Job Description

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! You will oversee the daily operations of the executive floor and lounge, ensuring that VIP guests receive exceptional service. Your leadership will ensure a flawless experience for executive-level guests, from check-in to check-out. As an Executive Floor Manager, you’re not just delivering personalized and luxury guest experiences – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Here’s what you’ll do during a typical day:

• Manage the overall performance and daily operations of the Executive Floor team and Executive Lounge.
• Lead, train and develop team members through regular coaching, performance appraisals and feedback.
• Manage team scheduling in accordance with approved staffing levels and operational requirements.
• Deliver the highest quality of service in accordance with brand standards and guest expectations.
• Personally oversee and participate in check-in and check-out arrangements for Executive Floor guests, ensuring personalised service and seamless execution.
• Review guest arrival reports in advance and coordinate VIP arrangements, guest preferences, room allocations and amenities with relevant departments.
• Handle guest enquiries and complaints promptly and efficiently.
• Maintain and enhance guest recognition programmes, including arrangements for special occasions and Executive Floor guests.
• Manage special room assignments and suite occupancies.
• Ensure guest supplies, amenities and operating equipment within the Executive Lounge are maintained to the required standards.
• Ensure the team maintains up-to-date knowledge of hotel services, VIP requests, special events and nearby attractions.
• Foster effective collaboration with other departments to deliver memorable guest experiences.
• Ensure the team maintains professional grooming, hospitality and guest service standards.
• Ensure compliance with hotel security, fire regulations, health and safety requirements and operational procedures.
• Drive departmental objectives, work schedules, budgets, policies and procedures.
• Leverage technology and digital platforms such as Kipsu, SALT and Synergy to anticipate guest needs and support continuous improvement.
• Undertake other duties as assigned by the Front Office Manager.
• Promote environmentally responsible practices within daily operations.
• The Management reserves the right to make changes to this job description at its discretion and in accordance with operational requirements.

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:

• At least 5 years of relevant experience in customer service, Front Office, Guest Relations or a similar hospitality environment.
• Experience in leading, supervising and developing a team.
• Calm, efficient, resourceful and organised.
• Strong leadership, interpersonal and communication skills.
• Professional grooming and presentation standards.
• A passion and commitment to delivering exceptional guest service.
• Ability to listen and respond effectively to guest needs and feedback.
• Accountable, resilient and able to work under pressure.
• Flexibility to respond to different operational requirements.

How We’ll Help You Thrive

At Hilton, the hospitality we’re known for doesn’t end with our guests. We proudly invest in our Team Members’ wellbeing, supporting you through all of life’s moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:

Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program

Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered

*Benefits availability may vary depending on Team Member’s location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.

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 Best Workplaces 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.

Curious about life at Hilton? Explore our Careers Blog to see why we’re more than a great place to stay—we’re a great place to work.