Guest Operations Manager

Hilton; Towcester; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Travel perks

Stock purchase plan

Parental leave

Caregiving support

Crisis concierge

Mental health resources

Benefits vary by location

Job summary

Hilton Towcester is seeking a Guest Operations Manager to lead day-to-day hotel operations and uphold exceptional guest service standards. You’ll work with the General Manager on budgets, capital projects and strategic goals while coaching department heads to achieve targets in a fast-paced hospitality setting.

Strong leadership, resilience under pressure and a deep knowledge of hotel operations are essential.

Qualifications

• Experience in Food & 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 to motivate teams and exceed targets.
• Accountable, resilient and able to work under pressure.

Responsibilities

• Collaborate with General Manager to manage key property issues and capital projects.
• Assist development of hotel budgets and long-term strategic goals.
• Provide effective leadership to hotel management and teams.
• Respond to audits and drive continual improvement.
• Plan and coordinate service delivery to meet guest expectations.
• Control costs across departments and analyze results.
• Develop Heads of Department and support succession planning.
• Seek guest feedback and drive positive outcomes.

Skills

Commercial acumen

Budget management

Forecasting results

Leadership

Resilience under pressure

Job description

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.

Responsibilities

• 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.

Qualifications

• 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.

Additional Capabilities

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

Core Values

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.

Benefits

• 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.