Hotel Manager

Reports to: General Manager

The Hotel Manager is a key Executive Committee member responsible for leading the strategic direction and operational execution across all major divisions of Fairmont Mayakoba including but not limited to Food & Beverage Rooms Recreation POMEC Wellnes and Security. This role partners closely with fellow executive leaders to ensure alignment with the Fairmont brands luxury standards and to deliver an exceptional guest experience throughout every stage of the guest journey.

Reporting directly to the General Manager the Hotel Manager plays a pivotal role in driving collaboration across senior leadership ensuring financial performance and championing a culture of excellence innovation and the absence of the General Manager this position assumes full operational leadership of the property and serves as a trusted liaison with hotel ownership to safeguard long-term value and business continuity.

Key Interations:

• Internally
• Executive Committee Peers
• Department Heads
• Operational Leaders and Colleagues

Externally

• Guests and VIPs
• Owners Representatives
• Vendors and Contractors
• Government & Regulatory Bodies
• Consultants & Affiliated Educational Partners
• Corporate Office

What you will be doing:

STRATEGIC LEADERSHIP

• Champions Fairmont Mayakobas vision and execute initiatives aligned with the strategic direction of the General Manager and ownership group and assume responsibilities in their absence.
• Leads executive-level discussions offering insights on financial performance operational challenges and strategic opportunities.
• Balances strategic decison-making with guest satisfaction employee engagement and sustainable profitability.
• Represent the hotel in the local and international hospitality community upholding the brands luxury positioning.

ENSURES LUXURY GUEST JOURNEY FROM PRE-ARRIVAL TO POST-DEPARTURE                

• Oversee and elevate the entire luxury guest journey from pre-arrival to post-departure ensuring service excellence at every touchpoint.
• Lead operational teams in achieving guest experience KPIs (e.g. LQA Forbes TrustYou) using guest feedback and data analytics to drive continuous improvement.
• Maintain a strong presence in guest areas personally welcoming VIPs and key guests to reinforce brand standards and relationship-building.
• Proactively address and resolve guest concerns implementing long-term solutions to enhance satisfaction and loyalty.
• Communicate effectively and promptly with the leadership team on urgent or high-impact guest-related matters.
• Serve as a visible ambassador of the Fairmont brand modeling its values and service culture to both internal teams and external stakeholders.
• Stay abreast of industry trends and competitive activity introducing innovative service enhancements to maintain a leading market position.
• MAXIMISES REVENUE INFLOW AND COST
• Sets plans and directs operational departments to achieve agreed goals of gross operating profit through attaining competitive RevPar Index and Average Check.
• Supports the hotels annual budgeting process by preparing all operational department budgets related to expenses managing budget ensuring that expenses incurred are within budget and in line with the established guidelines.
• Ensures intelligent use of funds available by optimizing spending yet ensuring availability of funds for needed improvements and new initiatives.
• Prepares and presents regular performance reports to ownership head office and the General Manager.

SEEKS CONSTANT IMPROVEMENT OF QUALITY IN PRODUCT AND SERVICES 

• Collaborate with department heads to ensure F&B offerings service sequences and guest touchpoints remain competitive innovative and aligned with luxury trends.
• Ensure all Standard Operating Procedures (SOPs) Local SOPs (LSOPs) Forbes and LQA standards are current and effectively implemented achieving set KPIs.
• Oversee all CAPEX planning and project execution ensuring timely delivery and budget alignment.
• Oversees service delivery across all departmetns continuously elevating standards to exceed guests and stakeholder expectations.
• Manage safety security and risk mitigation protocols to safeguard guests colleagues and physical assets in accordance with the hotel values and compliance standards.
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• INTER-DIVISIONAL/STAKEHOLDERS LIAISON
• Act as the General Managers delegate in their absence ensuring continuity of leadership and decision-making.
• Maintain a professional and transparent relationship with the Owners Representative delivering regular updates and aligning on strategic initiatives.
• Foster synergy and cross-collaboration among operational departments to deliver a unified luxury experience.
• Build and maintain strategic partnerships with local authorities business groups and tourism stakeholders to enhance hotel visibility and influence.

PEOPLE & CULTURE LEADERSHIP

• Lead coach and evaluate operational leaders ensuring alignment with Fairmonts leadership model and performance expectations.
• Partner with the Director of People & Culture to support succession planning talent development and recruitment for key operational roles.
• Set yearly department goals and follow-up as and when required.
• Promote a culture of engagement inclusivity recognition and professional growth across all departments.
• Ensure consistent management coverage and active leadership presence during peak operating hours.
• Champion employee welfare well-being and performance recognition programs.
• Respond effectively to crisis situations ensuring safety business continuity and stakeholder communication.

Qualifications :

Experience

• Minimum 5 years relevant experience with at least 2 years at Executive Committee level within a large-scale high-volume luxury asset
• Past experience with capex planning and management
• Experience with Ideas RMS Opera PMS Passkey Delphi or Opera Sales and Catering preferred

Education

• Diploma or Bachelors degree in Hospitality Hotel Management or related field
• Competencies Knowledge & Skills

• Strong financial acumen in budgeting revenue optimization labour cost management forecasting inventory management and cost control
• Skilled in data analysis and strategic decision making in fast-paced competitive environments

• Proven ability to develop lead and motivate high-performing teams in alignment with luxury brand standards

• Exceptional customer service orientation with a keen eye for detail a results-driven mindset and an approachable leadership style
• Adept at managing demanding and high-profile clientele consistently enhancing guest satisfaction and loyalty
• In-depth knowledge of international luxury standards market trends and service innovation
• Strong business acumen with excellent judgement and problem-solving abilities under pressure
• Outstanding communication presentation and interpersonal skills to engage effectively with diverse stakeholders
• High attention to detail and a commitment to luxury presentation standards representing the Fairmont brand with integrity and professionalism
• Strong delegation and organizational skills with the ability to prioritize effectively in a dynamic environment
• Self-motivated and proactive demonstrating initiative and adaptability in evolving operational contexts
• Committed to maintaining the security and confidentiality of guest and hotel information

Personal Attributes

• Charismatic and emotionally intelligent leader known for diplomacy resilience and the ability to build strong trust-based relationships
• Committed to cultivating collaborative high-performing teams through empowerment recognition and shared accountability
• A polished positive and professional brand ambassador consistently representing Fairmont with integrity and poise
• Detail-oriented and passionate about luxury hospitality innovation and continuous improvement
• Adaptable and flexible thriving in dynamic high-pressure environments while upholding the highest standards of excellence and professionalism

Additional Information :

WHAT IS IN IT FOR YOU:

• Employee travel program with discounted room rates and food & beverage savings at Fairmont and Accor properties worldwide
• Access to exclusive colleague rates at participating resorts across the region
• Discounts at our resorts Food & Beverage outlets
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities.
• Other benefits: Housing allowance Meal vouchers Savings fund and Medical insurance
• Competitive Salary
• Visa and work permit assistance

Our Commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Remote Work :

No

Employment Type :

Full-time