Director of Rooms

Reporting to the Hotel Manager the Director of Rooms (DOR) is responsible for providing strategic operational and inspirational leadership for all Rooms Division departments including Front Office Royal Service Housekeeping Guest Services and Fairmont Gold.

This role is both strategic and handson ensuring the consistent delivery of Fairmonts worldclass service standards while fostering a positive inclusive and respectful work environment within a unionized operation. The Director of Rooms works closely with the Executive Committee department heads union partners and operational leaders to drive guest satisfaction colleague engagement and overall hotel performance.

Primary Responsibilities & Essential Functions

Leadership & Brand Stewardship

• Act as a key member of the Hotel Executive Committee contributing to hotelwide strategies that drive guest satisfaction colleague engagement and profitability
• Champion the Fairmont Brand Promise Luxury Service Standards and Accor values in all Rooms Division operations
• Ensure all brand service and loyalty program standards (including ALL Loyalty LQA and internal quality audits) are consistently implemented maintained measured audited improved and celebrated

Guest Experience & Service Excellence

• Ensure exceptional personalized guest experiences across all Rooms Division touchpoints
• Serve as the Customer Experience Champion by actively leading Voice of the Guest and social media engagement monitoring daily monthly and annual performance metrics
• Ensure guest concerns and escalations are resolved professionally timely and in alignment with Fairmont service recovery principles

Operational & Financial Performance

• Optimize Rooms Division revenue opportunities while maintaining effective cost control and productivity standards
• Develop manage and execute annual and monthly operating budgets forecasts staffing models and productivity targets
• Utilize labor management systems (e.g. Unifocus) to ensure staffing levels comply with service standards operational demand and collective bargaining agreements
• Oversee all roomrelated renovations and public area projects in partnership with Engineering Ownership and Brand teams

Union & Colleague Relations

• Lead and manage the Rooms Division within a unionized environment ensuring compliance with all applicable collective bargaining agreements (CBAs) labor laws and company policies
• Foster collaborative respectful relationships with union representatives and colleagues
• Partner closely with People and Culture on staffing scheduling performance management investigations corrective action and grievance resolution
• Ensure fair consistent and documented application of policies standards and disciplinary processes

Talent Development & Engagement

• Proactively recruit select train coach mentor and develop leaders and colleagues to build a strong internal talent pipeline within the Rooms Division
• Support succession planning and leadership development for future growth within the hotel and Fairmont/Accor network
• Promote colleague engagement recognition DEI initiatives and wellbeing across the division

Systems Technology & Compliance

• Conduct monthly audits of all guestfacing operational platforms (e.g. Hudini Kipsu Alice) to ensure accuracy functionality and brand compliance
• Champion Rooms Division participation in internal audits and ensure followup action plans are implemented and tracked
• Stay informed on industry trends evolving guest expectations and innovative service and technology opportunities

Collaboration & Governance

• Actively engage with all hotel departments through required meetings committees and crossfunctional initiatives
• Ensure Rooms Division representation in key hotel committees including Health & Safety DEI Recognition Sustainability and Crisis Management
• Lead divisional crisis response and serve as an active participant on the hotels crisis management team
• Participate in the development and execution of the Hotel Strategic Plan

Qualifications :

Your experience and skills include:

• Minimum three (3) years of senior Rooms Division leadership experience (Director of Front Office Executive Housekeeper or equivalent)
• Demonstrated experience successfully leading teams in a unionized hospitality environment
• Proven ability to inspire coach and develop leaders and colleagues
• Strong guest service orientation with a deep understanding of luxury hospitality standards
• Highly organized performancedriven professional who thrives in a fastpaced setting
• Strong analytical tracking and followup skills
• Excellent written verbal presentation and public speaking skills
• Comprehensive knowledge of Front Office and Housekeeping operations labor management budgeting and expense controls
• Proficiency in Microsoft Excel Word PowerPoint PMS labor management and POS systems

What We Are Looking For (Fairmont Culture Fit)

• You value individuality and authenticity Fairmont celebrates individuality not uniforms of personality
• You bring a genuine passion for luxury hospitality and meaningful guest connections
• You lead with humility presence and approachability
• You are handson solutionoriented and comfortable rolling up your sleeves
• You thrive in collaborative environments and maintain strong labor partnerships
• You balance strategic thinking with operational excellence
• You lead by example and cultivate an environment where colleagues feel respected supported and empowered to be their best

Physical Aspects of Position

Physical demands include but are not limited to:

• Prolonged standing and walking throughout the hotel
• Lifting pushing and pulling items up to 50 lbs
• Frequent movement between guest rooms public spaces and backofhouse areas

Additional Information :

Salary Range: $135000 - $161000 USD

Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract recruit and promote diverse talent.

Why work for Accor

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality.

We support you to grow and learn every day making sure that work brings purpose to your life so that during your journey with us you can continue to explore Accors limitless possibilities.

By joining Accor every chapter of your story is yours to write and together we can imagine tomorrows hospitality. Discover the life that awaits you at Accor visit Fairmont Hotels & Resorts: At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that to offer our guests the best we first need to offer our employees the best. Thats why youll find exceptional work opportunities throughout North America and the Caribbean Europe and Africa the Middle East and Asia Pacific as well as industry leading training career development recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotel that includes landmark locations like Londons The Savoy New Yorks The Plaza and Shanghais Fairmont Peace Hotel. Our teams are guided by values of Respect Integrity Teamwork and Empowerment; we employ the highest ethical and quality standards treating all colleague with fairness & dignity. A community and environmental leader Fairmont is also regarded for its responsible tourism practices and award winning Green Partnership Program. An exciting future awaits!

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Remote Work :

No

Employment Type :

Full-time