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.
Skills Required
- Previous experience in hotel operations, guest service, or communication roles
- Previous supervisory experience, ideally
- Strong team management and training skills
- Excellent interpersonal and problem-solving abilities
- Guest-focused approach
- Proficiency in hotel communication systems and property management systems
- Fluency in English
- Availability to work varied shifts, including nights, weekends, and holidays
- Additional language proficiency
Hilton Compensation & Benefits Highlights
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Wellbeing & Lifestyle Benefits — The Go Hilton travel program offers up to 110 discounted nights per year, with employee room rates as low as $40 and additional friends-and-family and on‑property dining discounts. Select programs like Thrive Sabbatical and Thrive Reset provide paid time off with stipends for personal goals or recharge.
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Retirement Support — The U.S. 401(k) match is 100% on the first 3% of pay plus 50% on the next 2%, enabling up to a 4% employer match when contributing 5%. This delivers a clear, formula-based boost to long‑term savings.
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Parental & Family Support — New parents receive four weeks of fully paid parental leave, with birthing parents receiving an additional eight weeks for a total of 12 weeks. Adoption assistance and caregiving support resources are also available.
Hilton Insights
What We Do
Hilton (NYSE: HLT) is a leading global hospitality company with a portfolio of 28 world-class brands comprising more than 9,400 properties and nearly 1.4 million rooms, in 144 countries and territories. Dedicated to fulfilling its founding vision to fill the earth with the light and warmth of hospitality, Hilton has welcomed over 4 billion guests in its more than 100-year history. Named as the No. 1 World’s Best Workplace by Great Place to Work and Fortune, Hilton aims to create the best culture for its 500,000 team members around the world. Hilton has introduced industry-leading technology enhancements to improve the guest experience, including Digital Key Share, automated complimentary room upgrades and the ability to book confirmed connecting rooms. Through the award-winning guest loyalty program Hilton Honors, the more than 260 million Hilton Honors members who book directly with Hilton can earn Points for hotel stays and experiences money can't buy. With the free Hilton Honors app, guests can book their stay, select their room, check in, unlock their door with a Digital Key and check out, all from their smartphone.
Why Work With Us
Hilton is proud to be recognized as the World’s Best Workplace by Great Place to Work and Fortune. At Hilton, every job makes the stay. Team Members can make an impact, be themselves, build new skills, grow their careers, explore opportunities around the world, and enjoy people-first benefits like Go Hilton travel discounts.
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Hilton Offices
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With more than 9,400 hotels and properties in 144 countries and territories, plus corporate offices and teams around the world, Hilton offers opportunities to build a career in destinations and communities worldwide.
