Operation Manager

Role Overview

Operations Manager at Hilton, responsible for directing daily hotel operations and delivering memorable guest experiences.

Role Purpose

Lead and manage all aspects of hotel operations, from budgeting and forecasting to service delivery and compliance, while cultivating a high-performing team and driving guest satisfaction.

Key Responsibilities

Operations Management

• Lead, direct, and manage daily hotel operations.
• Oversee budgeting and forecasting activities.
• Develop and execute strategic planning initiatives.
• Ensure service delivery meets brand and company standards.
• Maintain compliance with brand and company policies.

Guest Experience & Service Excellence

• Monitor guest service trends and assess overall satisfaction levels.
• Direct strategies to enhance the guest experience.
• Drive long-term service quality improvements.
• Drive the hotel's quality assurance process.
• Set goals and enable service recovery processes.
• Monitor guest satisfaction metrics.

Performance & Continuous Improvement

• Identify gaps in processes and team performance.
• Implement strategies for improvement across operations.

Team Leadership & Development

• Drive engagement and retention through performance management.
• Deliver professional development and recognition programs.

Additional Information

The role requires a passion for spreading the light and warmth of hospitality, acting with integrity, inspiring through leadership, driving teamwork, taking ownership and accountability, and bringing urgency and discipline to every moment.