Head of Global Guest Experience - Luxury Hotels
Posted 4 days ago
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Job Description
Key Responsibilities:
- Develop and implement a comprehensive global strategy for guest experience, ensuring alignment with brand values and objectives.
- Establish and maintain the highest standards of service excellence across all hotel operations.
- Lead, mentor, and inspire a global network of hotel GMs and Guest Experience Managers.
- Drive innovation in guest services, leveraging technology and data to anticipate and exceed guest expectations.
- Develop and deliver comprehensive training programs to cultivate a culture of exceptional service.
- Monitor guest feedback, online reviews, and satisfaction metrics, identifying areas for improvement and implementing corrective actions.
- Collaborate with marketing and brand teams to ensure consistent brand messaging and guest journey.
- Oversee the development and implementation of loyalty programs and personalized guest recognition initiatives.
- Manage budgets related to guest experience initiatives and analyze ROI.
- Serve as a brand ambassador, representing the company at industry events and conferences.
Qualifications:
- Bachelor's degree in Hospitality Management, Business, or a related field. MBA or advanced degree preferred.
- 10+ years of progressive experience in luxury hotel operations and guest experience management, with at least 5 years in a senior leadership role.
- Proven track record of elevating guest satisfaction scores and implementing successful service initiatives in a global context.
- Deep understanding of luxury market trends and consumer expectations.
- Exceptional leadership, communication, and interpersonal skills.
- Ability to influence and collaborate effectively with diverse teams across different cultures.
- Strong analytical skills and experience using guest data to drive strategic decisions.
- Proficiency in hotel management systems and guest feedback platforms.
- Fluency in English is essential; additional languages are a plus.
2026 Business Placement - Hilton & Small Luxury Hotels partnership support

Posted 3 days ago
Job Viewed
Job Description
From day one, you will be fully integrated into Team Hilton. Our placements offer vast exposure and opportunities, including networking with senior executives, involvement in regional conferences and for some, international travel.
Based in our EMEA headquarters, Watford, you will be part of a cohort of 50 Interns and take part in regular connect meetings and feedback sessions designed to support your development. You will benefit from a subsidised restaurant, a games area and a free in-house gym.
**The Opportunity**
You will directly support the new development phase of properties to the partnership, as well as setting up new processes to enhance the support and capabilities for existing participating Hotels. This is an exciting opportunity to support a relatively new area for the business in Partnerships, growing both in number of properties as well as commercially. SLH & Hilton's partnership has grown exponentially since it's launch in 2024 and keeps Hilton at the forefront of the industry.
**Here's a glimpse of some of the things you will be working on:**
- Undertaking the build steps and Quality Assurance to take properties 'live' and selling.
- Developing and managing communications for both internal and external partners, such as team announcements, newsletters and Property updates.
- Reviewing and supporting enhancements to global partnership processes, within the team's jurisdiction as well as with other departments engaged in the partnership.
- Coordinating key events and meeting series for the team.
- Supporting the needs of hotels, through all key stages of participation life-cycle.
- Undertaking and analysing regular reporting, to support Director and Brand leadership.
- Supporting with SLH corporate partnership requests, as well as from global stakeholders and, as necessary, work across the business to develop the solutions needed.
**Why choose us?**
Embarking on our year in industry programme is a transformative journey, encompassing a structured framework of learning and development activities. Here's what you can look forward to:
**Learning and Development:** Interns have access to Hilton University to enhance their skills and contribute meaningfully to ongoing projects.
**Networking:** Our interns can connect with professionals across the business, paving the way for valuable relationships.
**Feedback and Growth:** Regular evaluations and feedback sessions will ensure our interns receive guidance and an opportunity to continually improve.
**Cross-Exposure:** Opportunity to gain insight into another function.
**Hilton Perks:** Including our Go Hilton TM Travel Program, which provides you with access to heavily reduced hotel room rates for you, your family & friends.
**Salary & Benefits:** £26,000 Gross PA & private healthcare.
**Location:** EMEA Regional Headquarters, Watford. Our placements are office based with flexibility offered across some teams.
**What are we looking for?**
- A strong sense of alignment to our culture and values.
- A current Bachelor's or Master's student studying a degree with a required 12-month year in industry placement as part of your degree.
- Availability to start 13th of July 2026, full-time, for a 12-month placement.
- Eligibility to work in the UK. If you are a non-UK national, without EU Settled or Pre-Settled Status then you will need to be studying at a UK university to be eligible to undertake a placement here.
- Fluency in English (speaking, reading, and writing).
- A genuine interest in hospitality with a passion for customer service.
- Strong communication, collaboration & teamwork.
- Project Management skills.
- Attention to detail.
- Digital Literacy - strong Microsoft Office (Excel, PowerPoint, Outlook, Word).
**What is it like working for Hilton?**
Hilton is one of the world's largest and fastest-growing hospitality companies, with 24 distinct brands and over 8,000 locations. We have recently been ranked by our employees as #1 World's Best Hospitality Workplace awarded by Great Place to Work & Fortune.
We value and celebrate our team members diversities and individualism and foster a culture of belonging across our organisation. Joining Hilton will give you the opportunity to contribute to our rich culture and give back to the community. Our Team Member Resource Groups in the UK focus on Abilities, Generations, Pride, Women's and Ethnic representation. You can find details on our Culture page.
We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of the role. Please contact us to request accommodation.
CORPORATE PLACEMENTS (
**Selection Process**
Please apply now, applications close on **Sunday 2nd November 2025** . We receive a high volume of applications, so thank you for your patience while we carefully review each one to give it the attention it deserves.
If your application is successful, you may be invited to complete a one-way video interview and online assessment. These help us get to know you better and assess if the placement could be a great match. Keep an eye on your inbox, and we encourage you to complete each step as soon as you can. Our EMEA Graduate Recruitment Team will be in touch to let you know the outcome.
**Good luck, we are looking forward to meeting you!**
**Job:** _Universities_
**Title:** _2026 Business Placement - Hilton & Small Luxury Hotels partnership support_
**Location:** _null_
**Requisition ID:** _EUR015NI_
**EOE/AA/Disabled/Veterans**
Hotel Operations Manager
Posted 15 days ago
Job Viewed
Job Description
Key Responsibilities:
- Manage and coordinate the operations of all hotel departments, ensuring seamless service delivery.
- Develop and implement operational strategies to enhance guest satisfaction and loyalty.
- Oversee staffing, scheduling, training, and performance management for all operational teams.
- Manage budgets, control costs, and identify opportunities for revenue enhancement.
- Ensure compliance with all health, safety, and hygiene regulations.
- Maintain high standards of property upkeep and cleanliness across all areas.
- Develop and manage relationships with suppliers and service providers.
- Handle guest complaints and resolve issues promptly and professionally.
- Implement and monitor quality assurance programs to ensure service excellence.
- Collaborate with the General Manager and other key stakeholders on strategic planning and business development.
- Analyze operational performance data and report on key metrics.
- Lead by example, fostering a positive and productive work environment for all staff.
- Ensure efficient inventory management for all operational supplies.
Qualifications:
- Bachelor's degree in Hospitality Management, Business Administration, or a related field is preferred.
- Minimum of 5 years of progressive experience in hotel operations management.
- Proven track record of successfully managing multiple departments within a hotel setting.
- Strong leadership, communication, and interpersonal skills.
- Excellent understanding of hotel operations, including front office, housekeeping, F&B, and facilities management.
- Proficiency in hotel management software and systems.
- Sound financial acumen and experience with budgeting and cost control.
- Ability to work under pressure and make effective decisions.
- A commitment to providing exceptional guest service.
- Flexibility to work varied shifts, including evenings, weekends, and holidays.
- Knowledge of local market trends and competitor activities is a plus.
Hotel Operations Manager
Posted 16 days ago
Job Viewed
Job Description
Key Responsibilities:
- Manage and coordinate the day-to-day operations of all hotel departments to ensure seamless service delivery.
- Oversee staff performance, providing training, motivation, and feedback to ensure high standards of service.
- Develop and implement operational strategies to enhance guest satisfaction and loyalty.
- Monitor departmental budgets, control costs, and identify opportunities for revenue enhancement.
- Ensure compliance with all health, safety, and hygiene regulations across the property.
- Manage inventory and procurement for all operational supplies.
- Handle guest complaints and resolve issues promptly and professionally.
- Collaborate with the General Manager and other department heads to achieve hotel objectives.
- Maintain and improve the physical appearance and functionality of the hotel.
- Implement and refine standard operating procedures to optimize efficiency and service quality.
- Lead by example, fostering a positive and productive work environment.
Qualifications:
- Proven experience (5+ years) in a management or supervisory role within the hospitality industry, preferably in hotel operations.
- Strong understanding of hotel operations, including front office, housekeeping, F&B, and maintenance.
- Excellent leadership, team management, and interpersonal skills.
- Demonstrated ability to drive guest satisfaction and operational excellence.
- Proficiency in hotel management software and systems.
- Sound financial acumen, including budgeting and cost control.
- Excellent problem-solving and decision-making abilities.
- Knowledge of health and safety regulations in the hospitality sector.
- Strong communication skills, both written and verbal.
- A passion for providing outstanding customer service.
- Bachelor's degree in Hospitality Management or a related field is advantageous.
This is an excellent opportunity to join a reputable hotel and play a key role in its success. If you are a seasoned hospitality professional looking for a challenging and rewarding management role in Reading , we encourage you to apply.
Hotel Operations Manager
Posted 16 days ago
Job Viewed
Job Description
Key responsibilities include:
- Directing and coordinating the operations of all hotel departments to ensure consistent quality service and guest satisfaction.
- Developing and implementing operational strategies to enhance efficiency and profitability.
- Managing staffing levels, recruitment, training, and performance evaluation of department heads and staff.
- Overseeing the budget for each department, controlling expenses, and maximising revenue opportunities.
- Ensuring compliance with health, safety, and hygiene regulations throughout the hotel.
- Developing and maintaining high standards of customer service, addressing guest feedback and resolving complaints promptly.
- Collaborating with the General Manager on strategic planning and business development initiatives.
- Managing relationships with suppliers and vendors to ensure cost-effectiveness and quality of goods and services.
- Implementing and monitoring hotel policies and procedures.
- Leading by example to foster a positive and motivated work environment for all hotel staff.
Hotel Operations Manager
Posted 16 days ago
Job Viewed
Job Description
Key responsibilities will include:
- Overseeing the daily operations of all hotel departments to ensure efficiency and guest satisfaction.
- Developing and implementing operational strategies to maximise revenue and minimise costs.
- Recruiting, training, and managing hotel staff, fostering a positive and productive work environment.
- Ensuring all health, safety, and hygiene standards are met and maintained across the property.
- Managing inventory, procurement, and supplier relationships for operational supplies.
- Handling guest feedback, complaints, and resolving issues promptly and effectively.
- Developing and managing departmental budgets, including forecasting and financial reporting.
- Collaborating with the marketing and sales teams to drive occupancy and revenue.
- Implementing and monitoring quality assurance programs to maintain high service standards.
- Ensuring compliance with all relevant licensing and regulatory requirements.
The ideal candidate will possess:
- Proven experience in hotel management or a senior operations role within the hospitality industry.
- Strong leadership and people management skills, with the ability to motivate a diverse team.
- Excellent understanding of hotel operations, including front office, F&B, and housekeeping.
- Sound financial acumen, with experience in budgeting and P&L management.
- Exceptional customer service and problem-solving abilities.
- Proficiency in property management systems (PMS) and other relevant software.
- A recognised qualification in Hospitality Management or a related field is desirable.
- Flexibility to work varied shifts, including evenings, weekends, and public holidays.
This is an exciting opportunity to lead and make a significant impact within a reputable hotel. The position is based in Reading, Berkshire , and requires the successful candidate to be on-site to manage operations effectively. Join a dedicated team and contribute to the continued success of this prestigious venue.
Hotel Operations Manager
Posted 17 days ago
Job Viewed
Job Description
Key Responsibilities:
- Direct and manage all hotel departments including Front Office, Housekeeping, Food & Beverage, and Maintenance to ensure seamless service delivery.
- Develop and implement operational strategies to enhance guest satisfaction, service quality, and employee performance.
- Monitor financial performance of hotel operations, including budgeting, cost control, and revenue management, identifying opportunities for increased profitability.
- Ensure compliance with all health, safety, and hygiene regulations, maintaining the highest standards across the property.
- Recruit, train, motivate, and manage a high-performing team of hospitality professionals.
- Handle guest complaints and issues effectively and professionally, turning potentially negative experiences into positive ones.
- Oversee the procurement of supplies and management of inventory for all operational departments.
- Collaborate with the General Manager and other key stakeholders to develop and execute business plans.
- Conduct regular inspections of the hotel to ensure standards of cleanliness, ambiance, and overall presentation are maintained.
- Implement and manage operational systems and technologies to improve efficiency and guest service.
- Foster a positive and productive work environment, encouraging teamwork and professional development among staff.
- Proven experience (5+ years) in hotel management, with at least 3 years in an Operations Manager or equivalent senior role.
- Strong understanding of hotel operations across various departments (Front Office, F&B, Housekeeping).
- Excellent leadership, communication, and interpersonal skills.
- Demonstrated ability in financial management, budgeting, and cost control within the hospitality industry.
- A passion for delivering outstanding customer service and creating memorable guest experiences.
- Proficiency in hotel management software and systems (e.g., Opera, MICROS).
- Ability to work effectively under pressure and make sound decisions in a fast-paced environment.
- Strong problem-solving skills and a proactive approach to operational challenges.
- Flexibility to work a hybrid schedule, including occasional evenings and weekends as operational needs dictate.
- Relevant degree in Hospitality Management or a related field is preferred.
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Hotel Operations Manager
Posted 17 days ago
Job Viewed
Job Description
Responsibilities:
- Direct and coordinate all hotel departments including Front Office, Housekeeping, Food & Beverage, and Maintenance to ensure seamless operations.
- Develop and implement operational policies and procedures to enhance guest satisfaction and service quality.
- Manage departmental budgets, control costs, and drive revenue growth through strategic initiatives.
- Recruit, train, motivate, and manage a high-performing team of staff.
- Ensure compliance with health, safety, and hygiene regulations across all operational areas.
- Oversee the guest experience, addressing complaints and resolving issues promptly and professionally.
- Maintain strong relationships with suppliers and service providers.
- Collaborate with the General Manager on strategic planning and business development.
- Monitor industry trends and implement best practices to maintain competitive advantage.
- Prepare operational reports for senior management, highlighting key performance indicators and areas for improvement.
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Minimum of 5 years of progressive experience in hotel operations management.
- Proven track record in managing multiple hotel departments and achieving operational excellence.
- Strong leadership, communication, and interpersonal skills.
- Excellent understanding of hotel management systems (PMS, POS).
- Financial acumen with experience in budgeting and P&L management.
- Ability to work flexible hours, including evenings, weekends, and holidays.
- A passion for delivering exceptional customer service.
- Problem-solving skills and the ability to remain calm under pressure.
- Proficiency in relevant software applications.
Hotel Operations Manager
Posted 17 days ago
Job Viewed
Job Description
- Managing daily hotel operations, ensuring seamless service delivery across all departments.
- Overseeing staff performance, training, and development to maintain service excellence.
- Implementing and enforcing operational policies and procedures to ensure consistency and quality.
- Monitoring financial performance, managing budgets, and identifying cost-saving opportunities.
- Ensuring guest satisfaction through proactive problem-solving and exceptional service recovery.
- Collaborating with department heads to optimize efficiency and resource allocation.
- Maintaining high standards of cleanliness, safety, and security throughout the hotel.
- Developing and implementing strategies to enhance guest experience and loyalty.
- Managing inventory and procurement for operational supplies.
- Ensuring compliance with all health, safety, and licensing regulations.
- Handling guest complaints and resolving issues effectively and courteously.
- Working closely with the General Manager on strategic planning and business development.
- Fostering a positive and productive work culture for all staff members.
- Proven experience in a senior management role within the hotel or hospitality industry.
- A strong understanding of hotel operations, including front office, housekeeping, and F&B management.
- Demonstrated leadership and team management skills.
- Excellent customer service and problem-solving abilities.
- Proficiency in hotel management software and systems.
- Strong financial acumen and budget management skills.
- Exceptional communication and interpersonal skills.
- Ability to work under pressure and make sound decisions.
- A passion for delivering outstanding guest experiences.
Luxury Hotel Operations Manager
Posted 6 days ago
Job Viewed
Job Description
Key Responsibilities:
- Develop and execute comprehensive operational strategies aligned with company objectives.
- Oversee daily hotel operations, including front office, housekeeping, food and beverage, and maintenance, ensuring seamless guest service.
- Implement and monitor service quality standards, conducting regular audits and performance reviews.
- Manage departmental budgets, controlling costs, and identifying opportunities for revenue enhancement.
- Lead, train, and mentor a team of department heads and staff, fostering a culture of collaboration and continuous improvement.
- Ensure compliance with all health, safety, and licensing regulations.
- Act as a key liaison between the management team and hotel staff, facilitating effective communication.
- Drive innovation in service delivery and operational processes to stay ahead of industry trends.
- Resolve guest complaints and operational issues efficiently and professionally.
- Collaborate with marketing and sales teams to support promotional activities and ensure guest satisfaction.
Qualifications and Skills:
- Proven experience in a senior management role within the luxury hotel sector is essential.
- Demonstrating strong leadership and team management capabilities.
- Exceptional understanding of hotel operations, financial management, and budgeting.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency in hotel management software and standard office applications.
- A passion for delivering outstanding customer service and creating memorable guest experiences.
- Ability to work autonomously and manage multiple priorities effectively in a remote setting.
- A strategic thinker with a proactive approach to operational challenges.
Location: Although this role is fully remote, the operational scope primarily encompasses properties in and around **Reading, Berkshire, UK**.