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About the Role
Lead the Executive Lounge operation with a focus on refined guest service, team performance, Food & Beverage execution, operational discipline, and revenue growth.
Responsibilities
- Recruit, train, coach, and develop the Executive Lounge team to deliver consistent, polished, and anticipatory service.
- Establish and maintain service standards, appearance, teamwork, and accountability standards.
- Manage scheduling, labor budgets, and departmental operations.
- Provide performance feedback, recognition, coaching, and corrective action.
- Deliver personalized service for Diamond Members and eligible guests.
- Anticipate guest needs, profiles, and preferences to create thoughtful experiences.
- Serve as the primary contact for guest requests, concerns, and service recovery.
- Coordinate VIP arrivals, special occasions, and pre-arrival requests with other departments.
- Maintain accurate guest profiles, support reservation-related processes, and ensure timely follow-up for unresolved concerns.
- Manage accurate Lounge access and digital key delivery for eligible guests.
- Oversee daily Executive Lounge operations, presentation, and service standards.
- Coordinate Executive Lounge and boardroom setup and presentation requirements.
- Partner with Culinary and Food & Beverage teams to maintain product quality, consistency, and appropriate offering levels.
- Enhance the guest experience through knowledgeable and personalized beverage service.
- Adjust staff and service levels based on business needs and guest flow.
- Support other Food & Beverage outlets as required.
- Maintain cleanliness, food safety, health and safety, and brand standards throughout the Executive Lounge.
- Support inventory management, cost control, and waste reduction initiatives.
- Manage effective communication with other departments and hotel leadership.
- Prepare and distribute operational, stay experience, and activity reports.
- Manage Executive Lounge boardroom booking requests.
- Monitor facilities and equipment, coordinate maintenance and deep cleaning as needed.
- Ensure compliance with EcoSure, food handling, and alcohol standards.
- Create memorable experiences and surprise and delight opportunities for Hilton Honors guests.
Requirements
- A degree or diploma in Hotel Management or equivalent.
- Minimum 2 years' guest service or Food & Beverage management experience.
- Excellent leadership, interpersonal, and communication skills.
- Calm, efficient, and organized approach to work.
- Professional personal presentation.
- A passion for delivering exceptional guest service.
- Must be legally eligible to work in Canada.
- Must be smart serve certified.
- Previous experience in an Executive Lounge or Food & Beverage experience in a hotel environment.
- Intermediate level experience with MS Office.
- Previous experience with hotel PMS systems is an asset.
Skills
- Leadership
- Interpersonal skills
- Communication skills
- Guest service
- Food & Beverage management
- MS Office
- Hotel PMS systems
Experience Level
- Minimum 2 years' guest service or Food & Beverage management experience
Education Level
- Degree or diploma in Hotel Management or equivalent
Benefits
- Competitive benefits package
- Discounts on products and services offered by Hilton Worldwide and its partners
About the Company
- Hilton Worldwide has been a leader in the hospitality industry since 1919.
- Hilton Worldwide remains a beacon of innovation, quality, and success.
- Hilton's core values include Hospitality, Integrity, Leadership, Teamwork, Ownership, and Now.
- Key attributes for Team Members include Living the Values, Quality, Productivity, Dependability, Customer Focus, Teamwork, and Adaptability.
- Hilton is committed to providing equality of services and access to facilities for all guests.
- Hilton has welcomed more than 3 billion guests worldwide.
- Hilton's award-winning culture has earned recognition on the World’s Best Workplaces list by Great Place to Work and Fortune.
- Hilton is setting new standards for the future of travel.
Equal Opportunity
- Hilton Hotels and Resorts are committed to providing equality of services, and access to facilities for all our guests.
- Accessibility for Ontarians with Disabilities Act (AODA) policy and plan information is available.