Pool Leader

What will I be doing? 

A Pool Supervisor is responsible for the pool operations in Terrazza 241. They are responsible for the whole experience by the pool: from the welcoming until the F&D service, trough operating standards, menus, inventory, and safety & hygiene procedures.

·        Creating exceptional guests experiences.

·        Accountable for the Commercial performance

·        Management and reputation of the experience at our rooftop infinity pool and jacuzzi

·        Maintaining high standards in terms of quality of service, speed of service and sequence of service

·        Training of team members, quality control and skill development

Key responsibilities 

As Pool Supervisor, you will:

1.       Commercial Performance

·         Achieve the guest experience

·         Manage the pool’s budget and forecast effectively.  Review business results - including sales, costs, profit margins, covers, guest satisfaction - and take action to improve performance

·         Optimize revenue by increasing occupancy and average check

·         Achieve pool’s business plan, considering financials and market strategy

2.      Excellent Food & Drink

·         Create, develop and maintain consistency in SOPs, procedures and standards compliance

·         Contribute on creation and update of the menu, according to guests’ needs

·         Partner with the Culinary team to create attractive food concepts, menus, products and promotions that drive revenue and profit

3.      Exceptional Customer Experiences

·         Lead your team to deliver exceptional customer experiences, providing authentic personalized service and in-depth product knowledge  

·         Know your menus and recipes in detail, so you can advise customers on ingredients and make personalized beverage recommendations when you take their orders. 

·         Run the operations efficiently, making sure customers receive a friendly welcome on arrival, seats or sunbeds are available at the arrival, and ensuring high-quality, well-presented food and drinks are delivered promptly and accurately

·         Develop great customer relationships, recognizing repeat customers and their preferences to improve loyalty

·         Contribute to achieving pool revenue targets by training the team on effective upselling and personalized customer recommendations

·         Prepare and serve a range of food and beverages, including cocktails, mocktails, spirits, wines, beers, soft drinks and garnishes, following the bar’s standard recipes, according to the Hotel guidelines.

·         Make sure that food allergies, dietary requirements and customer modifications are treated with absolute seriousness 

·         Carry out customer satisfaction checks, taking quick action to improve service and resolve complaints, supporting your team where needed

·         Enhance the pool’s image through online reputation, driving positive reviews on key platforms (e.g. TripAdvisor, Google Reviews) 

·         Work closely with the service team so that all orders are correct and delivered on time. 

·         Check that customers’ experiences meet their expectations, and take action to improve service and resolve complaints quickly, with support of the Management team when needed

·         Monitor music, cleanliness and entertainment to create an attractive atmosphere that supports the pool’s concept

4.      Great Working Environment

·         Create an inclusive environment where all Team Members can thrive and achieve their professional goals  

·         Manage, develop and motivate the pool service team, work with the rest of the team to make sure operations run smoothly, contributing to a supportive, inclusive and motivational working environment for all Team Members.

·         Practice great people management, from recruitment to training to succession planning and recognition

·         Schedule Team Members’ working time efficiently based on forecast business volumes, offering flexibility where possible and minimizing overtime costs

·         Communicate well and often, building good working relationships with the culinary and stewarding teams 

5.      Day-To-Day Essentials

·         Make sure pool operations strictly comply with all regulations (including health, safety and hygiene, beverage safety certification, licensing) and that potentially hazardous situations are identified, reported and corrected.   

·         Ensure the pool and the bar are set up for service, and assist the Rooftop Managers in making sure all opening and closing procedures are carried out correctly, and make sure that equipment, guest areas and work areas are clean and tidy throughout the day.

·         Maintain operational effectiveness, using efficient steps of service and layout to reduce cycle times

·         Manage inventory and beverage stock, controlling restock and replenish following hotel guidelines 

·         Set-up of the Venues in accordance with the pre-determined standards of the operation

·         Comply with licensing regulations and hotel procedures relating to the bar and service of alcoholic beverages and conduct   staff training sessions accordingly

·         Make sure that you record all transactions in the POS system accurately at the time of order, that billing is accurate and that cash handling complies with hotel guidelines.

·         Give feedback and suggestions to Rooftop Managers to improve customer and team member experiences.

What are we looking for?

A Pool Supervisor 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:

• Previous Food and Beverage experience
• People oriented and with an high problem solving skill
• Committed to delivering high levels of customer service
• Positive attitude
• Good communication skills
• Flexibility to respond to a range of different work situations
• Ability to work on your own or in teams

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Previous experience in hotel industry
• Previous experience in supervising and/or delegation
• Willingness to develop team members and self

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!