As Assistant Director, Rooms, reporting to the Executive Assistant Manager, Rooms & Recreation you will play a key leadership role in shaping the guest experience and operational excellence across the Front Office, Guest Services, Concierge, Housekeeping, Welcome Team, and Fairmont Gold. You will support the Executive Assistant Manager in providing strategic direction, fostering a culture of service excellence, and delivering refined, seamless operations throughout the Rooms Division.
What You Will Be Doing
Operational Excellence & Service Leadership
- Champion luxury service standards and ensure full compliance with Brand and LQA requirements through regular audits, coaching, and training initiatives.
- Resolve guest and colleague concerns with urgency and professionalism, consistently reinforcing a culture of service excellence and colleague development.
- Oversee Rooms Division renovation projects and public-area enhancements, collaborating with the EAM and Director of Facility Operations to prioritize and address work orders.
- Partner with Engineering and Housekeeping to execute bi-annual preventive maintenance and deep-cleaning programs, ensuring all guest-facing areas meet brand and quality expectations.
- Ensure the accuracy and consistency of all online and digital guest-facing information.
Business Performance & Financial Leadership
- Support the development of the annual Rooms budget, including capital planning and operating forecasts.
- Lead cost-control efforts and optimize revenue opportunities through effective labor planning, inventory management, and upselling initiatives.
- Oversee the performance management process across the Rooms Division, driving accountability, development, and succession planning.
People Leadership & Culture Development
- Drive a highly engaged, collaborative, and high-performing team environment rooted in empowerment, recognition, and the HeartistĀ® philosophy.
- Lead recruitment, onboarding, and training initiatives for colleagues and leaders, fostering growth and career development.
- Promote Accorās Global Leadership Program through hands-on coaching and mentorship.
- Represent the Rooms Division on key hotel committees (DEI, Heartist, Sustainability, Health & Safety).
Sustainability, Safety & Innovation
- Maintain and uphold all Health & Safety policies, procedures, and emergency response protocols.
- Champion ESG and sustainability initiatives, identifying opportunities to enhance environmental performance and responsible operations.
- Contribute to crisis management planning and response as part of the hotelās leadership team.
- Monitor industry trends and introduce innovative solutions that enhance efficiency, guest satisfaction, and competitive advantage.
Guest & Stakeholder Engagement
- Serve as an ambassador for the Rooms Division, ensuring tailored experiences for VIPs, loyalty members, and key guests.
- Support Sales & Marketing through property site visits, special events, and brand-aligned activations.
- Maintain strong relationships with internal and external business partners to advance operational success and guest satisfaction.
- Embodying Fairmontās āMake Special Happenā brand philosophy; consistently elevate the guest experience through a strong presence, a hyper focus on guest feedback, proactive service recovery, and a commitment to continuous improvement across all aspects of service delivery.
- Perform additional responsibilities as assigned by the Executive Assistant Manager.