Hotel Manager

Summary

**About Us**
Welcome to **Hyatt Centric Gran Vía Madrid**, the most adventurous 5-star urban hotel in the heart of Madrid. Our mission is to offer guests an authentic experience of the city, combining exceptional service with a vibrant and dynamic atmosphere.

**Position Summary**
The **Hotel Manager** is responsible for leading the overall operations of the hotel, ensuring optimal performance across all departments. This role focuses on maximizing profitability, delivering exceptional guest experiences, and fostering a high-performing team culture aligned with Hyatt’s brand standards and strategic goals.

Reporting directly to the **Cluster General Manager**, the Hotel Manager collaborates closely with the **Owning Company**, **Hyatt’s Support Services**, and relevant functional leaders (Sales & Marketing, Finance, HR, Engineering, IT, Legal, etc.) to ensure operational excellence and sustainable growth.

**Key Responsibilities**

**Hotel Leadership & Operations**
- Oversee daily operations across all departments to ensure seamless service and operational excellence.
- Lead and inspire department heads, aligning performance with brand standards and company values.
- Guarantee exceptional guest experiences, consistently exceeding expectations.
- Ensure achievement of brand KPIs, SOP compliance, and quality standards.
- Promote a strong culture of collaboration, accountability, and continuous improvement.

**Financial & Strategic Management**
- Monitor and optimize revenue streams, GOP results, and profitability.
- Maintain strict cost control, ensuring expenses remain within budget.
- Develop, implement, and monitor the annual budget and business plan.
- Collaborate with finance leadership on forecasting, reporting, and long-term financial planning.
- Anticipate market trends, identify opportunities, and adapt strategies to maintain competitiveness.

**Leadership & Team Development**
- Inspire a culture of excellence by providing strong leadership to all team members.
- Monitor and develop team member performance, particularly the executive team and department heads.
- Foster a positive workplace culture that values wellbeing, diversity, equity, and inclusion.
- Encourage professional growth and development for all employees.
- Monitor employee satisfaction and implement action plans for improvement.

**Guest Experience, Communication & Reporting**
- Manage operations with a keen eye for detail.
- Monitor guest feedback and implement improvements to exceed expectations.
- Deliver exceptional service to ensure every guest leaves with a desire to return.
- Safeguard the reputation of the property and act as a brand ambassador.
- Provide timely and transparent reporting to ownership and corporate stakeholders.
- Prepare regular executive summaries covering financial performance, forecasts, and strategic progress.
- Share best practices and ensure implementation across properties where applicable.
- Build and maintain strong relationships with local partners, suppliers, and decision-makers.
- Support and manage the hotel's budget, including revenue forecasting, expense control, and capital expenditures.
- Build strong rapport with hotel owners through proactive and ongoing communication.
- Report directly to the executive board / owners of the management company.

**Compliance, Safety & Sustainability**
- Ensure adherence to local laws, health and safety regulations, and corporate policies.
- Lead crisis management and implement contingency planning.
- Safeguard the security and wellbeing of guests, staff, and property assets.
- Champion sustainable practices and corporate social responsibility initiatives.
- Collaborate with Sales and Marketing to develop revenue-generating strategies.
- Stay ahead of market trends and seize new opportunities.
- Guarantee the highest standards of hotel upkeep, safety, and guest satisfaction.
- Conduct regular inspections to ensure compliance with quality and brand standards.

**Key Performance Indicators (KPIs)**
- GOP & EBITDA
- Guest Satisfaction & Loyalty Scores
- Employee Engagement & Talent Retention Metrics
- Revenue Market Share Growth
- Compliance with Brand Standards & Operational Audits

**Qualifications**:
**Qualifications**
- Graduate degree or Master’s in Business Management, Hospitality, or a related field.
- Minimum of 5 years of proven experience in hotel management in an identical or similar position, ideally in luxury resorts or 5-star premium hotels.
- Strong background in Food & Beverage operations and event management, with a focus on service excellence and profitability.
- Fluent in Spanish and English; additional languages are an advantage.
- Exceptional leadership and communication skills, with the ability to inspire teams, engage discerning guests, and represent the hotel brand effectively.
- In-depth knowledge of premium hospitality standards, safety regulations, and current trends in the European market.
- Hands-on operational approach, with