General Manager

4 weeks ago

Shanghai, Shanghai, China Hilton Full time

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 luxury brands includes Waldorf Astoria, LXR and Conrad.

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.

Position Statement

Our luxury brand hotel - Waldorf Astoria (Shanghai Qian Tan) stands as an iconic architectural gem in the heart of Shanghai Pudong New Area. As the flagship property of our esteemed hotel group in China, we epitomize elegance, sophistication, and unparalleled service. Our commitment to excellence has made us a preferred choice for discerning travelers seeking an extraordinary experience.

The luxury General Manager has the responsibility of the total performance of the property, implementing agreed Hilton strategies, ensuring the business has the clear direction and the right level of profitability. Your strategic vision, attention to detail, and passion for hospitality will lead our hotel's continued success.

This role will lead a team of highly experienced senior executives including Director of Operations, Director of Finance, Director of Human Resources and the Commercial Director. As a team, you will build/maintain a good public image for the hotel and achieve an 'esprit de corps' amongst team members.

One critical element that defines luxury performance, especially in luxury hospitality leaders and their teams, is emotional intelligence: how leaders and teams develop a deep understanding of themselves and their emotions, deeply understand others' emotions, have a passion to take care of others, and deliver extraordinary experiences that make Team Members and guests feel special.

Luxury Institute's proprietary research notes that luxury is both functional and emotional. Functional in terms of quality, design, high level of service, etc. Emotional in terms of making guests feel special, being highly personalized, and consistently creating treasured, memorable experiences.

The Hilton Luxury Leader Competencies include:

1. Strategic Luxury Mindset

2. Innovative Intellectual

3. Meticulous Attention to Detail

4. Resiliently Agile

5. Emotionally Intelligent

6. Eloquent Communicator

7. Relationship Builder

What will I be doing?

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

· Leading the team to strive to deliver the highest luxury standards on service

· Spearheading the team in focusing on attention to details to every touchpoints of the guest's stay

· Execute the finest/celebrity restaurant concept with gastronomic Food & Beverage quality and service with comparable Michelin or Black Pearl standards

· Emphasize the continuous elevation of the luxury hotel culture and service experience for Team Members and guests, and leveraging it to achieve competitive advantage

· Ability to break down luxury strategy and tactics into detailed actionable luxury behaviors that Team Members can execute across functions seamlessly and continuously to deliver memorable, extraordinary luxury guest experiences

· Well-spoken storyteller who can quickly, yet effectively, share the intended message in a captivating, inspirational and influential way

· Optimize, never compromise, the relationship between luxury effectiveness and cost efficiency

· Recognize Hilton's brand culture and live Hilton's values by example every day

· Lead the hotel to achieve the key performance indicators, including but not limited to manage ongoing profitability of your hotel, ensuring earnings and revenue, team member and guest satisfaction targets are met and exceeded

· Make annual/quarterly/monthly budget, forecast and work plan, and implement them effectively

· Lead in all key property issues including capital projects, customer service, and refurbishment

· Deliver achievable hotel budgets, and set other short- and long- term strategic goals for the property

· Ensure that Hilton brand standards are fully implemented and hotel comply with all regulatory requirements which includes hygiene and safety standards.

· Manage and develop the Hotel Executive team to ensure career progression and effective succession planning within Hilton

· Hold regular briefings and communication meetings with the HOD team, respond to audits to ensure continual improvement is achieved

· Maintain good communication and rapport with the owner company periodically to ensure that it is aware of the hotel's operating conditions and satisfy with the hotel's operation.

· Perform all relevant requirements and tasks of the Hilton

Positions directly reporting to this position (titles):

Director of Operations Director of Finance Director of Human Resources Commercial Director

A luxury General Manager serving luxury 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:

Qualifications:

· Hospitality: You are 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: You are team player in everything you do

· Ownership: You are owner of your actions and decisions

· Now: You operate with a sense of urgency and discipline

· Proven successful track performance as Luxury Hotel General Manager.

· Exceptional leadership, communication, and problem-solving skills.

· Understanding of China hospitality market and cultural nuances.

· Solid background in F&B and proficient knowledge of luxury lifestyle trends.

· Strong proficiency in English and/or Chinese with the ability to do some translation.

· Minimum Education: College degree or above. Hospitality/Travel/leisure industry management professional.

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 travelers 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

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