General Manager - Fairmont El San Juan

Company Description

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 employees worldwide, we are dedicated to providing exceptional service, embracing innovation, and fostering a culture of excellence. Made legendary by the people and performances that define San Juan, Fairmont El San Juan Hotel invites locals and travelers to experience authentic Puerto Rican celebrations across generations. The hotel’s breathtaking decor, inspired cuisine, lush poolscape, and iconic entertainment, boast a vibrant atmosphere where sophisticated celebrants unite.

Job Description

The General Manager of Fairmont El San Juan will lead one of Puerto Rico's most iconic luxury resort destinations, requiring a highly accomplished hotelier with a balanced track record of operational excellence, commercial leadership, and luxury guest experience delivery. The ideal candidate will bring significant resort and lifestyle hospitality experience, strong financial and revenue management acumen, and the ability to lead a complex operation while enhancing market positioning and long-term asset value. Fluency in Spanish is strongly preferred given the destination, local stakeholder engagement, and team leadership requirements. Success in this role will depend on an executive who is comfortable operating within a highly engaged ownership environment. With an on-island ownership representative providing regular and constructive input, the General Manager must demonstrate exceptional stakeholder management, communication, and relationship-building capabilities while maintaining accountability for results. Luxury brand experience is essential, along with an appreciation for Fairmont's service culture, heritage, and colleague-first leadership philosophy. Strong industry relationships and commercial connectivity within luxury leisure, group, and destination markets will further support success.

• Create an environment that encourages innovation, challenges traditional thinking, and fosters a "speak-up" culture.
• Embrace innovative ideas, adapt to change, and encourage a culture of innovation and continuous learning.
• Demonstrate explicit knowledge and awareness of company standards as an integral role model.
• Build quality relationships with the management team.
• Foster an inclusive and collaborative work environment, empowering colleagues to contribute their best and building strong relationships based on trust and respect.
• Create a collaborative and inclusive environment where all colleagues are encouraged to provide input.
• Actively listen to team members' ideas, concerns, and feedback and incorporate their input into decision-making processes.
• Recognize and appreciate the contributions and well-being of colleagues.
• Exhibits a deep understanding of the luxury hospitality landscape and guest expectations, ensuring that the guest experience consistently exceeds industry standards.
• Maintain product and service quality standards by conducting ongoing evaluations.
• Handle VIP Guests and understand international protocols for government officials and royalty.
• Monitor guest/client feedback, address concerns promptly, and implement improvements to optimize satisfaction.
• Demonstrates a comprehensive understanding of ownership group's investment objectives and formulates strategic business plans that align with those objectives; ensuring preservation and maximization of the hotel’s assets.
• Set high performance standards, lead by example, and drive a culture of continuous improvement and quality across all the hotel.
• Exhibits expertise in sales, marketing, and revenue management, driving the hotel's performance in the luxury hospitality market.
• Maximize financial performance, control costs, and execute marketing and operational activities that produce results meeting or exceeding the hotel's business plan.
• Recognize and reward outstanding performance and celebrate achievements within the organization.
• Support the professional growth and development of colleagues through coaching, mentoring, and providing opportunities for learning.
• Encourage individuals to take on challenging assignments and stretch their capabilities.
• Provide regular feedback and guidance, recognizing achievements and offering constructive suggestions for improvement.
• Create a safe and empowering environment where individuals feel comfortable taking risks, expressing their ideas, and learning from failures.
• As applicable, brings experience in working with labor unions, maintaining constructive relationships and ensuring harmonious teamwork.
• Articulates a clear and comprehensive vision for the hotel, aligning goals and objectives with ownership group's investment strategy.
• Effectively communicates organizational vision, goals, and expectations, fostering a shared sense of purpose and direction among team members.
• Demonstrates adeptness in overseeing renovation projects, maintaining transparency and open communication throughout the process.
• Addresses ambiguity and navigates complex situations with transparency, fostering an environment of clear direction and effective problem-solving.
• Lead with passion and integrity, motivate and inspire others to achieve their best.
• Market plans and ideas successfully, reducing key and complex ideas and messages to clear, memorable, and compelling statements.
• Embodies an entrepreneurial spirit, inspiring innovative thinking and fostering a culture that encourages taking calculated risks.
• Recognizes and rewards outstanding performance, cultivating an atmosphere of achievement and recognition.
• Promotes continuous development and growth, offering resources and guidance to nurture professional skills and talents.
• Champions a "speak-up" culture, creating an environment where diverse opinions are valued, and individual contributions are celebrated.
• Convince others, negotiate, debate, and find win-win solutions.

Qualifications

• Prior experience in a luxury hotel General Manager position.
• Seasoned luxury resort leader with strong operational and commercial credentials
• Strong educational background with professional qualifications and a continuous learning mindset.
• Fluent in English and Spanish
• Proven track record of building a strong service, and quality culture
• Strong people skills and a track record of fostering positive, inclusive, high-performing cultures.
• Experience in managing owner relations.
• Demonstrated leadership, organizational, and interpersonal skills.
• Strategic thinker with excellent communication and presentation skills.
• Displays a strong entrepreneurial spirit
• Bottom-line oriented with a focus on quality guest service and team-building.
• Creative and innovative mindset.
• Ability to collaborate and work in a fast-paced environment.
• Excellent sense of prioritization and time management.
• Professional demeanor and strategic orientation.
• Engaging, friendly, and charismatic with a natural ability to connect with guests.
• Passionate about creating memorable guest experiences

Additional Information