The Hotel Manager is a key member of the Executive Leadership Team and serves as the operational leader of Fairmont El San Juan Hotel, an iconic urban luxury beach resort known for its vibrant entertainment, elevated guest experiences, and world-class service.
Reporting to the General Manager, the Hotel Manager is responsible for driving operational excellence across all divisions, ensuring the seamless execution of Fairmont luxury standards, and delivering exceptional financial and guest satisfaction results.
This role requires a highly visible, hands-on leader who embodies Fairmont’s culture, inspires colleagues, and ensures that every guest interaction reflects sophistication, warmth, and precision.
1. Operational Leadership & Excellence
Oversee all day-to-day hotel operations, including Rooms, Food & Beverage, Spa, Security, and Engineering.
Ensure flawless execution of luxury service standards with a focus on consistency, personalization, and attention to detail.
Lead daily operational briefings and actively engage in floor presence to eliminate guest friction points.
Drive the implementation of preventive maintenance, quality assurance programs, and service rituals.
2. Guest Experience & Brand Delivery
Champion the end-to-end guest journey, ensuring an intentional and curated luxury experience.
Personally engage with VIP guests and oversee service recovery to exceed expectations.
Ensure alignment with Fairmont brand standards, positioning the hotel as a leader in urban luxury resorts.
Foster a culture of “anticipatory service” and emotional connection with guests.
3. Financial Performance & Accountability
Partner with Finance and Revenue Management to achieve and exceed budgeted GOP, RevPAR, and departmental profitability targets.
Monitor operational expenses, labor productivity, and cost efficiencies without compromising service quality.
Drive revenue optimization strategies across Rooms and F&B in collaboration with Sales & Marketing and Revenue teams.
4. Leadership, Culture & Talent Development
Lead, coach, and develop a high-performing Executive Committee and department heads.
Drive a culture of accountability, engagement, and continuous improvement.
Promote a positive and inclusive work environment aligned with Fairmont values.
Address performance gaps decisively, including implementing corrective and disciplinary actions when necessary.
5. Quality Assurance & Asset Management
Ensure all physical spaces, guest rooms, and public areas are maintained to the highest luxury standards.
Collaborate on capital projects, renovations, and long-term asset improvement plans.
Uphold cleanliness, presentation, and product quality across all outlets and facilities.
6. Safety, Compliance & Risk Management
Ensure full compliance with health, safety, and regulatory requirements, including HACCP and brand audits.
Maintain a secure environment for guests and colleagues in partnership with the Security team.
Proactively manage operational risks and crisis situations with professionalism and urgency.
Key Performance Indicators (KPIs)
Guest Satisfaction & Loyalty Scores (LQA, TrustYou, ALL Accor)
RevPAR Index (RGI) and ADR growth
GOP and departmental profitability
Labor productivity and cost ratios
Service recovery resolution time and effectiveness
Employee engagement and retention scores
Brand audit and quality assurance results