Senior Manager, Service Improvement Program

Hilton

. Coach assigned hotels through all phases of the Service Improvement Program lifecycle, including diagnosing, action planning, and activating .

Posted 9/15/2026full-timeRemote • Virginia • United StatesSenior💰 $100,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Service Improvement Program delivery, focusing on diagnosing service gaps, developing actionable improvement plans, and driving sustainable results in hotel operations. Proficient in analyzing operational data and guest feedback to inform strategic recommendations while maintaining brand standards.

Highest-signal resume keywords

Hotel Operations ManagementService Improvement ProgramsRoot Cause AnalysisFluency in SpanishProblem Resolution Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Service ImprovementOperational ExcellenceAction PlanningData AnalysisProcess Improvement

Soft Skills

CoachingCommunicationRelationship BuildingProblem Solving

Certifications & Qualifications

Valid Driver's License

Industry Keywords

Guest FeedbackHotel EngagementBrand StandardsConsultingTravel Management

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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