Director of Operations

Job description

Exceptional Hospitality Starts with You Picture yourself brightening someone’s day. When you join our Hotels team, that’s exactly what you’ll do every time you come to work! As a Director of Operations at Hilton London Paddington , you’re not just directing daily hotel operations – you’re spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.

Responsibilities

Here's what you'll do during a typical day

Provide strategic leadership across hotel operations by directing all day-to-day operational functions, ensuring exceptional commercial performance, guest satisfaction, operational excellence, and full compliance with Hilton and brand standards. Drive the hotel's operational and financial strategy , taking ownership of operational budgets, forecasting, business planning, resource allocation, and performance delivery to achieve ambitious revenue and profit targets.

Champion a culture of service excellence , analysing guest insights, market trends, and operational performance to shape and execute strategies that continually elevate the guest experience and strengthen the hotel's competitive position. Lead performance and productivity initiatives across the operation, identifying opportunities to improve efficiency, optimise resources, enhance profitability, and deliver sustainable business results.

Oversee quality, risk and compliance programmes , ensuring rigorous operational standards, effective service recovery processes, and consistent achievement of guest satisfaction, quality assurance and brand metrics. Act as a key member of the Executive Committe e, partnering with the General Manager to influence strategic direction, drive change initiatives, and deliver the hotel's long-term business objectives. Develop and inspire a high-performing leadership team , creating a culture of accountability, engagement and continuous development while building succession pipelines for future talent.

Lead strategic stakeholder and commercial partnerships , managing relationships with owners, corporate partners, local businesses and third-parties, to drive operational excellence, brand alignment and commercial performance while representing the hotel and Hilton brand.

Qualifications

What It Takes to Make the Stay At Hilton, our core values define what it takes to succeed here and guide the qualities we look for in every team member: A passion for spreading the light and warmth of Hospitality . Acting with Integrity and always doing the right thing. Inspiring others through Leadership . A belief that Teamwork drives the best outcomes. A sense of Ownership and accountability. And a focus on the Now , bringing urgency and discipline to every moment, knowing it can make a lasting impact.