The Hotel Manager is a key member of the hotel's Strategic Forum, working closely with the General Manager to provide strategic and operational leadership across the property. The role is responsible for ensuring the seamless performance of hotel operations, exceptional guest experiences, strong financial results, and effective collaboration across departments. The Hotel Manager provides leadership and direction to department heads, ensuring that operational strategies, service standards, and business objectives are consistently achieved while upholding FAENA s distinctive culture of luxury, creativity, and personalized hospitality. As a highly visible leader, the Hotel Manager actively engages with guests and team members, drives operational excellence and continuous improvement, and assumes overall hotel leadership responsibilities in the absence of the General Manager.

DUTIES AND RESPONSIBILITIES

Strategic & Operational Leadership

• Support the General Manager in developing and executing the hotel s strategic direction, operational priorities, and business objectives.
• Provide leadership and oversight across hotel operations, ensuring seamless collaboration and alignment between departments.
• Lead and support department heads in achieving operational, financial, service, and people objectives.
• Ensure the effective execution of FAENA brand standards, policies, procedures, and strategic initiatives throughout the property.
• Maintain a highly visible leadership presence across the hotel, engaging regularly with guests, leaders, and team members.
• Monitor hotel performance and identify opportunities to enhance operational efficiency, service delivery, and overall business results.
• Drive a culture of accountability, collaboration, innovation, and continuous improvement across the hotel.
• Support operational readiness and execution throughout pre-opening, opening, and ongoing hotel operations.
• Assume overall hotel leadership responsibilities in the absence of the General Manager.

Guest Experience & Brand Excellence

• Champion FAENA s culture of authentic, personalized, and exceptional hospitality across every guest touchpoint.
• Ensure guest experiences consistently reflect the distinctive luxury positioning, creativity, and service philosophy of FAENA.
• Maintain regular interaction with guests, VIPs, and key stakeholders to understand expectations and ensure exceptional experiences.
• Monitor guest satisfaction, feedback, preferences, and service performance and ensure appropriate action plans are implemented.
• Lead and support effective service recovery, ensuring guest concerns are resolved professionally, promptly, and thoughtfully.
• Partner with operational leaders and the Quality function to continuously elevate service standards and the overall guest journey.
• Ensure FAENA, Forbes, luxury hospitality, and operational standards are consistently maintained and exceeded.
• Maintain exceptional standards of presentation, ambiance, cleanliness, and attention to detail throughout the property.

Financial & Business Performance

• Support the General Manager in achieving the hotel s revenue, profitability, and overall financial objectives.
• Monitor operational budgets, forecasts, labor productivity, expenses, and cost-control initiatives in collaboration with department leaders.
• Review key financial and operational performance indicators and ensure corrective actions are implemented where required.
• Partner with Finance, Revenue Management, Sales & Marketing, and operational leaders to maximize hotel performance and profitability.
• Identify opportunities to improve productivity, operational efficiency, revenue generation, and cost optimization without compromising guest experience.
• Ensure department heads demonstrate strong commercial awareness and accountability for their financial and operational performance.
• Support annual budgeting, forecasting, business planning, and capital planning processes.

People & Leadership

• Lead, inspire, coach, and develop a high-performing team of department heads and operational leaders.
• Foster a culture that reflects FAENA s values of creativity, collaboration, innovation, authenticity, and excellence.
• Establish clear leadership expectations and promote accountability, empowerment, and effective decision-making across the hotel.
• Partner closely with People & Culture on workforce planning, recruitment, talent development, succession planning, performance management, and retention initiatives.
• Support the identification and development of high-potential talent and future leaders.
• Promote strong team engagement, recognition, communication, and a positive workplace culture.
• Conduct regular leadership and operational meetings to ensure alignment, accountability, and effective communication across departments.
• Act as a role model for FAENA culture, leadership behaviors, and service excellence.

Compliance, Safety & Risk Management

• Ensure hotel operations comply with company policies, local regulations, health and safety requirements, and established operational procedures.
• Champion a strong culture of safety, security, hygiene, sanitation, and operational risk awareness throughout the property.
• Partner with department heads to identify operational risks and implement appropriate preventive and corrective actions.
• Ensure operational audits, inspections, licenses, and compliance requirements are effectively managed and completed.
• Support emergency preparedness, crisis management, and business continuity procedures across the hotel.
• Ensure hotel assets, guests, team members, and the reputation of FAENA are protected through effective operational controls and risk-management practices.

Strategic Leadership & Stakeholder Management

• Serve as a key member of the hotel's Strategic Forum and contribute to the overall business strategy and long-term success of the property.
• Support the General Manager in translating strategic objectives into clear operational priorities and measurable actions.
• Build strong relationships with internal and external stakeholders and represent the hotel professionally when required.
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Desired Candidate Profile

• Degree in Hospitality Management, Hotel Management, Business Administration, or a related field.
• Minimum 10 years of progressive leadership experience within luxury hospitality operations, with significant experience in a senior hotel leadership role.
• Previous experience as a Hotel Manager, Executive Assistant Manager, Director of Operations, or equivalent senior leadership position within a luxury hotel or resort.
• Strong operational knowledge across multiple hotel functions, including Rooms, Food & Beverage, Culinary, Spa & Wellness, Engineering, Security, and guest experience.
• Proven experience within luxury, lifestyle, ultra-luxury, or Forbes-rated hotel environments.
• Previous pre-opening or hotel-opening experience is highly desirable.
• Strong financial and commercial acumen with experience in budgeting, forecasting, labor productivity, cost management, and profit optimization.
• Demonstrated ability to lead large, diverse, and multicultural teams while driving performance, accountability, and engagement.
• Exceptional leadership, communication, decision-making, problem-solving, and stakeholder-management skills.
• Strong understanding of luxury service standards, quality assurance, and guest experience management.
• Ability to maintain a highly visible leadership presence while effectively managing multiple operational and strategic priorities.
• Ability to thrive in a fast-paced, dynamic, and evolving luxury hospitality environment.