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.

As a Guest Operations Manager, you'll be at the heart of our hotel, leading day-to-day operations and inspiring your team to deliver exceptional service with every interaction. More than managing operations, you'll create an environment where guests feel genuinely welcomed, valued, and cared for from the moment they arrive until the moment they leave.

Working closely with the Front Office, Housekeeping, Food & Beverage, Kitchen, and Stewarding teams, you'll champion operational excellence, drive guest satisfaction, and empower team members to deliver the outstanding hospitality that Hilton is known for. Through your leadership, you'll ensure every detail contributes to a seamless guest experience while fostering a positive, high-performing workplace where people can grow and succeed.

This is your opportunity to make a meaningful impact—creating unforgettable stays for our guests while shaping a culture that reflects Hilton's promise to spread the light and warmth of hospitality.

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

• Oversee hotel operations: Lead, direct, and manage daily operations, including budgeting, forecasting, strategic planning, service delivery, and compliance with brand and company standards
• Shape service excellence strategy: Monitor guest service trends, assess overall satisfaction, and direct strategies to enhance the guest experience and drive long-term service quality improvements and remove
• Enhance performance and productivity: Identify gaps in processes or team performance and implement strategies for improvement
• Lead quality and service initiatives: Drive the hotel’s quality assurance process by setting goals, enabling service recovery, and monitoring guest satisfaction metrics
• Cultivate a high-performing team: Drive engagement and retention through performance management, professional development, and recognition programs

What It Takes to Make the Stay

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.