Director, Rooms

Director, Rooms

What you will be doing: 

Reporting to the Director of Operations, responsibilities and essential job functions include but are not limited to the following:

• Consistently offers professional, engaging and friendly service
• Contributing Member of the Hotel Executive Committee
• Demonstrate a commitment to Leadership, Guest Service excellence and our Brand Promise.
• Provide coaching and mentoring to Leaders and Colleagues alike, and create an environment that allows Leaders & Colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts
• Lead by example.
• Responsible for the smooth and efficient operation of the Front Office (Front Desk, Royal Service, Concierge & Guest Services), Guest Experience, Fairmont Gold, Housekeeping and Spa departments
• Establish and monitor effective goals and measurements for the Division through the utilization of the tools and resources with the Performance Management Program (PMP).
• Pro active and engaged recruitment, selection, training, mentoring and development of Leaders and Colleagues to ensure a Pipeline of Rooms Division talent is ready for promotion within the Hotel and within the brand.
• Ensures brand (inc. Loyalty & LQA), Forbes Travel Guide, and service standards are in place, maintained, embraced, audited, improved upon and celebrated.
• Review industry trends for new and innovative product and service opportunities.
• Ensures that Guest and Colleague concerns are resolved satisfactory in a professional and timely manner, and create an environment where there is a feeling of ownership by all departments when it comes to Guest & Colleague concerns.
• Customer Service Champion – lead all Rooms Division departments to monitor, engage, support and embrace Voice of the Guest & Social Media Guest Satisfaction daily, monthly & yearly results and rankings to ensure there is a consistent focus of continued improvement   
• Active participant and leader for all Rooms and public area Capital & Renovation projects.
• Actively involved in Health & Safety and all colleague committees with a focus on enhancing culture for hotel colleagues and leaders
• Key active participant on the hotel Revenue Management Team, and continued focus to ensure revenue and inventory management practices are in place so as to maximize revenues for the Hotel and for the Owners. 
• Maximization of revenues and effective cost control.
• Utilizes labour management tools (Watson) and tactics to ensure the right amount of people are in the right place at the right time for the right job.
• Responsible for Crisis management and BCP plans for the Division, and being an active member of hotel crisis mgmt team.
• Development of annual & monthly Operational & Capital Budgets & Forecasts; expenses, staffing levels and productivity.
• Involved in the development and execution of the Hotel Strategic Plan.
• Effective and timely interaction with all Hotel departments including participation and representation in hotel wide meetings /committees as required.
• Ensure representation of division on hotel environmental committee. Ensure environmental initiatives are adhered to, and new and innovative environmental opportunities are implemented.
• Maintain excellent relationships with business partners and the community.
• Other duties & responsibilities as assigned

Qualifications:

• Proven ability to effectively lead, motivate, coach and develop your team
• Strong guest service orientation and training skills background
• Highly motivated, organized, goal and results oriented individual who thrives under pressure
• Effective tracking and follow up skills
• Strong presentation and public speaking skills
• Comprehensive knowledge of Front Office and Housekeeping operations, policies, procedures and Expense management
• Operational knowledge of Excel, Word, PowerPoint

 Physical Aspects of Position (include but are not limited to):

• Constant standing and walking throughout shift

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