With 26 brands and over 9,100 hotels globally, Hilton welcomes millions of guests each year and strives to be the Best Place to Stay, no matter the trip occasion, price point, or destination. Our Team Members uphold our Customer Promise of Making it Right, delivering a friendly and reliable stay for every guest, every time.
Say hello to Sophia Sorrentino, a rising leader at the iconic New York Hilton Midtown. After graduating from High Point University, Sophia joined Hilton’s 2025 Management Development Program and quickly stood out, earning a promotion while in the program. She’s already making her mark at New York City’s largest hotel!
Discover more about Sophia and the exciting start to her on-property career with Hilton.
What is your favorite part about working on-property?
“The people. Every morning, I’m greeted by Team Members that encourage me to have a great day. The culture of respect, hard work, and teamwork makes even the busiest days rewarding. I’ve learned so much from colleagues of different backgrounds, which has strengthened both my interpersonal skills and leadership style.”
What does a day-in-the life look like in housekeeping?
“I wear a few different hats, so no two days are ever the same! In my administrator role, I prepare room assignment sheets and ensure managers are set up for a successful day with their teams. When I’m on the floors, I conduct VIP inspections, perform occupancy checks, and support room attendants to ensure we're achieving our goals for the day. Occasionally, I also cover PM shifts, working alongside the evening team to make sure every guest room is ready and up to brand standards.”
What are some projects you've worked on since you started at the Hilton New York Midtown?
“One of my first initiatives focused on ensuring team members had consistent access to proper equipment. I also began redesigning our Monthly Cleanliness Score presentations to make them more engaging and motivating for the team. Most recently, I’ve worked on improving how we track and organize room attendants’ daily productivity. Being trusted with these projects has allowed me to think strategically while still staying connected to the team’s day-to-day needs.”
How did you Make It Right for a guest recently?
“Although Housekeeping is primarily back-of-house, we play a critical role in guest satisfaction. Recently, a guest was anxious about a sentimental item left behind. I worked quickly with our team and security to trace, locate, and coordinate the safe return of the item. Keeping the guest updated throughout the process helped reassure them that we genuinely cared. Moments like that remind me that even behind the scenes, we have the power to create positive experiences for guests.”
How have the learning and development opportunities in MDP contributed to your growth?
“MDP programming like Lead@Hilton, Harvard ManageMentor, and Hilton University gave me tangible tools to set achievable goals, strengthen my leadership style, and build a business case. Also, having an on-property mentor who meets with me regularly to talk through my goals, challenges, and day-to-day experiences has been invaluable. The combination of structured learning and real-world application has truly set me up for long-term success.”
What advice would you give to students considering a career in on-property? How can they stand out if they don’t have previous on-property/hospitality experience?
“If you don’t have prior hospitality experience, don’t let that hold you back. What truly matters is your attitude. Show up willing to learn, stay adaptable, and don’t be afraid to make mistakes and grow from them. A positive mindset and strong work ethic will set you apart every time.”
