function.
  • Work hand in hand with General Manager, Hotel Manager and Commercial Finance Manager to drive performance and process optimization.
  • Participate actively in hotel performance management process and its relevant platforms such as attending and providing data and insights for F&B commercial focus meetings, P&L meetings, etc.
  • Ability to support all operational departments in moments of strain.
  • Proactively offer support in a leadership role to areas in need or in absence of department head
  • Perform for adhoc projects as requested by General Manager, Hotel Manager, Commercial Finance Manager.

    • Food & Beverage Performance Management Process :

  • Run menu engineering, sales analysis and outlet competition analysis on a regular basis and present the insights to management in F&B Commercial Focus Meetings and P&L Meetings.
  • Run flash food cost report, other purchasing analysis as required and work with F&B team to identify opportunities to minimize food cost and food waste.
  • Prepare executive lounge analytics with comprehensive information to be able to run this function effectively and efficiently.
  • Prepare outlet hourly profitability analysis on a regular basis to ensure that outlet operations remain profitable at each operating hours.

    • Labour Management and Analytics :

  • Prepare and publish weekly payroll and purchasing reports with the head of departments.
  • Work with each head of departments to ensure that LMS system is used at its maximum capacity and system’s productivity reports are presented and discussed in weekly payroll meeting.
  • Be in charge of activating and maintaining LMS Hot Week process cycle.
  • Ensure all schedules for the month are reflected in Watson system by each departments.
  • Publish adhoc manpower productivity reports upon management team’s request.  

    • Engineering Analytics :

  • Review Hotsos system reports and prepare management information reports to measure departmental productivity.

    •  IT System Access Compliance :

  • Be the application owner of OnQ PMS, Agylisis, Evention and Glory Cash Machine and ensure user access forms are authorized accurately and perform IT SOX audit on a quarterly basis and file for potential audits.

    • Room Division Analytics :

  • Prepare performance reports for front office room and breakfast upsells, DCC income.
  • Monitor front office team’s chargeback response and support operations to minimize credit card chargebacks.
  • Run adhoc management information reports and analytics upon management team’s request.
  • Monitor the effectiveness of outsourced housekeeping of contract and ensure that financial and operational deliverables are materialized accurately.

    •  Guest Analytics :

  • Run thorough SALT analytics and prepare management information that allows to take meaningful and informed decisions to improve guest experience performance.

    •  Auditing

    ·       Daily Audit – public and BOH areas (cleanliness, temperature, property, music etc)

    ·       Guest Experience audit – Executive Lounge, Arrival Experience, Lobby Presence

    ·       Reviewing all brand standards and ensuring they are followed around the business – conducting spot checks and audits.

    ·       Reviewing all waivers and identifying any possibility for future waivers.

    ·       Prepare for QA audit and collate all documentation.

    Administration

    ·       Administrative support to F&B/FC/HM

    ·       Support in preparation of presentations (HOD, Budget, Owners)

    Leadership

    ·       Collaboration with departmental leaders, their assistants and supervisors to provide guidance on brand standards, pushing accountability of compliance deadlines and daily feedback from auditing and observations (property, team and guest)

    ·       Influence key business stakeholders to enable them to make educated decisions driven by accurate data.

    ·       Attend rotational department briefings to support and engage

    WHAT MAKES US SPECIAL IS WHO WE ARE, AND WE ARE HILTON!

    Hospitality Integrity Leadership Teamwork Ownership Now

    The most recognized name in the industry, Hilton remains synonymous with the word “hotel.” From inaugural balls and Hollywood awards galas to business events and days to remember, Hilton is where the world makes history, closes the deal, toasts special occasions and gets away from it all.

    Find out more about all our brands and hotels - Hilton Brands | Global Hospitality Company

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