Director of Rooms

Benefits

Additional Information

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 hands‑on, ensuring the consistent delivery of Fairmont's world‑class 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 hotel‑wide 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 room‑related 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 well‑being across the division Systems, Technology & Compliance Conduct monthly audits of all guest‑facing operational platforms (e.g., Hudini, Kipsu, Alice ) to ensure accuracy, functionality, and brand compliance Champion Rooms Division participation in internal audits and ensure follow‑up 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 cross‑functional 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 hotel's crisis management team Participate in the development and execution of the Hotel Strategic Plan 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, performance‑driven professional who thrives in a fast‑paced setting Strong analytical, tracking, and follow‑up 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, Fairmon

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