Hilton Worldwide, Inc.

Job Description - Guest Service Manager (HOT0C8Y8) Job Description Guest Service Manager (Job Number: HOT0C8Y8) Work Locations Hilton Reading Hotel, Drake Way, Reading, RG2 0GQ WELCOME TO A WORLD OF OPPORTUNITIES AT THE UK's GREAT PLACE TO WORK 2025, AS VOTED BY OUR TEAM MEMBERS! No two days or two hotels are the same, but our spirit and passion for hospitality always brings all our teams together to create a culture of inclusiveness, positivity and drive to achieve our common goal. "To share the light and warmth of hospitality". With amazing training, resources and support from both managers and colleagues, there is always an opportunity to develop and grow. A WORLD OF REWARDS Smart uniform provided Freeand healthy meals when on duty Grow your Career! Personal Development programmes designed to support you at every step of your career A chance to make a difference through our Corporate Responsibility programmes - Find out what and how we are doing ( ) Team Member Travel Program: discounted hotel nights plus 50% off Food and Beverages (subject to individual outlets) High street discounts: with Perks at Work Holiday: 28 days including bank holidays (increasing yearly to up to 33 days) Discounted dental and health cover Free Parking Modern and inclusive Team Member's areas A Guest Service Manager supervises the Guest Service/Front Office Team to ensure that Team Members are prepared and well-informed to deliver our Guests an exceptional experience from check in through check out. What will I be doing? As Guest Service Manager, you will oversee the Guest Service/Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Service Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards: Oversee the entire Guest Service/Front Office operation to maintain high standards Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement Ensure regular and VIP Guests are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme Maximise room occupancy at best rates and use up selling techniques to promote hotel services and facilities Set departmental objectives, work schedules, budgets, policies, and procedures Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices Maintain good communication and working relationships with all hotel departments Monitor staffing levels to meet cover business demands Conduct monthly communication meetings and produce minutes Manage staff performance issues in compliance with company policies and procedures Recruit, manage, train and develop the Guest Service team Comply with hotel security, fire regulations and all health and safety legislation Act in accordance with policies and procedures when working with front of house equipment and property management systems Assist with other departments, as necessary What are we looking for? Guest Service 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, behaviours, skills, and values that follow: Previous supervisory experience in Front Office within the hotel/leisure/retail sector High level of IT proficiency High level of commercial awareness and sales capabilities Experience of managing people and developing people Previous experience of managing a department and Profit and Loss account Excellent leadership, interpersonal and communication skills Accountable and resilient Commitment to delivering a high level of customer service Ability to work under pressure Flexibility to respond to a variety of work situations Ability to work on your own and as part of a team 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 EVERY JOB MAKES THE STAY. At Hilton, It Matters Where You Stay, but The Stay is only one side of the story. We know it takes hundreds of jobs to create unforgettable experiences for our guests - and behind every job, there's an extraordinary person working to make each Stay magical. That's why at Hilton, Every Job Makes the Stay. Job Guest Services, Operations, and Front Office

A leading hotel chain in Reading seeks a Guest Service Manager to oversee the Front Office and ensure exceptional guest experiences. Responsibilities include managing the Guest Service team, maximizing room occupancy, and maintaining high operational standards. Ideal candidates will have supervisory experience in the hotel sector, strong IT skills, and a commitment to providing top-notch customer service. This role offers numerous perks, including career development opportunities and a supportive work environment.

Job Description - Procurement Manager Food & Drinks UK & Ireland (Hilton Supply Management) (EUR015SE) Job Description Job Number: EUR015SE Work Locations Hilton - Regional Headquarters - Europe Maple Court, Central Park, Reeds Crescent Watford WD24 4QQ Hilton Supply Management (HSM) is the largest hospitality group procurement organization globally and an integral division within Hilton. HSM manages the supply chain of hotels, both Hilton and non-Hilton branded hotels. With more than 22,000 hotels in our program (including over 13,000 non-Hilton-branded hotels), HSM drives economies of scale and negotiates competitive contracts with industry-leading suppliers - ensuring direct savings on the product & services for hotel partners and being a value add partner on all levels. What will I be doing? In this hybrid role, you will be responsible for creating and managing strategic contracts for the provision of goods and services to all managed properties, as well as franchises and third party hotels signed to Hilton Supply Management agreements. You will lead selected categories across operational services and supplies, including food, beverage, operating equipment, operating supplies, and core services, within the United Kingdom and Ireland, while also providing analytical and administrative support. Key responsibilities include conducting tenders, negotiating supplier contracts, and ensuring full utilization of procurement systems such as BirchStreet, Procure Wizard, and Smart Spend. Furthermore, you will analyze spend data, produce compliance and benchmarking reports, and identify opportunities to drive cost savings and operational efficiencies. In addition, you will collaborate closely with internal teams to streamline processes, support customer business planning, and deliver best in class service that strengthens partnerships and maximizes value for our customers. Position Summary Procurement 40% Develop and implement purchasing strategies in line with departmental and customer policies. Achieve measurable results in cost reduction and revenue support. Understand customer needs and ensure supplier selection meets operational requirements. Maintain strong supplier relationships and actively build new partnerships. Manage tenders, evaluate bids, and negotiate optimal terms. Draft, award, and execute supplier contracts. Take immediate corrective action when goods or services fail to meet standards. Technical Analysis & Data Management 35% Analyze data using advanced IT tools, including Excel, to identify trends and opportunities. Conduct spend analysis and monthly reporting to inform strategies and improvements. Provide insights through compliance and benchmarking reports. Support eProcurement onboarding and supplier setup. Examine data to determine opportunities or problem areas to provide feedback for improvement and development. Maintain and optimize Hilton Supply Management systems such as Smart Spend, Procure Wizard, and BirchStreet. Administrative / Support Activities 25% Build and maintain positive relationships with internal and external stakeholders. Provide project and administrative support, including document management and filing. Direct hotel, supplier, and cross functional inquiries to the appropriate contacts. Participate in departmental meetings and respond to management information requests. Deliver training and develop materials for presentations and pitches. In addition to performance of the essential functions, this position may be required to perform supportive duties as assigned from time to time, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the company or departmental objective. Direct Reports The role may have direct reports in the future, resource allocation will be reviewed to support business needs and future growth strategy of HSM. Qualifications & Skills Have the ability to work in a team oriented, collaborative environment. Demonstrate competence to manage multiple priorities and follow through on tasks to completion. Work attitude that exhibits flexibility, drive, good judgment, dependability and ambitions. Have a high degree of demonstrable computer skills. Adapt at communicating complex ideas and concepts in a manner that is easily understood across the organization. Have excellent interpersonal skills. Are exceptionally self motivated and directed. Are keen to attention to detail. Have superior analytical, evaluative, and problem solving abilities. Have demonstrated growth in continuous ongoing education and training in applicable topics. With excellent interpersonal skills, preferably gained in an international environment. With procurement or supply management related experience in the food & beverage category. With strong understanding of strategic sourcing and procurement environment. With relevant experience in deployment strategies, change management, application support and/or process improvement. With prior experience in the hospitality, food services, leisure, or retail industries. With functional knowledge of various global back office financial systems (e.g. PSFT, Sun, Navision). Who has superior analytical, evaluative, and problem solving abilities. Who is exceptionally self motivated, directed, and has a keen attention to detail. Who is business proficient in English and at least one other language. Who brings international experience. What will it be like to work for Hilton? Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 9,000 properties with more than 1.3M rooms in 141 countries and territories, Hilton offers countless opportunities. From an open door to a welcoming smile and an exceptional experience, we offer the millions of travellers who stay with us every year a welcome they will never forget. If you appreciate the impact global travel can have and have an affinity for the disciplines of Sales and procurement, you may be just the person we are looking for to join our team. Job Supply Management, Procurement, Purchasing, and Receiving

A major hospitality group is seeking a Procurement Manager for Food & Drinks in the UK & Ireland. This hybrid role involves developing purchasing strategies and managing supplier contracts for hotel properties. Ideal candidates will have strong analytical skills and prior experience in food & beverage procurement. Excellent interpersonal and communication skills are essential. Join an industry leader known for its commitment to exceptional service and global travel opportunities.

Job Description Director of Operations - Embassy Suites by Hilton Birmingham (HOT0CB6V) Job Number: HOT0CB6V Work Locations Embassy Suites Birmingham 2300 Woodcrest Place Birmingham 35209 Position Summary The Director of Operations provides senior leadership for hotel operations with primary oversight of Front Office, Housekeeping, Guest Services, and Food & Beverage operations, including Embassy Suites' Made to Order Breakfast and Evening Reception. This role partners closely with the General Manager to ensure seamless hotel performance and serves as the primary operational leader during periods when executive oversight is required. The Director of Operations is responsible for driving guest satisfaction, operational excellence, financial performance, and team engagement through visible leadership, cross functional coordination, cross department collaboration, and disciplined execution. Key Responsibilities Hotel & Operational Leadership Provide senior operational leadership across the hotel, ensuring continuity of operations and consistent decision making. Direct and coordinate the activities of key guest facing departments to deliver an outstanding guest experience. Serve as the escalation point for complex guest, operational, and team member matters. Lead executive level initiatives, operational priorities, and special projects as assigned. Ensure full compliance with Hilton, Embassy Suites, ownership, and regulatory standards. Maintain strong communication with department leaders to align performance, expectations, and priorities. Own and drive the hotel's Stay Experience and Guest Experience initiatives, ensuring consistent execution across all departments and guest touchpoints throughout the arrival, stay, and departure journey in conjunction with Stay Score, drive the Hilton Customer Promise. Front Office & Rooms Operations Oversee all Front Office and guest services operations including check in/check out, room inventory, availability, and system utilization. Monitor all rooms related systems and procedures that impact the guest experience. Ensure reservation, housekeeping coordination, and room readiness standards are consistently met. Oversee VIP and group arrival processes, amenities, special requests, and service delivery. Review daily operational and financial reports, analyze trends, and implement corrective actions. Lead service recovery efforts to resolve guest concerns and protect brand loyalty. Drive upselling and revenue enhancement initiatives. Adopt and champion Hilton's Travel with Purpose platform, ensuring responsible business practices, environmental stewardship, and community engagement are integrated into hotel operations and decision making. Housekeeping Operations Provide oversight and strategic direction for housekeeping operations in partnership with the Housekeeping Manager. Ensure cleanliness, service, and product quality standards are consistently achieved for guest rooms, public areas, restrooms, offices, and meeting/banquet spaces in accordance with federal, state, local, and company health, sanitation, and safety standards. Partner with the Housekeeping Manager to: Establish operational priorities and performance expectations. Support systems use and management. Participate in budgeting, forecasting, and inventory control. Ensure policy and procedure implementation and compliance. Review operational performance, productivity, guest feedback, and quality scores; provide guidance and corrective action as needed. Support the development of the housekeeping leadership team through coaching, mentoring, and performance management. Collaborate on recruitment, training, evaluations, recognition, and corrective action for housekeeping leadership roles. Ensure proper usage, storage, and labeling of chemicals and cleaning supplies through training oversight and compliance monitoring. Partner with Property Operations and other departments on rehabilitation, renovation, and capital improvement projects, ensuring minimal operational disruption. Food & Beverage Operations Provide operational oversight and leadership of Food & Beverage functions with emphasis on Made to Order Breakfast and Evening Reception. Ensure consistent food quality, service standards, and brand compliance. Manage labor, scheduling, inventory control, and expenses within approved budgets. Ensure compliance with health, safety, sanitation, and alcohol awareness standards. Conduct routine inspections of food and beverage operations. Utilize guest feedback and performance data to drive continuous improvement. Recruit, develop, and retain high performing team members and department leaders. Conduct performance evaluations, coaching, recognition, and corrective action as appropriate. Promote collaboration, accountability, and a positive work environment. Ensure completion and documentation of all required Hilton and brand training programs. Lead by example through visible, hands on operational involvement. Financial & Performance Accountability Support hotel financial performance through effective labor management, cost control, and operational efficiency. Participate in budgeting, forecasting, and performance review processes. Analyze operational data to identify trends, risks, and opportunities for improvement. Partner with department leaders to achieve guest satisfaction, quality, and profitability goals. Analyze monthly statement of operations and prepare written comments regarding the monthly statement of operations for the General Manager's review. Monitor and analyze guest experience data, satisfaction scores, and Stay Experience metrics; partner with department leaders to implement targeted improvement plans. Partner with department leaders to support sustainability initiatives, waste reduction, energy efficiency, and community engagement efforts aligned with Travel with Purpose goals. Qualifications 3-5+ years of progressive hotel leadership experience in a full service environment. Strong background in Front Office operations with demonstrated Food & Beverage leadership experience. Prior Hilton or Embassy Suites experience preferred. Proven ability to manage multiple departments and lead through complexity. Strong communication, leadership, and problem solving skills. What are we looking for? Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values: Hospitality - We're passionate about delivering exceptional guest experiences. Integrity - We do the right thing, all the time. Leadership - We're leaders in our industry and in our communities. Teamwork - We're team players in everything we do. Ownership - We're the owners of our actions and decisions. Now - We operate with a sense of urgency and discipline. In addition, we look for the demonstration of the following key attributes: Quality Productivity Customer Focus 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! EOE/AA/Disabled/Veterans Schedule Full time Brand: Embassy Suites by Hilton Job Guest Services, Operations, and Front Office

A prominent global hotel chain is seeking a Director of Operations for the Embassy Suites Birmingham. This role will oversee Front Office, Housekeeping, Guest Services, and Food & Beverage operations. Candidates need 3-5+ years of leadership experience in hotels, a strong focus on guest satisfaction and financial performance. The Director will drive operational excellence while ensuring compliance with brand standards and enhancing guest experiences across the hotel. The position emphasizes teamwork, communication, and the ability to lead through complexity.

A leading luxury hotel group based in London is seeking an experienced Director of Finance to lead financial operations for its new luxury hotel opening in 2026. The role involves oversight of financial strategy, performance monitoring, and compliance, while collaborating closely with senior management teams. Candidates should possess at least 5 years of senior leadership experience in hotel operations, a degree in Accounting or Finance, and advanced qualifications are highly desirable. Generous perks include a competitive salary and personal development programs.

A global hospitality company is seeking a Senior Analyst for Payroll & Compliance based in Glasgow. The role involves delivering payroll and compliance reporting, ensuring adherence to UK legislative requirements. Successful candidates should have experience in payroll calculations and strong analytical skills. The team offers an environment focused on collaboration and excellence, reflecting the company's commitment to providing the best payroll services.

Job Description - Senior Analyst Payroll & Compliance (EUR015RT) Job Description Senior Analyst Payroll & Compliance (EUR015RT) Work Locations Hilton - Area Office - Glasgow 191 West George Street Glasgow G2 2LD Position Summary Under the direction of the Payroll & Compliance Team Leader the Senior Analyst for Payroll & Compliance will deliver the day-to-day payroll, compliance reporting, tax analysis, and analytical processes as per our agreed timetable and Service level agreements. The analyst will be part of a dedicated customer focused team, whose goal is to offer best-in-class payroll and compliance services to our key stakeholders. We process payroll for approx. 10k UK employees throughout the UK and on behalf of 25 PAYE tax references/owners. Our role is to ensure that our processes for on-cycle payroll and off-cycle payroll are compliant with UK statutory requirements This will require meticulous attention to detail, the ability to understand and interpret statutory legislation within the Payroll Services and Employment Tax arena, and provide a high standard of accurate, detailed analytics, reconciliation, and compliance reporting. Some of the key projects for the UK Payroll & Compliance team are Import/Check payroll input in Oracle Cloud Payroll System, HMRC compliance reporting for PAYE; annual PSA analysis and reporting; P11Ds; Short Term Business Visitors annual return; Additional Holiday Pay monthly calculations; Pension auto enrolment compliance; SOX compliance and controls; Payroll Balance Sheet Reconciliations; General Ledger journals for Payroll; and dealing with HMRC & Employee queries. We are part of a fast-paced Payroll & Compliance industry - as statutory payroll and tax legislation changes regularly, and our business development opportunities, often results in our payroll team being involved in new initiatives and projects. In 2024, our Hilton Payroll Team were awarded the Global Team of the Year Award, presented by the Global Payroll Association. This demonstrates the fantastic teamwork and professionalism of our team, and our aim to deliver excellent service. Hilton UK Payroll & Compliance team is part of the wider Hilton Global Payroll Team. As such, our continued collaboration with our colleagues in Memphis, Virginia, Hyderabad, Watford, and throughout the organization, is an essential part of our continuous journey to provide the best-in-class Payroll and Compliance service to our customers. Key responsibilities You will work with the team to provide excellent customer service support to our key stakeholders and partners, such as our team members, our owners, Finance team, Tax Team, Audit, Technical systems, Pensions providers, P HR Exec Comp, Corporate HR, and Hotel Operations. You will provide accurate and efficient delivery of statutory payroll compliance analysis, reporting and reconciliations, and work closely with the Payroll and Compliance team, to ensure all tasks are delivered on time. Many of the tasks involve pre and post payroll report analysis, investigation, problem solving, interpretation and implementation of new legislation and processes impacting payroll and tax systems. What your day-to-day will be like: Ensure tasks are completed accurately and on time, in accordance with legislative requirements and deadlines. Liaise with peers across HR with reference to new starters, leavers, and other pay-impacting changes to Team Member details. Create and/or maintain management reports, including monthly results, quarterly and year-end reports (i.e., gross payroll, tax deductions, benefit deductions, etc.). Support specialised calculation activities, such as SSP, SMP, Company sick, company maternity pays and Additional holiday pay, and any other calculations as required. Delivery of high standard of reconciliations and presentation of data, and, have a positive and can-do attitude. Strive for continuous improvements. Enhance your skills and knowledge by attending training updates on legislation changes, webinar access to HMRC etc, and provide support to the business with change management activities. Be knowledgeable and current with UK Payroll and tax regulations, statutory requirements and pension legislation relating to Payroll, Pensions, Benefits-in-Kind, and employment related benefits always ensuring Hilton's compliance. Ensure auto enrolment pension processes are complied with for our various Owners' pension schemes, including re-enrolment and staging for new properties. Benefit in Kind analysis and reporting, such as P11D, PSA, Short Term business visitors. Liaison with HMRC, and other 3rd party partners as required. Office of National Statistics surveys and other related audit requests. Correspond in Service Now platform for any support tickets raised to us, or that should be raised by us to our I.T partners. How you will collaborate with others: Attending in-person meetings, MS Teams, Zoom calls, are an essential part of your daily collaboration with others. Work closely with key partners, such as Hilton Data Governance, Compensation& Benefits team, Pension providers and advisers, HR, Finance and Tax teams, Audit teams and Exec Comp to ensure compliance and business needs are met. Integrate with the global payroll and HR teams and provide support with business project calls, and audit calls as required. Liaise with our partners in Hyderabad, India, regarding payroll and compliance related tasks. What projects you will take ownership of: Payroll system testing of new software releases, to ensure compliance with payroll legislation and business requirements. Payroll system report development, and testing. Benefits-in-Kind analysis/review and reporting, Payroll Accounting, and Payroll Compliance activities and task deliverables. Pension auto enrolment compliance, including re-enrolment for our multiple owner schemes, and declarations are submitted timeously. Compliance analysis for business tax returns, such as PSA, Short Term Business Visitors return, HMRC monthly and annual returns, and other statutory tasks. Develop and maintain SOPs/Desktop Procedures, ensuring that key tasks are properly documented and updated in the event of change. Follow company process controls to ensure compliance with Company Policy, SOX, and audit requirements; ensure documentation is relevant and up to date. Follow the timetable of team tasks to ensure deliverables are met to ensure compliance with statutory & legislative deadlines. Daily payroll input relating to starters, leavers, HMRC instructions and information from hotels. Providing data for audit departments upon request What are we looking for? Previous experience in an Analyst or Senior Analyst role/capacity. In-depth knowledge and experience in the latest payroll and tax compliance procedures and legislation. Prior experience of UK statutory payroll calculations, e.g statutory sick pay, maternity pay calcs etc. Advanced excel skills including pivots, vlookups, advanced formatting skills are required. Knowledge and understanding of UK Pension auto-enrolment regulations. Demonstrate decision making, attention to detail, excellent analytical skills and customer care focus. Strong inter-personal skills and able to communicate and influence at all levels. Critical thinker, motivator, collaborative, problem solving abilities. Be able to use own initiative with 'can-do' approach, and able to mentor others if required. Thrive under pressure in a fast paced environment, being able to handle multiple demands and appropriately prioritise responsibilities. Ability to exercise sound judgment, critical thinking, quantitative & qualitative analytical skills and decision making skills to consider the relative costs and benefits of potential actions and to provide recommendations for optimal solutions. Strong inter-personal skills and able to maintain effective working relationships with co-workers, managers and clients with well-developed written and verbal communication and comprehension skills. Good knowledge of finance modules of an ERP system such as SAP, Oracle, PeopleSoft Travel up to 10% on occasion may be required. It would be useful if you have: Knowledge of Oracle Cloud Payroll/HR system and reporting Experience with HMRC Government Gateway System Understanding of payroll accounting practices such as journal entry posting, balance sheet reconciliations, trial balance reviews. Knowledge and understanding of UK Pension auto-enrolment regulations. Experience in Power BI Sharepoint Service Now