Managing Director, Operations (Multi-branded Hilton Properties across Riviera Maya)
The Managing Director, Operation position is a highly visible management role that requires a strong and experienced leader with the ability to lead and inspire performance across a portfolio of 4 Hilton multi-branded Luxury and All-Inclusive hotels in Mexico. In addition, the Managing Director also manages costs, service and quality standards, maximizes profits and cultivates revenue.
What will I be doing?
As Managing Director, Operations, you will oversee the overall performance and strategic direction of a multi-property portfolio, ensuring alignment with brand standards, ownership expectations, and market positioning. You will lead and support General Managers and Executive Teams in driving guest satisfaction, operational excellence, team engagement, and long-term profitability across the estate. Key responsibilities include:
Lead and execute the overall operational strategy across multiple properties.
Develop and implement performance-driven initiatives to enhance service delivery, financial outcomes, and cultural alignment.
Oversee short- and long-term financial and operational planning in alignment with company objectives.
Participate in regional performance reviews, growth partner calls, and strategic planning sessions.
Manage a portfolio of four hotels, directly overseeing General Managers and senior operations leaders.
Provide onboarding, performance evaluations, and professional development for GMs and direct reports.
Serve as the primary contact for owner relations management across the assigned properties.
Support hotel GMs in the development of annual budgets and forecasting.
Conduct regular property evaluations to maintain product and service quality standards and address guest feedback proactively.
Lead scalable operational efforts in areas such as:
- Labor & union negotiations
- Procurement & vendor management (including HSM and local supply chain)
- Entertainment programming and shared resources
- Strategic partnerships (e.g., DMCs, hotel activities, off-premises collaborations)
- Last mile/local sourcing not covered by centralized contracts
· Manage and track the travel budget associated with the role.
Analyze hotel performance data and implement measures to optimize profitability and guest satisfaction.
Champion Hilton Global and CALA strategies across the portfolio to ensure consistent brand delivery.
Support sales and marketing initiatives, both local and regional, in coordination with Hilton commercial teams.
Maintain strong owner relationships and serve as the voice of Hilton in relevant owner interactions.
Establish a proactive human resources approach focused on training, team member engagement, compliance, and succession planning.
Promote a culture of accountability, service excellence, and cross-property collaboration.
Support the identification and deployment of task force resources for openings or strategic projects.
Collaborate with Regional Directors to identify operational opportunities, cost savings, and efficiencies across the region.
What are we looking for?
The success in this role will demonstrate itself through the following attributes and skills:
Strategic and curious mindset with a strong track record of success within matrix-led operations.
Independent in managing an area team with minimal direction, leading projects, utilizing analytical skills, and presenting solutions.
A creative, business-minded, and strategic approach to problem-solving and performance improvement across the assigned portfolio of hotels.
A highly developed commitment to supporting an inclusive and diverse workforce.
Ability to communicate clearly and effectively with diverse stakeholder groups, including owners, asset managers, guests, team members, and the broader enterprise.
Strong prioritization skills with the ability to manage multiple projects and critical tasks under competing pressures in a fast-paced environment, while leveraging Hilton’s network and resources.
Excellent judgment in assessing risk, high integrity, and a strong work ethic — committed to consistently performing at the highest levels of competency.
To fulfill this role successfully, you should demonstrate the following minimum qualifications:
Minimum 3–5 years in a multi-property or regional leadership role, or experience as an Area General Manager (AGM).
At least 5 years as a General Manager, with significant experience within the CALA region and matrix organizations.
Experience managing third-party asset managers.
Effective communication and presentation skills.
Excellent problem-solving and organizational abilities.
Strong influencing, negotiation, and consensus-building skills.
Ability to manage multiple stakeholders and build strong relationships.
Proficiency in written and spoken English and Spanish.
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!