Hotel Manager
(19786)
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.
Cradled on the cusp of the Baja Peninsula, One&Only Palmilla is a legendary retreat where the marvels of Mexico come to life in ultimate style. 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.
About the Job
As Hotel Manager, you will play a critical leadership role in ensuring the seamless day-to-day operation of the resort, working in close coordination with the Regional General Manager, to whom you directly report. You will be responsible for the coordination and supervision of all hotel divisions, driving operational excellence, financial performance, and the delivery of exceptional and memorable guest experiences aligned with One&Only standards and Forbes Travel Guide expectations.
You will ensure the highest levels of service, quality, and guest satisfaction across all departments. This role requires a hands-on leader who can balance strategic planning with operational execution, fostering a culture of excellence, accountability, and continuous improvement.
You will act as the General Manager in their absence, ensuring business continuity while maintaining brand integrity, luxury positioning, and compliance with all corporate, legal, and safety standards.
About You
You are a dynamic and results-driven hospitality leader with a passion for luxury service and a deep understanding of high-end resort operations. You thrive in fast-paced environments, lead by example, and are committed to delivering excellence in every aspect of the guest journey.
You possess strong business acumen, emotional intelligence, and the ability to inspire teams while maintaining strict adherence to brand standards. Your leadership style fosters collaboration, accountability, and innovation.
Key Responsibilities
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.
Requirements
Minimum 3 years of experience in a similar leadership role (Hotel Manager, Director of Operations, Director of Rooms, or equivalent) within luxury hospitality or 5-star resorts.
Proven experience working with ultra-luxury brands and understanding of Forbes Travel Guide standards (preferred).
Strong knowledge of overall hotel operations, including Rooms Division, F&B, Spa, Engineering, and Security.
Demonstrated ability to drive financial performance, budgeting, and cost control.
Exceptional guest service skills with a focus on personalization and experience creation.
Strong leadership, communication, and interpersonal skills.
Ability to manage multiple priorities in a high-pressure environment.
Fluent in English and Spanish, both written and spoken; additional languages are an advantage.
Bachelor’s degree in Hospitality Management or related field preferred.
High level of professionalism, discretion, and problem-solving capability.
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.
