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 Service Support Manager is in-charge of the overall operation of the Service Support department and the role coordinates with all related departments, mainly the Service Department and Property Management.

What will I be doing?

As the Service Support Manager, you will be responsible for performing the following tasks to the highest standards:

• Direct daily operation of Service Support to maintain and improve high cleaning standard of guestrooms and public areas as well as courteous service to guests.
• Establish the skills analysis manual for all team members in the Service Support department.
• In consultation with the HR department, administer the hiring and resignation, rewards, discipline of all team members in the Service Support department.
• Establish standards of cleanliness for all the areas under your control, instituting working rules and practices to meet these standards.
• Establish training programs, methods and procedures for development of employees.
• With the assistance of your subordinates, supervise team members and the Service Support Supervisor, Senior Service Support Agent and Service Support Agent, both in public areas and guest rooms.
• Balance team member working schedules to meet peak and off-peak periods and maintain a close payroll control.
• Prepare the annual uniform budget, annual Service Support FF&E and operating equipment budget in consultation with the Management and the relevant departments.
• Make regular inspection tours on guestroom floors, in vacant and occupied guestrooms, back stairways, rooftop, offices and public areas to ensure the cleaning standard is maintained.
• Maintain effective communication with Property Management for repairs and maintenance of guest rooms to ensure rooms are always in good condition.
• Consult with the Service department regarding room blocking for special repairs or spring cleaning and return the room within a short length of time.
• Hold daily briefings with Floor Supervisors, providing daily information on expected VIP arrivals, guest complaints and special assignments, etc.
• Conduct a periodic internal Service Support communication meeting to discuss team members’ feedback, rectify the errors for improvement, communicate all special instructions and happenings within the hotel, apart from morning briefings.
• Attend various meetings to exchange ideas for constructive improvement of the hotel operation and keep your subordinates informed of any management decisions.
• Endorse all purchased items and make receiving inspections for assurance of quality and quantity.
• Suggest and consult with the Management for any changes or renovation which is necessary either in guest rooms or public areas.
• Responsible for guest room supplies and cleaning supplies when necessary.
• Responsible for room linen and F&B linen inventories, supervise and arrange taking of physical inventories.
• Supervise Laundry daily operations to provide daily guest laundry service, house linen and uniform.
• Evaluate the performance of department personnel from time to time.
• Interview team members with problems and listen to resolve their problems.
• Determine discard of blankets, bedspreads, drapes, room linen and Food & Beverage linen, etc.
• Oversee the department’s skill training program and be responsible for having relevant manuals revised as necessary.
• Meet with salesmen or external consultants and stay informed of any new product offerings of effective cleaning material and equipment.
• To be absolutely guest orientated in manner and mind, controlling all aspects and care properties.
• Adhere to the hotel’s security and emergency policies and procedures.
• Ensure that all team members have a complete understanding of and adhere to the Hotel’s team member rules and regulations.
• The Management reserves the right to change / extend this job description if necessary, at any point of time during her / his employment.
• Carry out any other reasonable duties and responsibilities as assigned.

What are we looking for?

A Service Support 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:

• 5 to 7 years of Housekeeping department experience in both Cleaning and Service, well versed in every duty.
• Good knowledge of all housekeeping areas, i.e. guest floors, P.A operation basics.
• Awareness and sensitivity to the concept of luxury and quality.
• Confident, responsive and genuine with customers.
• Proactive and go above and beyond the regular duties.
• Communicate effectively and clearly.
• Inspire co-operation, commitment and sustain performance.
• Culturally sensitive and adapt to varied work styles and ethics where appropriate.
• Actively listen and build on other’s ideas.
• Effectively understand and use resources.
• Good written and verbal skills in English and Chinese to meet business needs.
• Strong leadership and people management skills with good training skills.
• Guest oriented and able to confidently build and exceed service standards.
• Strong interpersonal skills and attention to details.
• Ability to be resourceful, creative and maintain flexibility.
• Working experience within Hilton Group 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!

Job: Guest Services, Operations, and Front Office

Title: Guest Service Manager

Location: null

Requisition ID: HOT0A0LP

EOE/AA/Disabled/Veterans