Position Overview
Reporting to the General Manager and serving as a key member of the Executive Committee, the Hotel Manager provides strategic and operational leadership across the resort’s core operating divisions.
This role oversees the performance and direction of Rooms, Food & Beverage, Engineering, IT, Spa & Basin Glacial Waters, Resort Activities, and Security, ensuring seamless collaboration across departments and the consistent delivery of exceptional luxury guest experiences.
The Hotel Manager plays a critical leadership role in driving operational excellence, financial performance, and colleague engagement across a complex, high-volume resort environment. Through strong leadership and operational discipline, this role ensures the continued delivery of the Fairmont brand promise of “Turning Moments into Special Memories.”
Key Responsibilities
Operational Leadership
- Provide leadership and oversight for Rooms, Food & Beverage, Engineering, IT, Spa & Basin Glacial Waters, Resort Activities, and Security.
- Foster a culture of service excellence, accountability, and continuous improvement across all operational departments.
- Ensure strong collaboration between divisions to deliver a seamless luxury resort experience.
- Assume the responsibilities of the General Manager in their absence, ensuring continuity of leadership and operational performance.
Financial & Business Performance
- Support the development and execution of the Annual Operations Plan, ensuring achievement of revenue and profitability objectives.
- Monitor departmental performance through forecasting, budgeting, and productivity management.
- Partner with the Director of Finance to maintain strong financial oversight and operational decision-making.
- Support revenue optimization strategies across Rooms and Food & Beverage operations.
Guest Experience & Brand Standards
- Ensure consistent implementation of Fairmont brand standards and service expectations across all guest touchpoints.
- Champion a culture focused on luxury service delivery and memorable guest experiences.
- Oversee the management of guest feedback and service recovery to maintain the highest standards of hospitality.
Leadership & Culture
- Inspire, mentor, and develop a high-performing leadership team across all operational departments.
- Support workforce planning and productivity strategies within a high-volume resort environment.
- Collaborate closely with the Director of People & Culture to strengthen colleague engagement and workplace culture.
- Champion a strong colleague experience, recognizing our employees as internal guests and ensuring they are supported, respected, and engaged with the same commitment to excellence that defines our guest experience.
Strategic Alignment
- Oversee operational capital projects including planning, coordination, and execution.
- Work closely with the Director of Sales & Marketing to support overall business strategy and revenue objectives.
- Contribute to the development and execution of the hotel’s Annual Budget and 5-Year Strategic Plan.
- Serve as a key member of the Hotel Executive Committee, supporting the General Manager in leading the overall success of the resort.
Safety, Sustainability & Compliance
- Champion a strong culture of health, safety, and operational risk management.
- Maintain effective Business Continuity, Emergency, and Crisis Management Plans.
Support the hotel’s commitment to environmental stewardship and sustainability, including collaboration with Parks Canada.