Job Identification: 210661
Job Category: Guest Services, Operations, and Front Office
Job Schedule: Full time
Salary $85,000/USD/Annually
Equal Opportunity Employer EOE, including disability/vets
Hotel Operations Leadership
Serve as the primary Manager on Duty (MOD) during afternoon and evening shifts.
Lead and oversee daily hotel operations, ensuring exceptional service delivery and operational efficiency.
Respond to guest inquiries, concerns, and service recovery situations in a professional and timely manner.
Maintain a visible presence throughout the hotel to ensure service standards are consistently achieved.
Facilitate communication and coordination among Front Office, Housekeeping, Engineering, and Food & Beverage teams.
Participate in and lead operational meetings as needed.
Ensure compliance with Hilton brand standards, company policies, and operational procedures.
Department Oversight
Provide leadership and operational support to Front Office, Housekeeping, and Engineering teams during evening operations.
Partner with the PM Engineering Supervisor and Housekeeping leadership to address operational needs and guest concerns.
Monitor departmental productivity, staffing levels, and service performance.
Identify operational, productivity, and efficiency gaps and implement corrective action plans.
Support department leaders in achieving service, quality, and financial objectives.
Food & Beverage Coordination
Serve as the primary liaison between hotel operations and the Food & Beverage operator.
Oversee In-Room Dining (IRD) operations, including scheduling, labor management, and payroll administration.
Assist Accounting with reconciliation of room charges related to IRD transactions.
Provide operational support during peak meal periods, including serving as MOD for evening dining operations.
Oversee the restocking and presentation of the Marketplace.
Ensure timely execution and delivery of guest amenities.
Coordinate and oversee winery lobby pours and other guest engagement events.
Guest Experience & Service Excellence
Champion a culture of hospitality and service excellence throughout the hotel.
Drive Forbes and guest service excellence training initiatives.
Train and coach team members on guest engagement, service recovery, and hospitality standards.
Support VIP, Diamond, and high-profile guest experiences, including special requests and personalized service arrangements.
Collaborate with department leaders to enhance staging, ambiance, and overall guest experience.
Develop and implement initiatives to improve guest satisfaction scores and customer loyalty.
Analyze guest feedback and implement action plans to address opportunities for improvement.
Team Leadership & Development
Recruit, interview, onboard, and train team members.
Supervise and develop operational team members, including PM MOD and IRD Guest Experience staff.
Create schedules and manage labor resources to meet operational and financial goals.
Conduct performance evaluations, coaching sessions, counseling, and recognition programs.
Foster a positive and engaged work environment that supports employee growth and retention.
Financial & Administrative Responsibilities
Assist with departmental budgeting and labor management.
Monitor labor costs, guest-related expenses, and departmental expenditures.
Support inventory management and purchasing for guest amenities, arrival gifts, and marketplace merchandise.
Ensure accurate payroll processing and labor reporting.
Assist in achieving hotel revenue, profitability, and guest satisfaction goals.
Cross-Functional Collaboration
Coordinate communication and logistics between hotel departments, Food & Beverage partners, and ownership/management representatives.
Support special events, group arrivals, VIP visits, and hotel initiatives.
Partner with leadership teams to implement operational improvements and service enhancements.
Bachelor's degree preferred but not required.
Spanish speaking is a plus
Minimum of 3-5 years of hotel management or hospitality leadership experience.
Strong knowledge of Front Office, Housekeeping, Engineering, and Food & Beverage operations.
Experience serving as Manager on Duty in a full-service hotel environment preferred.
Demonstrated ability to lead teams, manage labor, and drive guest satisfaction results.
Excellent communication, leadership, problem-solving, and organizational skills.
Proficiency with hotel property management systems and Microsoft Office applications.
Ability to work evenings, weekends, and holidays as required.
How We'll Help You Thrive
At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members' wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks - Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program
Own a piece of Hilton - Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future
Paid parental leave - Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents
Personalized caregiving support - Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones
Crisis concierge - In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care
Mental health resources - Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP)
Generous paid time off (PTO) - Recharge, relax, and take time for what matters most
Health & welfare benefits - From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered
Financial security for your future - Our retirement plans make it easier to save for what's next
*Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
Join an Award-Winning Workplace Culture
At Hilton, we don't just deliver exceptional experiences for our guests-we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands (https://www.hilton.com/en/brands/) , and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.
Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career-and help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog (https://jobs.hilton.com/blogs) to see why we're more than a great place to stay-we're a great place to work.
