Guest Operations Manager

About the role

As a Guest Operations Manager you will lead the Front Office and Food & Beverage teams to ensure every guest experiences the warmth and light of Hilton hospitality. You will oversee daily operations, coach staff, and drive service excellence across the property.

Key responsibilities

• Lead and support daily operations of the Front Office and F&B associates, ensuring smooth and efficient service.
• Coach, train and develop Guest Service Agents and Food & Beverage staff to meet Hilton brand standards.
• Handle arrivals, departures, room allocations and guest requests professionally and efficiently.
• Manage guest feedback, complaints and service recovery to create positive outcomes.
• Monitor guest satisfaction scores and implement actions to continuously improve service quality.
• Support revenue generation through room upgrades, upselling and promotion of hotel services.
• Maintain accurate reports, cash handling procedures and compliance with Hilton policies.
• Assist with scheduling, performance management, onboarding and daily team supervision.

Required profile

• A passion for spreading the light and warmth of hospitality.
• Integrity and a commitment to doing the right thing.
• Leadership ability to inspire and develop teams.
• Teamwork mindset to achieve the best outcomes.
• Ownership and accountability for results.
• Urgency and discipline to make an impact in every moment.