Senior Manager, Service Improvement Program

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Guide designated hotels through every stage of the Service Improvement Program lifecycle, encompassing diagnosis, action planning, and activation.

• Lead structured discussions to pinpoint guest friction points, service deficiencies, root causes, and opportunities for process enhancements.

• Mentor hotel teams in creating actionable improvement strategies and achieving sustainable outcomes.

• Oversee progress in relation to action plans and assist with implementation and results.

• Provide advice to hotel leadership teams through coaching, challenges, and guidance.

• Examine guest feedback, operational metrics, and field observations to shape informed recommendations.

• Navigate intricate situations while balancing brand standards with owner expectations.

• Engage in calibration and consistency initiatives.

• Manage travel and workload to facilitate hotel engagement and maintain program rhythm.

• Cultivate trust-based relationships with on-site leaders and representatives from higher management.

• Collaborate with Brand Performance Support, Quality Assurance, Brand Management, and other corporate teams.

• Act as a liaison between hotels and corporate partners to clarify expectations and foster solutions.

• Communicate effectively with senior leaders, management companies, and owners.

• Share insights and best practices among Coaches.

• Oversee the comprehensive delivery of the Service Improvement Program across a designated portfolio of hotels.

• Monitor progress, reporting, and documentation of hotel improvement initiatives.

• Organize hotel engagement schedules, travel logistics, and follow-up activities.

• Identify and relay program trends, risks, and opportunities for continuous improvement.

⛳️ Requirements

• A minimum of five (5) years of management experience in Hotel Operations.

• At least three (3) years of experience as a General Manager, Executive Committee Member, or Director on property.

• Possession of a valid Driver's license.

• Willingness to travel up to 75% of the time.

• BA/BS Bachelor's Degree is required.

• Experience in service improvement, consulting, or operational excellence programs is preferred.

• Familiarity or training in Root Cause Analysis and Process Improvement.

• Fluency in Spanish is essential.

• Possess problem resolution and consulting abilities to address potential conflicts/issues with general managers, owners, and internal clients while maintaining brand integrity.

🏝️ Benefits

• Enjoy 110 nights of highly discounted travel, with room rates starting as low as $40/night through the Go Hilton travel program.

• Participate in the employee stock purchase program (ESPP) with Hilton shares offered at a 15% discount.

• Benefit from paid parental leave for eligible Team Members, which includes partners and adoptive parents.

• Access personalized caregiving concierge services.

• Receive crisis concierge support.

• Enjoy free counseling and support through the Employee Assistance Program (EAP) for eligible Team Members.

• Take advantage of generous paid time off (PTO).

• Access health and welfare benefits, including health plans, dental, and vision coverage.

• Participate in retirement plans.

• Be eligible for the Hilton Annual Incentive (Bonus) Plan, subject to plan terms and conditions.