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Supervise the hotel operator team, manage schedules and performance, and ensure guest and internal calls are handled promptly. Coordinate guest requests across departments, train and coach staff, monitor communication systems, resolve escalated concerns, improve response times, and maintain service and performance reports. The role requires hotel operations or guest-service experience, strong leadership, proficiency with hotel communication systems and PMS, English fluency, and availability for varied shifts.
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! You will oversee the hotel’s operator team responsible for managing all guest and internal calls, ensuring that communication between departments and guests is handled promptly and professionally. As a Team Leader, you’re not just overseeing the hotel’s operator team – 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:
- Team Leadership: Oversee the operator team, overseeing scheduling, task allocation, and performance reviews.
- Guest Service: Ensure all guest calls and requests are handled promptly, professionally, and with personalized service.
- Communication & Coordination: Facilitate clear communication between departments to ensure timely fulfillment of guest requests. Monitor and follow up on service delivery across teams.
- Training & Development: Train staff on communication standards and system usage. Conduct regular evaluations and coaching to improve performance.
- System Oversight: Monitor hotel communication systems and resolve technical or operational issues. Implement strategies to improve team efficiency and response times.
- Issue Resolution: Handle escalated guest concerns and identify recurring issues for long-term solutions.
- Reporting: Maintain accurate logs and reports on guest interactions and team performance.
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.
In addition, this role requires the following minimum qualifications:
- Previous experience in hotel operations, guest service, or communication roles, ideally in a supervisory capacity.
- Strong team management and training skills.
- Excellent interpersonal and problem-solving abilities with a guest-focused approach.
- Proficient in hotel communication systems and PMS.
- Fluent in English; additional languages are a plus.
- Available to work varied shifts, including nights, weekends, and holidays.
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.
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