Director of Operations

ITALIAN HOSPITALITY COLLECTION

Italian Hospitality Collection brings together luxury hotels, resorts, and spas in some of Italy's most iconic destinations. In Tuscany, the collection includes Fonteverde, Bagni di Pisa, and Grotta Giusti, historic thermal residences set in breathtaking landscapes; in the Aosta Valley, Le Massif interprets Alpine hospitality with a contemporary touch. 

In southern Sardinia, Chia Laguna Resort overlooks one of the island's most spectacular stretches of coastline and comprises three distinct hotels: Conrad Chia Laguna Sardinia, Baia di Chia Resort Sardinia – Curio Collection by Hilton, and Hotel Village. The resort has a total of 424 rooms and a conference centre with 8 meeting rooms accommodating up to 900 delegates. A dynamic and stimulating environment, with a wide range of dining options, a 1,000 m² spa, 2 beach clubs, sports facilities, and a congress center: working at Chia Laguna means joining a team committed to service excellence and having the opportunity to grow professionally within one of Italy's most prestigious hospitality groups. 

We are seeking a Cluster Director of Hotel Operations, who will be responsible for managing daily hotel operations in the continuing effort to deliver the brand promise, creative and outstanding guest service as well as financial objectives.

Reporting line

: General Manager

People Managed

: Hotel Manager Village, Room Division Manager Conrad, Front Office Manager Curio, Housekeeping Manager, Maintenance Manager, Security Manager, Guest Experience Manager, Spa Manager

Core job responsibilities and duties

Specifically, you will be responsible for performing the following tasks to the highest standards:

·       Lead and manage daily hotel operations including, but not limited to seasonal and strategic planning, hotel budgeting and forecasting, managing balanced scorecard performance, implementing and complying with all company policies and standards, coordinating capital and property improvement plans, responding to guest's inquiries and concerns, and coordinating the necessary internal team communication schedule.

·       Oversee service quality, guest satisfaction and brand standards compliance, including the implementation of Forbes 5-star service protocol and Hilton Quality Assurance standards.

·       Drive and guide financial performance based on established objectives. Identify operational performance, productivity and efficiency opportunities, and implement measures to maximize their impact.

·    Implement and manage hotel's daily quality process to include, but not limited to, communicating goals, empowering team members, managing service recovery techniques and problem resolution.

·     Monitor and develop team member performance, particularly department heads and managers, to include, but not limited to, regular 1-to-1 feedback sessions, leadership coaching, professional career development, conducting annual PDR's (personal development reviews) and delivering recognition and reward.

·    Contributed to the commercial development of the Chia Laguna brand and its single hotels, working closely with the Commercial Department to expand the Leisure and MICE segments. They will be responsible for implementing upselling strategies and ensuring the maximization of Total Revenue, in line with the brand's positioning and profitability objectives.

What will it be like to work with a Hilton Brand?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For over a century, Hilton has offered business and leisure travellers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.

Our vision 
"to fill the earth with the light and warmth of hospitality"

unites us as a team to create remarkable hospitality experiences around the world every day and, our amazing Team Members are at the heart of it all

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