Director of Operations

Hilton Hotels; Ras Al Khaimah; On-site; AED 80,000 - 120,000; Full time

Job summary

An established industry player in the hospitality sector is seeking a dynamic Director of Operations to lead their team in delivering exceptional guest experiences. This pivotal role involves overseeing hotel evaluations, managing quality processes, and driving financial operations. The ideal candidate will possess strong leadership skills and a commercial focus, with a proven track record in hospitality management. Join a forward-thinking company committed to excellence and innovation, where your contributions will shape the guest experience and enhance operational efficiency. If you are passionate about hospitality and ready to take on a leadership role, this opportunity is for you.

Qualifications

• 10+ years of hospitality management experience in international hotel chains.
• Strong leadership and people management skills.

Responsibilities

• Oversee hotel evaluations and coordinate action plans.
• Manage daily quality processes and ensure compliance.

Skills

Leadership

Communication

Guest Focus

Problem Solving

Relationship Management

Creativity

Commercial Focus

Education

Certified college/university degree

10+ years hospitality management experience

Tools

MS Office

F&B systems

Job description

• Observes staff performance, conducts hotel evaluations, and coordinates action plans for areas found deficient.
• Tracks progress and ensures all areas meet or exceed established standards.
• Oversees the Brand Standards audit and ensures compliance across all relevant areas.
• Implements and manages the hotel s daily quality processes, including goal communication, staff member empowerment, service recovery, and problem prevention.
• Disseminates feedback from guest satisfaction metrics, comment cards, and service failure measurements, and provides coaching as needed.
• Ensures efficient communication across all operations team members.
• Coaches, motivates, and develops managers and team members.
• Analyzes monthly statements of operations and prepares written comments for the General Manager s review.
• Heads the Stay Experience Platform, managing guest feedback and driving necessary changes.
• Manages the hotel s quality team, overseeing guest service, product delivery, and team performance.
• Leads financial operations, including managing daily, weekly, and monthly department budgets and costs.

Supportive Functions

• Be a part of the hotel CARE Committee, overseeing guest, team, and community-related projects. Serve as the head for guest and team projects.
• Coordinates efforts to provide follow-up on action items established at various scheduled hotel meetings.
• Coaches and counsels managers on profitability assessments and staffing procedures.
• Organizes promotional activities and ensures alignment with the hotel s brand and objectives.

Organizational Relationships

• All operations Heads of Department (HODs) report directly to this role, ensuring seamless alignment with the hotel's strategic objectives.
• Regularly assesses departmental and individual performance against established guidelines, providing constructive feedback and actionable improvement plans.
• Collaborates with HODs to address challenges, share resources, and foster cross-departmental communication to enhance operational efficiency.
• Drives a performance-focused culture through regular reviews, coaching, and recognition of achievements.
• Ensures that team objectives align with the broader organizational goals, promoting accountability and excellence across all operational areas
• Leads by example to foster a culture of excellence and inclusivity.
• Implements team-building and skill development initiatives to engage and empower team members.
• Champions staff recognition and development programs to maintain morale and high performance.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. Prior professional experience in UAE would be an advantage:

• Commercial focus, with a demonstrated ability to deliver exceptional business performance and results.
• Inspirational leadership and people management skills, experienced in leading, developing and motivating a large team and working effectively with other departments.
• Excellent verbal and written communication skills are essential to deliver a compelling message to the right audience, ranging from team briefings and commercial presentations to business meetings and representing the hotel publicly
• Guest focus, maintaining the highest standards of service and quality to create memorable guest experiences.
• Effective relationship management skills to build good working relationships with key stakeholders, internally and externally, including suppliers, local media and influencers.
• Creativity, strategic thinking and problem-solving skills, able to work effectively in a fast-paced environment while remaining calm and focused under pressure.
• You will be also fluent in English, a social media expert, and comfortable using F&B systems and MS Office.
• Practical knowledge in the use of personal computers for storing, developing, and analyzing information.

Education and Qualifications:

• Certified college/university degree or similar
• At least 10 years of relevant hospitality management experience in international hotel chains and have been part of an Executive Committee in previously held roles.
• Experience in multiple disciplines with knowledge of Operations and Administration.

Desired Candidate Profile

Company Industry

• Hotels
• Hospitality

Department / Functional Area

• Corporate Planning
• Consulting
• M&A

Keywords

• Director Of Operations

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