Operator Manager - DoubleTree by Hilton Singapore Robertson Quay (Pre-opening)

Exceptional Hospitality Starts with You

Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As an Operator Manager , you'll lead the hotel's communications team, ensuring every guest interaction is handled with warmth, efficiency, and professionalism. From overseeing telephone operations and coordinating guest requests to supporting seamless communication across departments, you'll play a vital role in delivering exceptional service throughout the guest journey. By ensuring every call is answered with care and every request is managed promptly, you'll help create memorable experiences from arrival, throughout the stay, and until departure—spreading the light and warmth of hospitality every step of the way.

Job Description & Requirements

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

• Actively seek verbal feedback from customers and team members at every opportunity. 
• Agree on and implement actions to make improvements to customer service. 
• Promote Hilton Honors and its associated benefits to guests who are not already enrolled in the program, ensuring that existing Hilton Honors members receive personal and professional service that recognizes them as important guests and that their benefits are received. 
• Positively deal with and learn from customer complaints and comments with follow-up and feedback to the related Front Office Manager / Assistant Front Office Manager. 
• Handle complaint promptly and efficiently, taking the necessary action, and informing the Guest Service Manager to follow-up where appropriate.
• Follow-up with all guests to ensure satisfaction with problem resolutions (service recovery). 
• Maintain guest histories to assist with returning guests. 
• 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. 
• Be proactive towards customers, assisting them with any reasonable requests, training all team members to see these things before customers ask. 
• Handle all internal and external guest enquiries promptly with minimal delay, directing them to the correct parties with which they wish to speak and providing information where necessary. 
• Effectively manage all hotel communications, telephone calls, fax, mails, in a prompt, courteous and efficient manner, ensuring that guests feel welcome when they contact the hotel. 
• Ensure that all team members provide on time wake-up call services to hotel guests. 
• Handle all messages in a private and confidential manner, ensuring privacy for guests and that the messages are received and delivered clearly, accurately and in a timely manner.
• Lead the Communication Centre, monitoring performance, providing guidance and making decisions. 
• Ensure consistency of standards throughout the operation by adhering to Hilton brand standards. 
• Have detailed knowledge of Hilton departmental standards, explaining the standards to the team. 
• Run the Communication Centre as the MAGIC Centre according to brand standards. 
• Familiar with operating the telephone, FCS, OnQ PM and Micros system. 
• Assess team members’ performance against standards, monitoring standards through regular standards review checks. 
• Develop action plans to address shortfalls in standards and identify shortfalls before they affect customer service, implement and follow through with improvements identified. 
• Prepare rosters and job schedules for team members to meet business needs (taking into consideration internal activities, occupancy and external events, promotions, etc.). 
• Coordinate with Housekeeping and Engineering department to ensure cleaning is followed-up, ensuring that follow-up procedures are maintained. 
• Communicate effectively with the F&B and Kitchen teams to ensure in-room dining quality and effectiveness.
• Be completely familiar with all emergency procedures and the fire system, ensuring that all Communication Centre team members are familiar with the procedures too. 
• Describe, assign and delegate duties and authority for the operation of the department at all times. 
• Understand the situation in other departments and their implications for your own department. 
• Plan ahead and ensure adequate resources are available. 
• Ensure the shift is reviewed, and handovers and briefings are carried out. 
• Maintain in-depth technical knowledge and skills required for the job. 
• Maintain guest histories to assist with returning guests. 
• Attend and participate in regular operational and hotel meetings. 
• Understand the goals of the hotel and the department’s role in achieving them, communicating the goals to the team. 
• Set and agree to departmental objectives for self and team, representing the needs of the team to others in the hotel and getting members of the team to work cooperatively with others. 
• Act as a coach and mentor to team members, reinforcing standards and expectations, motivating team members to strive for established targets. 
• Keep the team up to date about departmental, hotel and company activities through regular communication meetings and memos including special events and promotions in the restaurants and bars. 
• Take on an active role in the team, ensuring effective communication and work as a team in order to reach goals and targets. 
• Lead and motivate team members by leading by example and employing competent and consistent management practices. 
• Be aware of potential highs and lows in the business. 
• Create an environment where “everyone sells”. 
• Use key monitors and financial targets to evaluate the department’s performance and make future plans. 
• Complete regular financial and operating reports, forecasting potential costs. 
• Follow company control procedures, controlling costs without compromising standards. 
• Communicate relevant financial information to the team, analyze and explain any financial variance against plan. 
• Set up and maintain the leave plans for the department. 
• Carry out seasonal inventory of operating equipment. 
• Understand the quantity and quality of people needed to operate the department. 
• Carry out selection interviews and make effective recruitment decisions based on skills and attitude. 
• Ensure that new recruits have all relevant information before commencing employment. 
• Plan and ensure that departmental orientation is carried out. 
• Ensure that standard training and assessments are carried out. 
• Regularly review individual and team performance against objectives and provide feedback. 
• Develop and implement department training plans to meet business needs. 
• Review and evaluate all training activities. 
• Carry out annual appraisals in accordance with legal and hotel guidelines, assisting the Front Office Manager with all team members and identify individual training needs. 
• Introduce appropriate product knowledge courses for team members. 
• Participate in trainer programs, providing structured training to people starting careers in the hospitality industry. 
• Understand relevant Health & Safety legislations and their implications on the department’s operation. 
• Communicate to the team their responsibilities within Health & Safety, ensuring that safe and healthy working practices are implemented at all times. 
• Participate in community public relations for the hotel.
• Ensure all reporting and servicing deadlines are met on a timely basis. 
• Adhere to the hotel’s security and emergency policies and procedures. 
• Be familiar with and master the reservation content to help guests to book rooms. 
• 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. 

At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:

A passion for spreading the light and warmth of  Hospitality . Acting with  Integrity and always doing the right thing.Inspiring others through  Leadership . A belief that  Teamwork drives the best outcomes. A sense of  Ownership and accountability. And a focus on the  Now , bringing urgency and discipline to every moment, knowing it can make a lasting impact.

In addition, this role requires the following minimum qualifications:

• Minimum 2 years of experience in the same position in a 5-star international branded hotel or comparable industry related experience. 
• Understand basic spoken English to meet business needs.
• Maintain a high customer service focus by approaching your job with the customers always in mind. 
• Positively impact, take personal responsibility and initiative to resolve issues, communicating clearly with both customers and colleagues. 
• Motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve personal performance. 
• Be flexible and respond quickly and positively to changing requirements including the performance of any tasks requested of you. 
• Maintain high team focus by showing co-operation and support to colleagues in the pursuit of team goals. 
• Contribute ideas and suggestions to enhance operational / environmental procedures in the hotel. 
• Good organization and coordination skills. 
• Strong sense of responsibility and self-motivation. 
• Patient and responsible to solve all problems. 
• Able to maintain excellent relations with team members.
• Able to work under great physical and mental pressure. 
• Actively promote the services and facilities of Hilton brands 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. 
• Familiar with computer systems preferred. 

Join an Award-Winning Workplace Culture

At Hilton, we don’t just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we’ve welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.

Our award-winning culture has earned us repeated recognition on the World’s BestWorkplaces list by Great Place to Work and Fortune. With our suite of world-class brands and a company-wide commitment to providing the best stay for every guest, we’re setting new standards for the future of travel.

Whether you’re starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.