Hotel Manager

• Fairmont Mayakoba is a luxury resort nestled in the heart of the Riviera Maya, surrounded by lush mangroves, crystal-clear waterways, and pristine white-sand beaches. Known for its exceptional service and sustainable luxury, the resort offers a world-class hospitality experience in one of Mexico’s most stunning natural settings.

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 brand’s 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 accountability. In 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
• Owner’s Representatives
• Vendors and Contractors
• Government & Regulatory Bodies
• Consultants & Affiliated Educational Partners
• Corporate Office

What you will be doing:

STRATEGIC LEADERSHIP

• Champions Fairmont Mayakoba’s 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 brand's 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 hotel’s 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 Manager’s delegate in their absence, ensuring continuity of leadership and decision-making.
• Maintain a professional and transparent relationship with the Owner’s 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 Fairmont’s 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.

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 Bachelor’s 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

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 resort’s 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.