Hotel Manager

Hotel Manager

Hyatt Centric Gran Via Madrid ES - M - Madrid Property Management Director Full-time Req ID : MAD001075 Worldwide

Summary

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

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 high visibility and engagement across all areas of the hotel.

Demonstrated success in driving commercial performance, revenue growth, and guest satisfaction.

Proven ability to build strong relationships with owners, corporate stakeholders, and support functions.

High level of integrity, professionalism, and a genuine passion for hospitality.

What We Offer

Be part of Hyatt Hotels Corporation , a global hospitality leader with over 1,300 hotels in 76 countries.

Enjoy complimentary nights at Hyatt hotels worldwide.

Endless growth opportunities through internal mobility and international career development.

A workplace that values diversity, equity, and inclusion , celebrating all identities and backgrounds.

Two annual team celebrations to recognize our incredible talent.

Recognition through our Hystar program , where colleagues nominate and celebrate star performers.

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