Assistant to the General Manager
DEPARTMENT: Hospitality / Operations
REPORTS TO: Hospitality Manager
LOCATION: Gran Pacífica, Nicaragua
The Assistant to the General Manager provides administrative and operational support to the Hospitality Department, ensuring the smooth running of daily operations, effective coordination across departments, disciplined tracking of administrative processes, and clear communication with owners, guests, and suppliers. Given Gran Pacífica's combined hotel, rental-program, and ownership model, this role also acts as the coordination center for owner-related operations, freeing the Hospitality Manager to focus on strategy, guest experience, and owner relations.
Daily Operations Coordination
• Monitor the daily occupancy report and review the day's operational priorities.
• Coordinate special check-ins, check-outs, and guest requests.
• Align needs and schedules between Housekeeping, Maintenance, and Reception.
• Verify that units are guest-ready ahead of arrivals.
Property Inspections
• Conduct periodic inspections of houses and condominiums.
• Prepare photographic inspection reports, documenting condition before and after each reservation.
• Log maintenance needs identified during inspections and follow up through to resolution.
Groups & Events
• Support group logistics and prepare rooming lists.
• Coordinate activity schedules and event setup, ensuring all areas are ready on time.
Maintenance Management
• Create and track work orders through to completion, coordinating directly with Maintenance.
• Verify completed work meets standard and keep maintenance logs current.
Inventory & Procurement
• Maintain inventory control for stationery, keys, radios, equipment, amenities, linens, and cleaning supplies, including regular physical counts.
• Request quotes, prepare purchase requisitions, and track orders through to receipt.
• Check purchases against assigned budgets and coordinate the receiving of materials.
Owner Reporting & Communication
• Prepare and coordinate monthly owner statements, including account statements, income, occupancy, expense, and P&L reports, and owner payments.
• Respond to owner inquiries, follow up on requests, and keep owners informed of maintenance and property updates.
• Coordinate owner property visits and send monthly reports on schedule.
Document Control
• Organize and maintain contracts, agreements, warranties, invoices, purchase orders, quotes, and manuals in both physical and digital form.
Administrative & Financial Reporting
• Prepare occupancy, ADR, cancellation, maintenance, inventory, purchase, and operational expense reports.
• Review invoices, validate charges, track payments, and support budget control in coordination with Finance.
Interdepartmental Coordination & Quality
• Serve as the link between Reception, Reservations, Housekeeping, Maintenance, Restaurant, Finance, Marketing, Security, and Guest Services.
• Resolve requests, follow up on complaints, and coordinate solutions across departments.
• Review cleaning quality, unit presentation, amenities, and equipment function to uphold hospitality standards.
Support to the Hospitality Manager
• Track pending items, prepare meetings and minutes, and follow up on agreements.
• Prepare performance indicators and coordinate special projects.
Marketing & Sales Support
• Coordinate photo sessions and keep the unit inventory and availability current.
• Support promotions, Discovery Tours, and owner visits.
Because Gran Pacífica combines a hotel, a rental program, and individual ownership, this position may also take on the following high-impact responsibilities:
• Manage the annual preventive maintenance schedule for all units.
• Maintain a dashboard tracking projects and pending tasks by owner.
• Coordinate pre- and post-arrival inspections to document property condition.
• Track warranties for appliances, furniture, and equipment.
• Keep unit information current, including inventory, photographs, manuals, and access codes.
• Coordinate unit rotation within the rental program per established policy.
• Prepare monthly executive reports covering occupancy, ADR, RevPAR, revenue, expenses, and key incidents.
• Monitor compliance with Standard Operating Procedures across all areas.
• Follow owner requests through to resolution, communicating progress in a timely manner.
• Support internal audits of inventory, assets, and processes.
• Coordinate logistics for investor and owner visits.
• Maintain an up-to-date database of owners, suppliers, and contractors.
• Support the rollout of new operational and continuous-improvement projects.
• Average response time to owners.
• Maintenance work order closing time.
• Inventory accuracy.
• Budget compliance.
• Timely delivery of monthly reports.
• Owner satisfaction.
• Guest satisfaction.
• Compliance with operational standards.
Education
• Degree in Hotel Management, Tourism, Business Administration, or a related field.
Experience
• Minimum 2 years of experience in hotels, resorts, or property management.
• Experience in owner relations management is desirable.
• Administrative experience required.
Knowledge & Technical Skills
• Microsoft Office, with intermediate-to-advanced Excel skills.
• Property management systems (Cloudbeds, Opera, or similar).
• Inventory control and procurement.
• Customer service and basic financial reporting.
• Intermediate-to-advanced English.
Core Competencies
• Organization, planning, and time management.
• Effective communication and customer service orientation.
• Leadership without formal authority.
• Problem-solving and attention to detail.
• Ability to work under pressure and adapt to changing priorities.
• Team orientation and confidentiality.