EXCEPTIONAL HOSPITALITY STARTS WITH YOU
The location for this position is virtual/remote (within the U.S.)
This is your opportunity to be part of Hilton's in-house Brands team of industry
experts, partnering directly with hotel leaders to elevate the guest experience
through structured service improvement efforts. The Service Improvement Program
focuses on Hilton's lowest-performing hotels, generally those in the bottom
5-10% of Service Quality performance as measured by Stay Score.
As a Senior Manager Service Improvement Program (Coach) reporting to the
Director Service Improvement Program, you will coach a portfolio of hotels
through Hilton's Service Improvement Program, helping leadership teams identify
opportunities, work through root cause analysis and process improvement
assessments, activate solutions, and sustain performance improvements over time.
You will be a trusted advisor, coaching on-property leaders, above-property
representatives, and their teams through a structured improvement journey that
drives meaningful, measurable, and sustainable change.
What you'll do during a typical day:
Coach assigned hotels through all phases of the Service Improvement Program
lifecycle (diagnosing, action planning, and activating)
Facilitate structured discussions to identify guest friction points, service
gaps, top problem root causes, and process improvement opportunities.
Coach hotel teams in building clear, actionable improvement plans that
address top problems and drive sustainable results.
Monitor progress against action plans and help teams stay focused on
execution and outcomes.
Serve as a trusted advisor to hotel leadership teams, providing coaching,
challenge, and guidance to accelerate performance improvement and sustain
results.
Analyze guest feedback, operational data, and field observations to inform
recommendations.
Navigate complex situations while balancing brand standards and owner
expectations.
Participate in calibration and consistency exercises to ensure alignment in
program delivery.
Manage travel and workload to support hotel engagement and program cadence.
How you'll collaborate with others:
Build strong, trust-based relationships with on-property leaders and
above-property representatives.
Partner with Brand Performance Support, Quality Assurance, Brand Management,
and other corporate teams to align on improvement priorities.
Act as a liaison between hotels and corporate partners to clarify
expectations and drive solutions.
Communicate effectively with stakeholders at all levels including senior
leaders, management companies, and owners.
Contribute to a collaborative team environment, sharing insights and best
practices across Coaches.
Projects you'll take ownership of:
End-to-end management of Service Improvement Program delivery, ensuring
consistent execution across an assigned portfolio of hotels
Progress tracking, reporting, and documentation of hotel improvement journeys
Coordinate hotel engagement schedules, travel planning, and follow-up
activities
Identify and communicate program trends, risks, and opportunities for
continuous improvement
WHAT IT TAKES TO MAKE THE STAY
You have these minimum qualifications:
Five (5) years of management experience in Hotel Operations
Three (3) years of experience as a General Manager, Executive Committee
Member, or Director on property
Valid Driver's license
Travel up to 75%
It would be useful if you have:
BA/BS Bachelor's Degree
Experience in service improvement, consulting, or operational excellence
programs
Experience or training in Root Cause Analysis and Process Improvement
Fluency in Spanish
Problem resolution and consulting skills to mitigate potential
conflicts/issues with general managers, owners, and internal customers while
upholding the integrity of the brand
HOW WE'LL HELP YOU THRIVE
At Hilton, the hospitality we're known for doesn't end with our guests. We
proudly invest in our Team Members' wellbeing, supporting you through all of
life's moments. When you join Hilton, our exceptional care extends to you with
unmatched perks and benefits, including:
Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with
room rates as low as $40/night at our world-class hotels through our Go
Hilton travel program
Own a piece of Hilton – Through our employee stock purchase program (ESPP),
you can invest in Hilton shares at a 15% discount to help build your
financial future
Paid parental leave – Because family matters. We offer paid leave for
eligible Team Members, including partners and adoptive parents
Personalized caregiving support – Access dedicated caregiving concierge
services to help navigate caregiving for yourself and your loved ones
Crisis concierge – In times of loss, our Crisis Concierge offers a single,
compassionate point of contact for both practical support and emotional care
Mental health resources – Your wellbeing comes first. Eligible Team Members
can access free counseling and support through our best-in-class Employee
Assistance Program (EAP)
Generous paid time off (PTO) – Recharge, relax, and take time for what
matters most
Health & welfare benefits – From checkups to dental cleanings to new glasses,
we offer a variety of health plans that keep you and your family covered
Financial security for your future – Our retirement plans make it easier to
save for what's next
Benefits availability may vary depending on Team Member's location as well as
terms and conditions of employment and are subject to the terms and conditions
of each specific program/plan.
Hilton offers its eligible team members a comprehensive benefits
[https://jobs.hilton.com/benefits] package to support their mental and physical
well-being, so they can Thrive personally and professionally. The pay range for
this role is $100,000 – $130,000 and is determined based on applicable and
specialized experience and location. Subject to plan terms and conditions, you
will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan,
consistent with other team members at the same level and/or position within the
Company.
#LI-REMOTE
Join an Award-Winning Workplace Culture
At Hilton, we don’t just deliver exceptional experiences for our guests—we build
an exceptional workplace for the Team Members who make it all possible. As a
global leader in hospitality, we’ve welcomed more than 3 billion guests
worldwide, all while staying true to our founding vision: to fill the earth with
the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World’s Best
Workplaces list by Great Place to Work and Fortune. With our suite of
world-class brands [https://www.hilton.com/en/brands/],
[https://urldefense.com/v3/__https://www.hilton.com/en/brands/__;!!ACWV5N9M2RV99hQ!O2xa4zGt-T01ceC-TUkMR1pfcFCVB7ok76P2VHgrYJIgwQs8Hw4LctiIL1cb1PVtH7hfkg0RhiUKqr1rbiE9oUenw2MC$] and
a company-wide commitment to providing the best stay for every guest, we’re
setting new standards for the future of travel.
Whether you’re starting your career or exploring something new, Hilton supports
your journey every step of the way. Come for the job, stay for the career—and
help us make every stay a little more magical.
Curious about life at Hilton? Explore our Careers Blog
[https://jobs.hilton.com/blogs] to see why we’re more than a great place to
stay—we’re a great place to work.