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 FunctionsLeadership & Brand StewardshipAct as a key member of the Hotel Executive Committee, contributing to hotel‑wide strategies that drive guest satisfaction, colleague engagement, and profitabilityChampion the Fairmont Brand Promise, Luxury Service Standards, and Accor values in all Rooms Division operationsEnsure all brand, service, and loyalty program standards (including ALL Loyalty, LQA, and internal quality audits) are consistently implemented, maintained, measured, audited, improved, and celebratedGuest Experience & Service ExcellenceEnsure exceptional, personalized guest experiences across all Rooms Division touchpointsServe as the Customer Experience Champion by actively leading Voice of the Guest and social media engagement, monitoring daily, monthly, and annual performance metricsEnsure guest concerns and escalations are resolved professionally, timely, and in alignment with Fairmont service recovery principlesOperational & Financial PerformanceOptimize Rooms Division revenue opportunities while maintaining effective cost control and productivity standardsDevelop, manage, and execute annual and monthly operating budgets, forecasts, staffing models, and productivity targetsUtilize labor management systems (e.g., Unifocus) to ensure staffing levels comply with service standards, operational demand, and collective bargaining agreementsOversee all room‑related renovations and public area projects in partnership with Engineering, Ownership, and Brand teamsUnion & Colleague RelationsLead and manage the Rooms Division within a unionized environment, ensuring compliance with all applicable collective bargaining agreements (CBAs), labor laws, and company policiesFoster collaborative, respectful relationships with union representatives and colleaguesPartner closely with People and Culture on staffing, scheduling, performance management, investigations, corrective action, and grievance resolutionEnsure fair, consistent, and documented application of policies, standards, and disciplinary processesTalent Development & EngagementProactively recruit, select, train, coach, mentor, and develop leaders and colleagues to build a strong internal talent pipeline within the Rooms DivisionSupport succession planning and leadership development for future growth within the hotel and Fairmont/Accor networkPromote colleague engagement, recognition, DEI initiatives, and well‑being across the divisionSystems, Technology & ComplianceConduct monthly audits of all guest‑facing operational platforms (e.g., Hudini, Kipsu, Alice) to ensure accuracy, functionality, and brand complianceChampion Rooms Division participation in internal audits and ensure follow‑up action plans are implemented and trackedStay informed on industry trends, evolving guest expectations, and innovative service and technology opportunitiesCollaboration & GovernanceActively engage with all hotel departments through required meetings, committees, and cross‑functional initiativesEnsure Rooms Division representation in key hotel committees, including Health & Safety, DEI, Recognition, Sustainability, and Crisis ManagementLead divisional crisis response and serve as an active participant on the hotel’s crisis management teamParticipate in the development and execution of the Hotel Strategic Plan
