Job Description - Senior Director Operations, UK&I (EUR015QW)
Job Description
Senior Director Operations, UK&I (EUR015QW)
Work Locations
Hilton - Regional Office - Europe Maple Court Central Park Central Park Watford WD24 4QQ
About Hilton
Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 9,000 properties, 1.3 million rooms in 141 countries and territories. In the 105 years since our founding, we have defined the hospitality industry and established a portfolio of 25 world‑class brands, with the emergence of the Tempo brand and including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 235 million members in our award‑winning customer loyalty program, Hilton Honors. Position Statement:
An exciting and new opportunity has arisen for a Senior Director Operations UKI. This opportunity will require you to lead a varied portfolio of up to 20 managed and leased hotels across different brands in the UK&I estate and will report into the SVP UK, Ireland & Israel.
Responsibilities
* Take responsibility for the total performance of our Hilton Worldwide multi‑branded hotels in the managed and leased regional portfolio.
* Run and lead the business delivering targeted owner returns, and a premium on top line revenue performance, and bottom line profitability; as well as customer promise goals and team members’ engagement and trust levels.
* The role must ensure we implement agreed Hilton Global and EMEA brand strategies across the portfolio of hotels you oversee, ensuring the business has the correct focus and delivers the right level of profitability to both owners and Hilton.
* Additionally leverages knowledge and relationships in helping to identify prospects for development of our brands within the geographical region of responsibility.
* Manage relationships with all owners, principal stakeholders, hotel leaders and their teams such that these relationships are optimised, that the culture and values of Hilton are adhered to, as well as ensures compliance with quality and operational standards.
* Lead Business Transformation across the portfolio of hotels you oversee. Ensure every hotel has the optimal operating model to maximise its potential for Hilton and Owners.
* A member of the UK&I Executive who sets the strategic direction of the UK&I estate.
What will I be doing?
* Planning and Strategic Activities - 40%: Share leadership but fully own the commercial focus process that ensures occupancy, rates, yield, and revenues are optimised across the estate, always seeking to secure an unfair share of the demand. Lead and champion Operational Excellence (Driving profitability, customer promise and team members engagement).
* Transformation across your portfolio of hotels you oversee. Member of the UK&I Executive. Work with Development to manage the future size and shape of our UK estate through ensuring a focus on winning new management contracts and sensitively managing the exit of hotels when agreements have concluded.
* Develop positive working relationships with owners and owner’s representatives relevant to the region through a cadence of regular meetings/communication; ensuring the interests of owners are central to the dialogue.
o Lead major owner reviews and actively respond to owners concerns as the first point of escalation from AGM/GM.
o Ensure owner’s relationships are robust and that Hilton’s values/standards are maintained.
o Ensure the business has the correct focus and delivers the right level of profitability.
o Maintain a high level of visibility – physically being seen in hotels on a regular basis.
o Communicate and implement the corporate agenda / strategy to hotel management teams.
* Member of the Cross functional Steering Group to drive our Management Service Value Proposition. Ensure the strategic approach to new developments and support the Development Team with any feasibility opportunities within their designated geographic territory.
* Demonstrating your strong commercial skills, evaluate the commercial performance of each property, always looking for opportunities for local management to improve top/bottom line delivery.
* Help develop and present the yearly and quarterly UK&I business plan for the portfolio of hotels you oversee, and investment projects as they arise ensuring full ROI delivery.
* Oversee the monthly forecast process for all hotels under your responsibility, ensuring that risks and opportunities are identified and actions develop to manage risks and realize opportunities.
Organising Activities - 20%
* Lead the integration, opening or exiting of hotels within region.
* Lead the matrixed organisation, to ensure best overall impact on the business and its people and liaise with heads of corporate functions as required.
* Deliver within budget guidelines at all times.
* Develop excellent communications mechanisms to ensure AGM/GMs and their teams are fully briefed and informed of what the company is planning
Directing Activities - 15%
* Provide direction to AGMs/GMs in the development of annual business plans and capital expenditure plans for assigned area of responsibility.
* Provide direction in shaping the right culture within the region role modelling the leadership behavioural model Hilton expects all its leaders to espouse.
* Ensure that direction and effort is constant, continuous and appropriate in that it empowers AGM/GMs and teams yet retains overall accountability for the success of the business.
* Ensure AGMs/GMs are actively conforming to specified operating models, adhering in full to procurement guidelines and controlling discretionary costs within budgeted targets. Regularly review benchmark data to identify additional opportunities for efficiency.
* Work closely with the regional specialists to increase the efficiency and effectiveness of all areas of the business.
People specific Activities - 15%
* Conduct Performance Reviews with all hotels in the region. Ensure appropriate performance improvement plans are developed and implemented. Ensure Area and Regional support functions are appropriately focused on the needs of the hotels within the region.
* Drive the Hilton talent review process and agree the movement of hi‑potential talent, partnering with the HRBP for the region.
* Act as coach to AGMs and take responsibility for their professional development and career progression by implementing Personal Development Plans and monitoring individual performance through both informal/formal processes.
Controlling Activities - 10%
* Regular, direct interface with the regional sales, revenue and marketing teams, ensuring appropriate resources are focused on the hotels within the area.
* Regularly review Stay Score performance within the region. Support HMs and GMs in the development and effective implementation of action plans to improve Stay Scores and in particular customer loyalty performance.
* Track key metrics for the region (including Financial, KPIs, Stay Scores, Q&A, GTMS) and adjust strategy accordingly.
* Assess each hotel in terms of maximising its profitability/potential and devise plans with local management as appropriate.
* Ensure that quality standards are maintained across all properties, so Hilton brand quality and brand standards are maintained.
What we are looking for?
We are looking for an accomplished and competent leader who can demonstrate they can lead significant hotel operations, delivering market leading performance as well as transformation programmes across a multi‑site business.
* Ability to direct and facilitate the efforts of direct reports and other resources across Hilton to deliver performance.
* To work with internal and external stakeholders, with the aim of progressing the goals for Hilton and our owners.
* Excellent presentation and public speaking skills, as well as strong written communication.
* Be a figurehead and highly visible leader of our UK&I business. Show an above average ability to represent the business and indeed Hilton with all stakeholder groups and at all levels including local/national government and relevant institutions.
In addition we will seek leaders with:
* Ability to analyse hotel financial data as required in order to make strategic and tactical decisions.
* Ability to lead and manage change, resolve conflicts and ensure collaboration within teams and/or units; includes maintaining the highest standards of ethical conduct and integrity.
* Absolute discretion and confidentiality regarding sensitive information.
* Ability to take initiative to identify, prioritise and implement all elements required for the team to fulfil responsibilities in keeping with core strategic goals.
* Strong problem solving skills, including ability to effectively address any issue in collaboration with others as appropriate; ability to proactively identify and prevent potential problems; ability to develop problem solving skills among direct reports and other team members as appropriate.
* Ability to advocate and implement professional development for self, direct reports and others, including capability to work with peers and other resources to provide development and mentoring opportunities; includes adherence to organisation’s standards for performance feedback.
* Ability to evaluate and identify opportunities from a strategic perspective, including ability to develop, prioritise and implement plans to meet organisation’s core strategic goals.
* Ability to assimilate new concepts and practices into position and the department and provide effective training to subordinates for on-the-job training, policies and procedures, departmental training topics and professional development.
* Budget development and management skills, including the ability to track expenses against commitments, set priorities for funding, and develop annual budgets.
* Ability to work independently and manage the independent work of other team members as appropriate; includes the ability to recognise need for involvement of other teams/peers and capability to effectively facilitate that collaboration.
* Ability to build and manage relationships effectively, especially with Owners.
* Ability to provide effective performance feedback to subordinates and work to ensure the peak performance of individuals and teams within the region.
Minimum qualifications and experience
To fulfill this role successfully, you must possess the following minimum qualifications and experience:
* Previous Hilton multi‑site experience is desirable as it also is in hotel operations management.
* Good knowledge of operations in a multi‑site environment to include food/beverage or other consumer retail experience, quality management, operational process excellence, and marketing/sales principles.
* Experience of having managed assets for third party owners and related relationship management.
* Effective communications and presentations skills.
* Excellent problem solving and organisational skills.
* Strong influencing, negotiating and consensus‑building skills to deal effectively with different owner objectives balanced against Hilton goals.
* Bachelor’s degree or equivalent in Hotel Management, Business degree or equivalent experience.
* Please note: Interviews will take place on 13th January 2026
What benefits will I receive?
Your rewards will include a competitive starting base salary and performance related bonus and LTI. Benefits will include competitive holidays, discounted hotel accommodation, access to Hilton marketplace discounted retail offerings, family private medical and dental cover, pension contribution, car allowance, life and critical illness cover insurance.
What will it be like to work for Hilton?
The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world‑class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100‑year history. Hilton is proud to have an award‑winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.
We support the mental and physical well‑being of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!
We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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