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.
The Assistant / Banquet Operations Manager is concerned with the strategic management of the Banquet, in line with prescribed Hilton International policies and procedures.
What will I be doing?
As the Assistant / Banquet Operations Manager, you will be responsible for performing the following tasks to the highest standards:
- Maintain a high customer service focus by approaching your job with the customers always in mind.
- Have a positive impact, taking personal responsibility and initiative to resolve issues, always clearly communicating with both customers and colleagues.
- Be motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your personal performance.
- Flexible, respond quickly and positively to changing requirements including the performance of any tasks requested of you.
- Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
- Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel.
- Actively promote the services and facilities of Hilton hotels to guests and suppliers of the hotel.
- Perform all duties and responsibilities in a manner that ensures your safety and that of others in your workplace.
- Actively seeking verbal feedback from customers and staff at every opportunity.
- Agree on and implement actions to make improvements to customer service with consultation with your Manager.
- Positively deal with and learn from customer complaints and comments with follow-up and feedback to the Restaurant Manager.
- Make sure all customer requests and queries are responded to promptly and effectively while assisting on the floor during peak periods each day.
- Be available to assist on duty in the hotels during any busy days or special events.
- Maintain a presence in the lobby, setting the example to team members for guest service.
- Be proactive towards guests, assisting them with any reasonable request, and training all team members to see these things before guests ask.
- Knowledgeable of Hilton departmental standards.
- Able to explain the standards to the team and train each team member individually with specific job skills checklists that relate to their responsibilities.
- Assess staff performance against standards.
- Assist in implementing and following through with improvements identified.
- Assist in preparing rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy, external events, promotions etc.)
- Assist with communication to the Front Office and Groups & Tours to maximize in house and group business for Food & Beverage, ensuring direct liaison with Group Leaders upon arrival.
- Describe, assign and delegate duties and authority for the operation of the Restaurant at all times.
- Understand the situation in other departments and its implication for your own department.
- Planning ahead and ensuring adequate resources are available.
- Manage departmental operation and take action where necessary to ensure it runs smoothly, participating in service duties during service periods, where necessary.
- Coordinate with Engineering and Housekeeping departments to ensure that cleaning is followed-up with and procedures are maintained.
- Ensure that the shift is reviewed, handovers and briefings are carried out.
- Maintain in-depth technical knowledge and skills required for the job.
- Establish good communication with the Kitchen team.
- Understand the goals of the hotel and the department’s role in achieving it, communicating goals to the team and getting members of the team to work cooperatively with others.
- Assist with keeping the team up to date about departmental, hotel and company activities through regular communication meetings and memos, including special events and promotions in the restaurant.
- Be aware of potential highs and lows in the business.
- Identify, communicate and act on potential sales leads.
- Create an environment where “everyone sells”.
- Assist with forecasting potential revenues and costs.
- Follow company’s control procedures.
- Communicate relevant financial information to the team.
- Assist the Manager in maintaining leave plans for the department.
- Understand the quantity and quality of people needed to operate the department.
- Assist with carrying out selection interviews and making effective recruitment decisions.
- Ensure that new recruits have all relevant information before commencing employment.
- Assist with planning and ensuring that departmental orientation is carried out.
- Ensure that standards training, and assessments are carried out.
- Assist with regular reviews of individual and team performance against objectives, providing feedback.
- Assist with developing and implementing department training plans to meet business needs.
- Assist with carrying out annual appraisals in accordance with legal and hotel guidelines with all staff and identify individual training needs.
- Understand relevant OH&S legislations and their implications on the operation of the department.
- Communicate to the team their responsibilities within OH&S.
- Ensure that safe and healthy working practices are implemented at all times.
- Carry out any other reasonable duties and responsibilities as assigned.
- The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
What are we looking for?
An Assistant / Banquet Operations 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:
- 2-4 years in a managerial position in a 4 / 5-star category hotel.
- Good English skills, both written and verbal to meet business needs.
- Familiar with computer systems.
- Motivated and committed, approaching all tasks with enthusiasm and seize opportunities to learn new skills or knowledge in order to improve personal performance.
- Flexible and responds quickly and positively to changing requirements including the performance of any tasks requested of you.
- Maintain high team focus by showing cooperation and support to colleagues in the pursuit of team goals.
- Strong leadership, people management and training skills.
- Guest oriented and able to confidently build and exceed service standards.
- Thorough knowledge of service, cost control in F&B, labour controls, beverage menu writing, maintenance, merchandising, computer and accountings.
- Strong interpersonal skills and attention to details.
- Key strengths (under the 9 competencies) in people management, communication and planning.
- Able to work under pressure and deal with stressful situations during busy periods.
- Outgoing personality and willing to work for long hours.
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 and resorts to extended-stay suites and mid-priced hotels. For nearly 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!
