Guest Operations Manager

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.

• Work in conjunction with the General Manager to actively manage key property issues (including capital projects, customer service, refurbishment).
• Assist the development of meaningful, achievable hotel budgets and other short and long‑term hotel strategic goals.
• Provide effective leadership to the hotel management team and team members to ensure targets are met and exceeded.
• Respond to audits completed by the company to ensure continual improvement.
• Plan, direct and coordinate the service delivery of all operational departments to meet and exceed guest expectations.
• Comply with and exceed hotel and company service standards.
• Ensure costs are controlled throughout the operational departments and results are analysed to highlight problem areas and take action.
• Manage and develop Heads of Department to ensure career progression and effective succession planning within the hotel and company.
• Seek and respond to guest feedback to achieve positive outcomes and high levels of customer satisfaction.
• Hold regular briefings and communication meetings with the HOD team.

• Strong commercial acumen, preferably with experience in Food and Beverage and/or Rooms Management.
• Experience managing budgets, revenue proposals and forecasting results.
• In‑depth knowledge of the hotel, leisure and service sector.
• Strong leadership skills to effectively manage and motivate the team to achieve a high level of performance and exceed targets.
• Accountable, resilient and able to work under pressure.

• Knowledge of hotel property management systems.
• Previous experience in the same or a similar role.

A passion for spreading the light and warmth of hospitality. Acting with integrity and doing the right thing. Inspiring others through leadership. Belief that teamwork drives the best outcomes. A sense of ownership and accountability. Focus on the now, bringing urgency and discipline to every moment.

• Incredible travel perks – 110 nights of heavily discounted travel, with room rates as low as $40 USD/night through the Go Hilton program.
• Employee stock purchase program – invest in Hilton shares at a 15% discount.
• Paid parental leave for eligible team members, including partners and adoptive parents.
• Personalized caregiving support – dedicated caregiving concierge services.
• Crisis concierge – a single compassionate point of contact in times of loss.
• Mental health resources – access to counseling and support through the EAP.
• Benefits availability may vary by location and are subject to terms and conditions of each program.