Guest Operations Manager (Hampton by Hilton Lisbon)

EOE/AA/Disabled/Veterans

What are we looking for

Guest Operations Managers serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role you should maintain the attitude behaviors skills and values that follow:

• Previous experience in Rooms Division Front Office or Operations Management within a hotel environment
• Basic understanding and knowledge of Food & Beverage standards and operations
• Strong leadership skills with the ability to engage motivate and develop teams
• Excellent organisational planning and problem-solving skills
• Strong guest-focused mindset with a passion for service excellence
• Good financial and commercial awareness
• Ability to remain calm and effective under pressure
• Flexible and adaptable approach to a fast-paced operational environment
• Strong communication skills with the ability to work effectively across all departments

It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:

• Familiar with Property Management Systems
• A degree or diploma in Hotel Management or equivalent
• Experience in a busy city or lifestyle hotel environment

What will it be like to work for Hilton

Hilton is the leading global hospitality company spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century Hilton has offered business and leisure travelers the finest in accommodations service amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And our amazing Team Members are at the heart of it all!

Join the Hampton by Hilton Lisbon City Centre Baixa Pre-Opening Team as Guest Operations Manager and bring Hamptonality to life in Lisbon.

At Hampton we are more than a hotel brand we are a culture. Our unique personality known as Hamptonality is at the heart of everything we do connecting our people our teams and every guest experience being Friendly Authentic Caring and Thoughtful. You dont just serve guests you make them happy. Thats the Hampton DNA.

Are you ready to begin an exciting journey in the vibrant city of Lisbon Hampton by Hilton Lisbon City Centre Baixa part of the Iberian Peninsula is set to open soon in one of the citys most dynamic neighborhoods just steps away from Time Out Market and Cais do Sodré.

Imagine working for the #1 Worlds Best Workplace surrounded by inspiring views and an energetic urban atmosphere. This is your opportunity to be part of the Hilton legacy in a city celebrated by the World Travel Awards.

A Guest Operations Manager is responsible for supporting in the smooth and efficient day-to-day operation of the hotel with primary responsibility for the Rooms Division Food & Beverage and overall guest experience. A Guest Operations Manager will ensures that Front Office Housekeeping and Guest Services operate seamlessly delivering a consistently high-quality friendly and efficient experience for all guests. The Guest Operations Manager drives guest satisfaction team engagement cost control and operational excellence across the property. The role is very hands-on and operational.

What will I be doing

As a Guest Operations Manager you will be responsible for the effective leadership and coordination of hotel operations with a strong focus on Rooms Division performance and cross-departmental collaboration. A Guest Operations Manager is responsible for managing the first impressions of our Guests and therefore must perform the following tasks to the highest standards:

• Oversee all Rooms Division operations including Front Office Housekeeping and Guest Services ensuring smooth daily operations and effective interdepartmental communication

• Act as the General Managers key operational support stepping in as required to ensure continuity of leadership and decision-making

• Provide operational leadership during the breakfast service a core business activity within the Food & Beverage department

• Ensure all departments operate in full alignment with brand standards Hilton policies and applicable local regulations

• Manage the Guest Operations budget controlling expenses and flexing labour costs in line with business volumes and demand

• Work closely with all hotel departments to ensure a collaborative efficient and guest-focused operation

• Provide operational support to other departments when required particularly during peak business periods

• Monitor and analyse guest satisfaction scores reviews and feedback identifying trends and implementing continuous improvement initiatives

• Ensure consistently high standards of service delivery and brand compliance across all guest operations shifts

• Handle escalated guest issues in a professional proactive and solution-oriented manner

• Lead motivate and develop the Rooms Division and Food & Beverage teams fostering a positive and high-performance culture

• Ensure effective recruitment onboarding training and ongoing development of team members

• Conduct regular communication meetings ensuring actions and follow-ups are clearly documented and implemented

• Ensure staffing levels are aligned with business volumes productivity targets and seasonal demand

• Monitor stock levels and operational costs to support profitability

• Ensure high standards of cleanliness presentation and service across all guest-facing areas

• Ensure full compliance with hotel security fire HACCP health and safety regulations

• Maintain a strong working knowledge of the Property Management System and other key operational systems

• Ensure correct use and active promotion of the Hilton Honors loyalty program

• Prepare operational reports as required by the General Manager

• Perform additional duties as assigned by the General Manager