Join the Hampton by Hilton Lisbon City Centre Baixa Pre-Opening Team as Guest Operations Manager and bring Hamptonality to life in Lisbon.
At Hampton, we are more than a hotel brand — we are a culture. Our unique personality, known as Hamptonality, is at the heart of everything we do, connecting our people, our teams, and every guest experience — being Friendly, Authentic, Caring, and Thoughtful. You don’t just serve guests, you make them happy. That’s the Hampton DNA.
Are you ready to begin an exciting journey in the vibrant city of Lisbon? Hampton by Hilton Lisbon City Centre Baixa, part of the Iberian Peninsula, is set to open soon in one of the city’s most dynamic neighborhoods — just steps away from Time Out Market and Cais do Sodré.
Imagine working for the #1 World’s Best Workplace, surrounded by inspiring views and an energetic urban atmosphere. This is your opportunity to be part of the Hilton legacy in a city celebrated by the World Travel Awards.
A Guest Operations Manager is responsible for supporting in the smooth and efficient day-to-day operation of the hotel, with primary responsibility for the Rooms Division, Food & Beverage and overall guest experience. A Guest Operations Manager will ensures that Front Office, Housekeeping and Guest Services operate seamlessly, delivering a consistently high-quality, friendly and efficient experience for all guests. The Guest Operations Manager drives guest satisfaction, team engagement, cost control and operational excellence across the property. The role is very hands-on and operational.
What will I be doing?
As a Guest Operations Manager, you will be responsible for the effective leadership and coordination of hotel operations, with a strong focus on Rooms Division performance and cross-departmental collaboration. A Guest Operations Manager is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:
Oversee all Rooms Division operations, including Front Office, Housekeeping and Guest Services, ensuring smooth daily operations and effective interdepartmental communication
Act as the General Manager’s key operational support, stepping in as required to ensure continuity of leadership and decision-making
Provide operational leadership during the breakfast service, a core business activity within the Food & Beverage department
Ensure all departments operate in full alignment with brand standards, Hilton policies and applicable local regulations
Manage the Guest Operations budget, controlling expenses and flexing labour costs in line with business volumes and demand
Work closely with all hotel departments to ensure a collaborative, efficient and guest-focused operation
Provide operational support to other departments when required, particularly during peak business periods
Monitor and analyse guest satisfaction scores, reviews and feedback, identifying trends and implementing continuous improvement initiatives
Ensure consistently high standards of service delivery and brand compliance across all guest operations shifts
Handle escalated guest issues in a professional, proactive and solution-oriented manner
Lead, motivate and develop the Rooms Division and Food & Beverage teams, fostering a positive and high-performance culture
Ensure effective recruitment, onboarding, training and ongoing development of team members
Conduct regular communication meetings, ensuring actions and follow-ups are clearly documented and implemented
Ensure staffing levels are aligned with business volumes, productivity targets and seasonal demand
Monitor stock levels and operational costs to support profitability
Ensure high standards of cleanliness, presentation and service across all guest-facing areas
Ensure full compliance with hotel security, fire, HACCP, health and safety regulations
Maintain a strong working knowledge of the Property Management System and other key operational systems
Ensure correct use and active promotion of the Hilton Honors loyalty program
Prepare operational reports as required by the General Manager
Perform additional duties as assigned by the General Manager
What are we looking for?
Guest Operations 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, behaviors, skills, and values that follow:
Previous experience in Rooms Division, Front Office or Operations Management within a hotel environmentBasic understanding and knowledge of Food & Beverage standards and operationsStrong leadership skills with the ability to engage, motivate and develop teamsExcellent organisational, planning and problem-solving skillsStrong guest-focused mindset with a passion for service excellenceGood financial and commercial awarenessAbility to remain calm and effective under pressureFlexible and adaptable approach to a fast-paced operational environmentStrong communication skills, with the ability to work effectively across all departments
It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
Familiar with Property Management SystemsA degree or diploma in Hotel Management or equivalentExperience in a busy city or lifestyle hotel environment
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!