Senior Manager, Service Improvement Program

🔥 18 hours ago

⚔️ Virginia – Remote

⚔️ Virginia – Remote

💵 $100k - $130k / year

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 0%

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Hilton

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1919

🏨 Hospitality

✈️ Travel

Hospitality • Travel

Hilton is a global hospitality company that operates and franchises a large portfolio of hotels and resorts across the Americas, Europe, the Middle East, Africa, and Asia Pacific. The provided information focuses on careers and team member resources — highlighting hotel, corporate, and student/early-career paths, benefits, locations, and multilingual support — reflecting Hilton’s role as an international employer in the lodging and guest-services industry. Hilton’s core business centers on providing accommodations, guest experiences, and hospitality services worldwide.

📋 Description

• Coach assigned hotels through all phases of the Service Improvement Program lifecycle, including diagnosing, action planning, and activating • Facilitate structured discussions to identify guest friction points, service gaps, root causes, and process improvement opportunities • Coach hotel teams in building actionable improvement plans and driving sustainable results • Monitor progress against action plans and support execution and outcomes • Advise hotel leadership teams through coaching, challenge, and guidance • 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 • Manage travel and workload to support hotel engagement and program cadence • Build trust-based relationships with on-property leaders and above-property representatives • Partner with Brand Performance Support, Quality Assurance, Brand Management, and other corporate teams • Liaise between hotels and corporate partners to clarify expectations and drive solutions • Communicate with senior leaders, management companies, and owners • Share insights and best practices across Coaches • Manage end-to-end Service Improvement Program delivery across an assigned portfolio of hotels • Track progress, reporting, and documentation of hotel improvement journeys • Coordinate hotel engagement schedules, travel planning, and follow-up activities • Identify and communicate program trends, risks, and continuous improvement opportunities

🎯 Requirements

• 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% • 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

🏖️ Benefits

• 110 nights of deeply discounted travel, with room rates as low as $40/night through the Go Hilton travel program • Employee stock purchase program (ESPP) with Hilton shares available at a 15% discount • Paid parental leave for eligible Team Members, including partners and adoptive parents • Personalized caregiving concierge services • Crisis Concierge support • Free counseling and support through the Employee Assistance Program (EAP) for eligible Team Members • Generous paid time off (PTO) • Health and welfare benefits, including health plans, dental coverage, and vision coverage • Retirement plans • Eligibility to participate in the Hilton Annual Incentive (Bonus) Plan, subject to plan terms and conditions