Company Description

Why Join Fairmont El San Juan Hotel

This is an opportunity to lead one of the Caribbean’s most iconic urban luxury resorts—where timeless elegance meets vibrant energy. The Hotel Manager plays a critical role in shaping the guest experience, driving performance, and elevating the hotel to its full luxury potential.

Job Description

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

Qualifications

Minimum 7–10 years of progressive leadership experience in luxury hospitality operations.

Prior experience as Hotel Manager, Director of Operations, or equivalent in a luxury resort or urban luxury hotel.

Bilingual (English and Spanish)

Previous experience in Union and Non- Union environment.

Proven track record of delivering strong financial and operational results.

Deep understanding of Rooms and Food & Beverage operations.

Experience in complex, high-volume environments with multiple outlets and entertainment offerings is highly preferred.

Core Competencies

Luxury Mindset: Understands that luxury is precision, consistency, and emotional engagement—not just aesthetics.

Visible Leadership: Highly present and engaged with guests and colleagues.

Operational Discipline: Drives structure, accountability, and execution excellence.

Strategic Thinking: Aligns daily operations with long-term business objectives.

Emotional Intelligence: Builds trust, handles conflict effectively, and inspires teams.

Results-Driven: Balances guest experience with strong financial performance.

Leadership Expectations

Lead by example with integrity, professionalism, and a passion for excellence.

Be relentlessly focused on eliminating guest friction and elevating service standards.

Foster a culture where “almost” is never acceptable.

Act as a steward of the Fairmont brand and the hotel’s legacy as a landmark destination.

Additional Information

What’s in it for you?
• Free Meals: Tasty meals on us every shift.
• Travel Discounts: Sweet deals at Accor hotels worldwide.
• Dry Cleaning: Free dry-cleaning for your work gear.
• Skill Up: Custom learning programs to boost your talents.
• Impact: Join our CSR, Sustainability, and DEI Committees.
• Level Up: Unlock new career heights with exciting growth paths.

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