Hotel Manager

Who are we?

Thompson Madrid is the meeting point between Madrid’s culture, contemporary art, and luxury lifestyle.

Organization - Thompson Madrid

Summary
Here, we live our purpose: “We care for people so they can be their best.” This means we take care of you so you can grow, learn, and give your best every day. We believe in the power of belonging and in creating a culture of care, where every talent feels part of a family.

Position Overview
The mission of this position is to lead hotel operations, ensuring excellence across all areas of the property. The Hotel Manager will focus on maximizing profitability through exceptional service and by fostering a culture of excellence within the team, fully aligned with Hyatt brand values and standards. The role reports directly to the Cluster General Manager and works closely with the owning company, Hyatt Support Services and Department Heads to ensure operational excellence and guest satisfaction.

Key Responsibilities
Live Hyatt values at all times and in every decision.

Represent the Thompson brand in every interaction, creating emotional connections and acting as a constant driver of unique and unforgettable experiences, fostering guest loyalty to both Thompson and Hyatt.

Lead and inspire Department Heads, aligning their performance with brand values and standards.

Strategic and Financial Management
Oversee daily operations to ensure service excellence.

Ensure compliance with KPIs, quality standards, internal policies and procedures.

Supervision of daily operations to ensure operational excellence in service.

Monitor and optimize revenues, GOP and overall property profitability.

Maintain cost control, ensuring alignment with approved budgets.

Develop, implement and monitor the annual budget.

Identify opportunities and develop new strategies based on market trends.

Manage food and beverage partners and negotiate agreements.

Leadership and Team Development
Instill a culture of excellence through strong leadership.

Develop and monitor the performance of Department Heads.

Embrace and promote a culture of care, diversity, equity and inclusion.

Encourage and support professional growth and development of the team.

Monitor employee satisfaction and create action plans to improve engagement.

Comunicación, Guest Experience y Reportes
Manage operations with exceptional attention to detail to ensure excellence.

Monitor guest satisfaction and implement action plans as needed.

Ensure outstanding service that drives guest satisfaction and repeat visits.

Safeguard the reputation of the brand and the company.

Provide transparent and accurate reports to stakeholders.

Prepare reports covering financial performance, forecasts and the strategic planning process.

Develop and maintain relationships with ownership groups, local partners and suppliers.

Build trust-based relationships with owners through proactive communication.

Compliance, Sustainability and Safety
Ensure compliance with local laws, health and safety regulations and corporate policies.

Lead crisis management and implement appropriate contingency plans.

Protect the safety and wellbeing of guests and hotel assets.

Drive sustainability initiatives and corporate social responsibility actions.

Ensure the hotel’s financial success and guest satisfaction by exceeding key performance indicators.

Collaborate with Sales and Marketing teams to develop revenue-generating strategies.

Anticipate market trends and capitalize on new opportunities.

Ensure maintenance, safety and guest satisfaction standards are met.

Conduct regular inspections to ensure compliance with quality requirements and brand standards.

Key Performance Indicators (KPIs)

GOP y EBITDA

Guest satisfaction and loyalty indicators

Team engagement and talent retention metrics

Market share growth in revenue

Compliance with brand standards and operational audits.

Qualifications
Bachelor’s or Master’s degree in Business Administration, Hotel Management or a related field.

Minimum of 5 years of experience in hotel management within 5-star hotels or luxury resorts.

Previous experience in Food and Beverage operations and event management, with a strong focus on profitability and service excellence.

Strong…