Directs all hotel operations, including financial planning, budgeting, guest satisfaction, quality assurance, compliance, productivity, and service excellence. Partners with the General Manager and Executive Committee to execute strategy, improve profitability, manage stakeholders, and achieve brand standards. Leads and develops the hotel leadership team, builds succession pipelines, and drives operational performance and long-term business objectives.
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! As a Director of Operations, you’re not just directing daily hotel operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
ResponsibilitiesHere's what you'll do during a typical day:
- Provide strategic leadership across hotel operations by directing all day-to-day operational functions, ensuring exceptional commercial performance, guest satisfaction, operational excellence, and full compliance with Hilton and brand standards.
- Drive the hotel's operational and financial strategy, taking ownership of operational budgets, forecasting, business planning, resource allocation, and performance delivery to achieve ambitious revenue and profit targets.
- Champion a culture of service excellence, analysing guest insights, market trends, and operational performance to shape and execute strategies that continually elevate the guest experience and strengthen the hotel's competitive position.
- Lead performance and productivity initiatives across the operation, identifying opportunities to improve efficiency, optimise resources, enhance profitability, and deliver sustainable business results.
- Oversee quality, risk and compliance programmes, ensuring rigorous operational standards, effective service recovery processes, and consistent achievement of guest satisfaction, quality assurance and brand metrics.
- Act as a key member of the Executive Committee, partnering with the General Manager to influence strategic direction, drive change initiatives, and deliver the hotel's long-term business objectives.
- Develop and inspire a high-performing leadership team, creating a culture of accountability, engagement and continuous development while building succession pipelines for future talent.
- Lead strategic stakeholder and commercial partnerships, managing relationships with owners, corporate partners, local businesses and third-parties, to drive operational excellence, brand alignment and commercial performance while representing the hotel and Hilton brand.
What It Takes to Make the Stay
At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member:
A passion for spreading the light and warmth of Hospitality. Acting with Integrity and always doing the right thing. Inspiring others through Leadership. A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
About Us 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, 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 to see why we’re more than a great place to stay—we’re a great place to work.
Hilton London, England Office
London, United Kingdom
Hilton Watford, England Office
Maple Court Central Park, Reeds Crescent, Watford, United Kingdom, WD24 4QQ
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