Hotel Operations Lead – 5-Star Environment, Shift Work

About the Company

Hilton Hotels & Resorts is a global leader in hospitality, renowned for its luxurious accommodations, impeccable service, and commitment to creating memorable experiences for guests worldwide. With a legacy spanning over a century, Hilton operates a diverse portfolio of brands, including iconic 5-star properties that define elegance and sophistication. We pride ourselves on fostering a culture of excellence, innovation, and teamwork, empowering our team members to thrive and deliver unparalleled guest satisfaction. Join us and be part of a tradition of hospitality that sets the standard for luxury and service.

Job Description

We are seeking a highly motivated and experienced Hotel Operations Lead to join our prestigious 5-star property in Werribee, VIC. This pivotal role is responsible for overseeing the day-to-day operational excellence of various hotel departments, ensuring the highest standards of guest service and operational efficiency are consistently met within our luxury environment. The successful candidate will lead by example, inspire a dedicated team, and play a crucial role in maintaining our reputation for world-class hospitality. This position requires flexibility for shift work, including evenings, weekends, and holidays, to ensure continuous operational coverage.

Key Responsibilities

• Supervise and coordinate the daily operations of multiple hotel departments, including Front Office, Housekeeping, Food & Beverage, and Guest Services.
• Ensure the delivery of exceptional 5-star service experiences, proactively addressing guest feedback and resolving issues promptly and professionally.
• Lead, mentor, and motivate a diverse team of hotel professionals, fostering a positive and productive work environment.
• Oversee shift schedules, staffing levels, and resource allocation to optimize operational efficiency and guest satisfaction.
• Conduct regular inspections of hotel facilities and services to ensure compliance with brand standards, safety regulations, and cleanliness protocols.
• Implement and enforce operational policies and procedures to maintain consistency and quality across all areas.
• Collaborate with department heads to identify areas for improvement and implement strategic solutions to enhance guest experiences and operational performance.
• Manage crises and emergencies effectively, demonstrating calm and decisive leadership.
• Assist in budget management, cost control, and revenue generation initiatives.

Required Skills

• Proven leadership and team management abilities in a luxury hotel environment.
• Exceptional interpersonal and communication skills, both verbal and written.
• Strong problem-solving and decision-making capabilities.
• Proficiency in hotel management software (e.g., Opera PMS) and Microsoft Office Suite.
• Deep understanding of 5-star service standards and guest experience best practices.
• Ability to work flexible shifts, including nights, weekends, and public holidays.
• Meticulous attention to detail and a commitment to quality.

Preferred Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or a related field.
• Prior experience in a similar supervisory or leadership role within a 4 or 5-star hotel property.
• Demonstrated ability to drive guest satisfaction and achieve operational targets.
• First Aid and CPR certification.
• Knowledge of local health and safety regulations.

Perks & Benefits

• Competitive annual salary and comprehensive benefits package.
• Opportunities for career advancement and professional development within a global organization.
• Employee discounts on hotel stays, dining, and other Hilton services worldwide.
• Access to a supportive and dynamic work environment.
• Paid time off and holiday benefits.
• Health and wellness programs.

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