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Hilton Director of Operations-营运总监-Hilton Shanghai Fengxian in Shanghai, China

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.

A Director of Operations oversees and directs all aspects of the hotel operational departments which includes, Front Desk Service, Food & Beverage / Kitchen, Housekeeping, Engineering, Security, Fitness Centre and other relevant operating departments. This role ensures that these departments are well run by focusing on maximizing revenues and profits, minimizing operating costs, implementing and following up on service standards and team members’ trainings. He / she ensures the highest levels of customer satisfaction.

What will I be doing?

As the Director of Operations, you will be responsible for performing the following tasks to the highest standards:

  • Support the overall strategic management of the hotel by establishing effective working relationships with senior colleagues, in particular, the GM, DBD, FC & HRD.
  • In-charge of Front Office, Housekeeping, Security, Engineering, Food and Beverage, Kitchen and Recreation as well as Food Safety.
  • Actively participate in the key management issues in the property (Capital projects, refurbishment, training, customer service).
  • Train and implement Hilton standards and related departmental regulations.
  • Conduct routine inspections of all areas of the hotel to ensure that the hotel’s hardware and software are in optimum condition.
  • Make a detailed and reasonable cost control plan to control operating costs of each department to maximize operating profit without compromising Hilton standards, safety procedures and guest experience.
  • Analyze costs on a monthly basis and prepare action plans for cost per occupied room, food cost, beverage costs, payroll including overtime and other expenses such as for out-sourced labor or services.
  • Manage all direct reports professionally, encouraging good teamwork and operations.
  • Make or approve appropriate annual / quarterly / monthly budgets, targets and work plans for each direct report
  • Conduct regular Operations meetings including all direct reports.
  • Supervise team members’ performance and grooming daily.
  • Ensure that duty rosters are based on the needs of the hotel and are compliant with labor laws.
  • Ensure that hotel and direct reports achieve all key targets including but not limited to revenue, profit, SALT, QA, turnover, etc.
  • Work with the DBD and F&B Managers to ensure that all aspects of F&B is operating cost effectively (menu presentations / menu / pricing / promotions and ongoing activities).
  • Assist the DBD in establishing (with C&C Sales) an efficient and competitive C&C strategy and pricing.
  • Supervise and head all hotel activities, such as celebrations, decorations, communication and coordination with conference organizers, etc.
  • Evaluate competitors’ products and price policies twice a year.
  • Ensure that VIP guests receive the care and service they deserve every day.
  • Adhere to the hotel’s security and emergency policies and procedures.
  • Assist the General Manager in all activities and functions related to the daily operations of the hotel.
  • Complete relevant tasks assigned by the General Manager.
  • Acting deputy in the General Manager’s absence.
  • The Management reserves the right to make changes to this job description at its sole discretion and without advance notice.
  • Carry out any other reasonable duties and responsibilities as assigned.

希尔顿在全球 100 多个国家和地区拥有数以千计的酒店,提供无数令人愉悦的机会。 从敞开的大门到热情的微笑,再到与众不同的体验,我们为每年与我们在一起的数百万旅行者提供他们永远不会忘记的欢迎。 除了我们旗舰品牌希尔顿酒店及度假村还包括:华尔道夫酒店及度假村、LXR、康莱德酒店及度假村、希尔顿嘉悦里酒店、Signia、格芮希尔顿精选酒店、希尔顿逸林酒店及度假村、Tapestry Collection by Hilton、希尔顿尊盛酒店、Tempo、 Motto、希尔顿花园酒店、希尔顿欢朋酒店、Tru by Hilton、希尔顿欣庭酒店、希尔顿惠庭酒店和希尔顿分时度假俱乐部。





  • 通过和管理层建立良好的工作关系来支持酒店的管理战略,尤其是和总经理,商务发展总监,财务总监和人力资源总监。
  • 全面负责对前厅部,客房部,安保部,工程部,餐饮部,厨房及康乐部的管理以及食品安全等方面的工作。
  • 积极参与酒店内的管理核心项目。(固定资产,装修改造,培训和对客服务)
  • 确保集团标准及各个部门服务与相关规范制度的培训及落实
  • 对酒店的所有区域进行例行检查,确保酒店软硬件时刻处于最佳状态。
  • 合理控制各个部门相关运营成本,在不影响集团标准,安全规范及客人体验的前提下最大化营运利润。制定具有细节的成本控制方法。每月分析成本并制定行动计划(每间占有房的成本,食品成本,酒水成本,工资包含加班,其他花费,小时工和外包服务)。
  • 用专业的和激励的方法管理直接管理范围内的团队,确保团队有效合作,高效运作。
  • 合理的为直接管理范围内的部门制定或批准年度/季度/月度的预算,目标及工作计划。
  • 组织定期的营运会议包含直接管理范围内的分部门。
  • 亲自监督每日员工工作表现与仪容仪表。
  • 确保排班表是根据酒店的需求制定的并遵循了劳动法。
  • 确保酒店及直属部门完成相关关键指标包括但不限于收入,利润,SALT,QA,流失率等。
  • 促动餐饮部经理与商务发展部共同创造本清利厚的餐饮推广活动(菜单/价钱/推广)。
  • 辅助商务发展总监建立一个有效的具有竞争力的会议和外卖战略包含价位。
  • 执行与监督酒店各项活动,如庆典,装饰,新年庆祝活动,与会议宴会主办单位的沟通与协调等。
  • 对竞争对手的价格和产品进行一年两次的调查。
  • 确保每天的VIP客人得到应有的照顾和服务。
  • 坚持酒店和程序。
  • 协助总经理完成酒店所有活动与相关运作工作,完成总经理安排的相关工作。
  • 如需要在总经理不在时代理相关工作。 安全制度、紧急情况处理规定
  • 如有必要,该部门有权更改或补充该职位描述。
  • 完成任何其他合理的职责和被指派的职责。

What are we looking for?

A Director of Operations 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:

  • Hospitality: Passionate about delivering exceptional guest experiences.
  • Integrity: Do the right thing, all the time.
  • Leadership: Strive to be leader in our industry and in our communities.
  • Teamwork: A team player in everything you do.
  • Ownership: Take ownership of your actions and decisions.
  • Now: Operate with a sense of urgency and discipline.
  • College degree or equivalent.
  • At least 3 years of relevant experience.
  • Experienced in the Hospitality, Travel or Leisure industry management.
  • Proficient in English and Chinese to meet business needs.
  • Proficient in Microsoft Office.
  • Strong commercial acumen.
  • Resourceful, creative and able to maintain flexibility.
  • Experience in F&B and Rooms Management preferred.

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!



  • 诚挚待客: 自愿全心全意为宾客提供无与伦比的绝佳体验
  • 正直诚信: 时时刻刻为所应为
  • 领导核心: 力争在业界和所在社区都位居领导地位
  • 团队合作: 所有工作中积极发扬团队合作精神
  • 主人翁精神: 勇于为自己的行动负责并敢于做出决定
  • 即时行动: 以刻不容缓的态度和纪律运营
  • 教育: 大专以上或同等学历。酒店、旅游、商务管理专业。
  • 工作年限: 3-5年以上相关运营部门工作经验,具有餐饮和房务部的管理经验者优先。
  • 其他要求:流利的英语说写能力,熟练使用电脑,随机应变的能力,具有创造。



Job: Guest Services, Operations, and Front Office

Title: Director of Operations-营运总监-Hilton Shanghai Fengxian

Location: null

Requisition ID: HOT0A8US