Director of Luxury Resort Operations

Kerzner International; El Monteon; Sur place; MXN 1 800 000 - 3 000 000; Plein temps

Résumé du poste

One&Only Mandarina in Riviera Nayarit is seeking an experienced Hotel Manager to lead day-to-day operations across all hotel divisions, reporting to the Regional General Manager. This hands-on role balances strategic planning with operational execution to deliver ultra-luxury guest experiences and uphold brand standards.

You will oversee guest satisfaction, financial performance, CAPEX projects, budgets, and team development, while ensuring compliance and safety across the property.

Qualifications

• Minimum 3 years of leadership experience in luxury hospitality or 5-star resorts.
• Proven ability to drive financial performance, budgeting, and cost control.
• Experience with ultra-luxury brands and Forbes Travel Guide standards (preferred).
• Fluent in English and Spanish; additional languages are an advantage.
• Bachelor’s degree in Hospitality Management or related field preferred.

Responsabilités

• Support the Regional General Manager in the overall leadership and strategic direction of the resort.
• Oversee and coordinate the full operation of all hotel divisions, ensuring alignment, efficiency, and exceptional service delivery across departments.
• Drive the creation of unforgettable guest experiences, ensuring personalized, anticipatory, and intuitive service in line with ultra‑luxury standards.
• Ensure full compliance with One&Only brand standards and Forbes Travel Guide criteria, consistently aiming for top‑tier ratings.
• Monitor and improve guest satisfaction metrics, online reputation, and service recovery processes.
• Lead daily operations, including arrivals, VIP coordination, and high‑profile guest engagement.
• Conduct arrivals meetings in the absence of the General Manager.
• Lead and coordinate weekly operational meetings with all Division Heads.
• Conduct daily inspections of rooms and public areas alongside Executive Housekeeper and Chief Engineer to ensure impeccable standards.
• Oversee preventive maintenance programs and ensure asset protection and upkeep across the property.
• Develop, manage, and follow up on CAPEX projects that enhance guest experience and operational efficiency.
• Prepare and manage annual budgets in coordination with Division Heads, ensuring alignment with financial targets and profitability goals.
• Drive revenue optimization, cost control, and operational efficiencies across all departments.
• Ensure effective implementation of training programs, focusing on luxury service culture and continuous development.
• Establish performance goals and conduct evaluations for direct reports, fostering leadership development and succession planning.
• Ensure compliance with company policies, procedures, and local regulations.
• Handle guest complaints and complex service recovery situations with professionalism and urgency.
• Represent the General Manager when required, including direct interaction with guests regarding concerns or escalations.
• Build strong relationships with guests, employees, and the local community, representing the brand at all times.
• Promote a positive work environment that supports employee engagement, wellbeing, and high performance.

Description du poste

One&Only Mandarina in Riviera Nayarit is seeking an experienced Hotel Manager to lead day-to-day operations across all hotel divisions, reporting to the Regional General Manager. This hands-on role balances strategic planning with operational execution to deliver ultra-luxury guest experiences and uphold brand standards.

You will oversee guest satisfaction, financial performance, CAPEX projects, budgets, and team development, while ensuring compliance and safety across the property.