General Manager, One&Only Mandarina, Mexico
(19693)
At One&Only, we exist to create joy for our guests through anticipation, creativity, precision, empathy and warmth. We tailor every aspect of our guests’ stay to bring their dreams and desires to life. With an atmosphere that’s chic but wonderfully unstuffy™, and a team who are meticulous but warm, we seek to exceed our guests’ expectations at every possible turn.
Woven seamlessly into the diverse, dramatic vistas of one of Mexico’s last tropical beachfront jungles in Riviera Nayarit, One&Only Mandarina provides the perfect balance between chic treehouse seclusion and clifftop villas. The warm Mexican charm is one of our most unique and valued assets. With abundant knowledge and generosity, we anticipate our guest’s every need and surpass expectations. Whether we are designing the perfect family day out or arranging a romantic private dinner, we approach everything with imagination to spark a sense of playfulness, discovery and adventure. This is not simply our job, it’s our passion.
Job Summary
Functions as the Strategic Business Leader of One&Only Mandarina. Working with direct reports (Executive Committee members and Department Heads) to develop and implement the operations strategy and ensures implementation of the brand service strategy and brand initiatives. The position ensures operations meets the brand’s target customer needs, ensures colleague satisfaction, focuses on growing revenues and maximizes financial performance. As a Member of the Executive Committee, develops and implements hotel-wide strategies that deliver products and services to meet or exceed the needs and expectations of the brand’s target customer and property colleagues and provide a return on investment to the owner and Kerzner International Management.
Key responsibilties:
- Develops an operational strategy that is aligned with the brand’s business strategy and leads its execution. Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
- Keeps operations team focused on the critical components of operations to drive guest satisfaction and the desired financial results; makes and executes key decisions to keep property moving forward towards achievement of goals.
- Champions change. Ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
- Establishes a vision for product and service delivery on property.
- Reviews financial reports and statements to determine how Operations is performing against budget. Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance. Leads cost containment efforts within operations including organizational restructuring when necessary.
- Champions the brand’s service vision for product and service delivery and ensures alignment amongst the hotel leadership team.
- Fosters colleague commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and colleagues.
- Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer; ensures core elements of the service strategy are in place to produce the desired results.
- Provides input and supports overall sales strategy.
- Suggests innovative marketing ideas to gain market share.
- Balances sales goals and commitments with operations ability to deliver against them.
- Participates in weekly sales strategy meeting to anticipate service and staffing needs.
- Attends the revenue management meeting, evaluates mix of transient and group revenue and provides pricing recommendations anticipates problem dates and proactively takes action to resolve problems.
Skills, Experience & Educational Requirements
- Experience leading a 5 Star luxury resort.
- Must be fluent in Spanish
- Extensive knowledge of resort operations and operating strategies
- Solid knowledge of food and beverage concepts and sales strategies
- Strong Financial and commerical accumen
Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.
