Guest Operations Manager

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 the Director of Operations, you work closely with the General Manager to oversee all operational departments, including front office, housekeeping, food and beverage, and other key departments, ensuring the hotel operates efficiently while maintaining the highest guest service standards. As a Guest Operations Manager, you don’t just oversee all aspects of hotel operations - 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:

• Leadership & Strategic Direction: Lead operational departments to ensure alignment with hotel goals. Partner with the General Manager to develop and execute performance-driven strategies.
• Operational Oversight: Manage daily hotel operations for seamless guest experiences. Drive process improvements to enhance efficiency and reduce costs.
• Guest Experience: Ensure service excellence across all guest interactions. Monitor feedback and implement initiatives to elevate satisfaction.
• Financial Management: Oversee departmental budgets and cost control. Analyze financial reports to improve profitability without compromising quality.
• Team Development: Motivate and develop department heads and teams. Promote continuous learning and a high-performance culture.
• Cross-Functional Collaboration: Coordinate with all departments for smooth operations. Align with sales, marketing, and revenue teams to support business goals.
• Compliance & Risk: Ensure adherence to health, safety, and regulatory standards. Manage risk through policy enforcement and emergency protocols.
• Reporting & Analytics: Deliver regular performance reports and leadership insights. Track KPIs to guide data-driven decisions.

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:

• A degree in hospitality management, business administration, or a related field is preferred.
• Proven leadership in senior hotel operations, preferably within luxury hospitality.
• Deep knowledge of hotel functions-front office, housekeeping, F&B, and engineering.
• Strong ability to lead, engage, and develop high-performing teams.
• Skilled in budgeting, forecasting, cost control, and financial analysis.
• Familiar with hotel PMS and operational software.
• Excellent interpersonal skills with a cross-functional, guest-centric approach.
• Understanding of safety, regulatory standards, and risk management protocols.
• Willingness to work varied hours, including nights, weekends, and holidays.
• Fluent in English; additional languages are an asset.