Lead the pre-opening planning and set-up of the Rooms Division, including Front Office, Housekeeping, Guest Relations, Concierge, and related functions
Champion Fairmont鈥檚 luxury service culture from pre-opening through launch, embedding brand standards, service rituals, and guest experience frameworks
Support the development and implementation of Rooms Division SOPs, policies, and operational standards in line with Fairmont requirements
Recruit, onboard, train, and develop the Rooms Division leadership team and colleagues in preparation for opening
Oversee the pre-opening training program, simulations, and trial stays to ensure operational readiness at opening
Partner with Engineering, Housekeeping, and project teams to support room readiness, snagging, and handover processes
Establish room inventory controls, out-of-order procedures, and preventative maintenance coordination ahead of opening
Work closely with Revenue Management, Sales, and Marketing to support pre-opening pricing, positioning, and go-to-market strategies
Support the development of Rooms Division budgets, forecasts, payroll models, and productivity standards for opening and stabilization
Act as a visible leader during pre-opening, soft opening, and opening phases, supporting teams and engaging with early guests
Oversee the end-to-end guest journey design, ensuring seamless experiences from pre-arrival to post-departure from day one
Establish guest feedback, service recovery, and online reputation processes in readiness for opening
Define KPIs and reporting frameworks to monitor performance during opening and stabilization
Ensure full compliance with health, safety, fire, and life safety standards prior to and following hotel opening