Background
Founded in 1919, Hilton is one of the world's most recognised hospitality brands, operating more than 570 hotels and resorts across six continents (now substantially more globally). Renowned for exceptional guest experiences, innovation and operational excellence, Hilton has built a reputation as one of the world's leading hospitality companies.
To support the continued operation of its UK corporate headquarters in Watford, Hilton required an experienced Workplace Services Manager capable of leading all workplace operations while delivering the high standards synonymous with the Hilton brand.
Recognising our specialist expertise in Facilities and Workplace recruitment, Hilton appointed Maxwell Stephens exclusively to manage the search and selection process.
The Challenge
The Workplace Services Manager would take full responsibility for the day-to-day management of Hilton's corporate office environment, ensuring employees, visitors and stakeholders experienced a safe, efficient and high-quality workplace.
The successful candidate would oversee a broad range of workplace services, combining operational leadership, contractor management, Health & Safety and business continuity responsibilities within a fast-paced corporate environment.
Key responsibilities included:
- Managing the daily operation of Workplace Services across the corporate headquarters.
- Leading outsourced service providers and contract partners.
- Managing building operations and Facilities programmes.
- Overseeing workplace projects and office improvements.
- Coordinating business continuity and emergency response planning.
- Managing catering, cleaning, mailroom and office support services.
- Overseeing workplace security, parking and access management.
- Managing telecommunications and office infrastructure.
- Supporting sustainability initiatives, including BREEAM implementation.
- Leading Health & Safety compliance, inductions and workplace inspections.
- Managing supplier relationships and procurement activities.
- Participating in tender processes and continuous service improvement.
The role required a highly organised and commercially aware Facilities professional capable of balancing operational efficiency with exceptional customer service while maintaining Hilton's globally recognised workplace standards.
Our Approach
As Hilton's exclusive recruitment partner, Maxwell Stephens undertook a targeted executive search focused on experienced Workplace and Facilities Management professionals from premium corporate environments.
The successful candidate needed to possess a broad operational skillset together with the leadership qualities required to manage multiple workplace services simultaneously.
We focused our search on professionals with:
- Extensive Corporate Workplace and Facilities Management experience.
- Leadership of outsourced Facilities and Workplace Services.
- Strong contractor and supplier management capability.
- Health & Safety leadership and statutory compliance expertise.
- Business continuity and emergency planning experience.
- Sustainability and environmental management knowledge.
- Procurement and tender management experience.
- Excellent communication and stakeholder management skills.
- Technical understanding of commercial buildings and building services.
Beyond technical capability, Hilton sought someone with exceptional attention to detail, a proactive mindset and the ability to create a workplace experience reflecting the quality of one of the world's leading hospitality brands.
Every shortlisted candidate was rigorously assessed for leadership style, customer service ethos and cultural alignment alongside their technical expertise.
The Outcome
Following a comprehensive executive search, Maxwell Stephens successfully appointed an exceptional Workplace Services Manager who closely matched Hilton's operational, technical and cultural requirements.
The successful candidate brought significant experience leading Workplace and Facilities operations within corporate environments, together with strong expertise in contractor management, Health & Safety and workplace service delivery.
Since joining Hilton, they have successfully:
- Enhanced the day-to-day operation of Workplace Services.
- Strengthened contractor performance and service standards.
- Improved Health & Safety governance and compliance.
- Supported business continuity and workplace resilience.
- Delivered workplace improvement initiatives.
- Managed supplier relationships and procurement activities.
- Helped create a safe, productive and engaging environment for employees and visitors.
- Continued driving operational excellence across Hilton's corporate headquarters.
Their collaborative leadership style and commitment to service quality have made them an integral part of Hilton's Workplace Services function.
Specialist Recruitment for Workplace & Facilities Leadership
Corporate organisations such as Hilton require Workplace leaders capable of combining operational expertise with exceptional customer service and commercial awareness.
Through our specialist Facilities Management recruitment expertise and retained executive search methodology, Maxwell Stephens successfully delivered a Workplace Services Manager who continues to support Hilton's commitment to operational excellence and employee experience.
Candidate Testimonial
"Peter and the entire Team at Maxwell Stephens are extremely professional, personable, incredibly well connected and wholeheartedly understand Facilities Management. Professionally I consider them to be consummate recruitment specialists that are in touch with the market place. I thank them for the efforts helping me secure my most recent assignment."