Cluster Director of Operations

About the Role

Picture yourself brightening someone’s day. As the Director of Operations, you work closely with the General Manager to oversee all operational departments, including front office, housekeeping, food and beverage, and other key departments, ensuring the hotel operates efficiently while maintaining the highest guest service standards. You deliver memorable experiences that make the stay for every guest.

Responsibilities

• Lead operational departments to ensure alignment with hotel goals and partner with the General Manager to develop and execute performance-driven strategies.
• Manage daily hotel operations to deliver seamless guest experiences and drive process improvements to enhance efficiency and reduce costs.
• Ensure service excellence across all guest interactions, monitor feedback, and implement initiatives to elevate satisfaction.
• Oversee departmental budgets, cost control and analyze financial reports to improve profitability without compromising quality.
• Motivate and develop department heads and teams, promoting continuous learning and a high-performance culture.
• Coordinate cross-functionally with sales, marketing, and revenue teams to support business goals.
• Ensure adherence to health, safety, and regulatory standards; manage risk through policy enforcement and emergency protocols.
• Deliver regular performance reports, track KPIs and provide leadership insights for data-driven decisions.

Qualifications

Hilton core values: a passion for hospitality; integrity; inspiring leadership; teamwork; ownership and accountability; urgency and discipline.

• Degree in hospitality management, business administration, or a related field is preferred.
• Proven leadership in senior hotel operations, preferably within luxury hospitality.
• Deep knowledge of hotel functions—front office, housekeeping, food & beverage, and engineering.
• Strong ability to lead, engage, and develop high-performing teams.
• Skilled in budgeting, forecasting, cost control, and financial analysis.
• Familiar with hotel PMS and operational software.
• Excellent interpersonal skills with a cross-functional, guest-centric approach.
• Understanding of safety, regulatory standards, and risk management protocols.
• Willingness to work varied hours, including nights, weekends, and holidays.
• Fluent in English; additional languages are an asset.

About Us

At Hilton, 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 and are committed to providing the best stay for every guest.

Benefits

• Incredible travel perks – enjoy deeply discounted travel (examples: 110 nights and room rates as low as $40 USD/night through the Go Hilton travel program).
• Employee stock purchase program (ESPP) with the option to buy Hilton shares at a 15% discount.
• Personalized caregiving support via dedicated caregiving concierge services.
• Crisis Concierge offering practical and emotional support during times of loss.
• Mental health resources and access to free counseling for eligible Team Members through the Employee Assistance Program (EAP).
• Health & welfare benefits including medical, dental and vision options; benefit availability may vary by location and terms of employment.