We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Fairmont Gold Manager. The Fairmont Gold Manager is responsible for the overall success of the Fairmont Gold floor, ensuring a seamless “hotel-within-a-hotel” luxury experience for guests. Reporting to the Assistant Director, Rooms this role requires a confident, service-driven leader who elevates guest satisfaction, develops a high-performing team, and ensures operational and financial excellence.
Key Responsibilities
Strategic Leadership & Business Development
Develop and execute strategies to enhance the Fairmont Gold experience and drive revenue growth
Align departmental goals with broader hotel objectives, including upselling, loyalty engagement and market positioning
Champion the Fairmont Gold brand and maintain strong visibility internally and externally
Guest Experience Excellence
Oversee all guest touchpoints— pre-arrival, arrival/departure, concierge, and the Fairmont Gold Lounge— to deliver highly personalized luxury service
Cultivate strong relationships with VIP, repeat, and long-stay guests
Address guest concerns promptly and thoughtfully, ensuring recovery actions that reinforce loyalty
Ensure Fairmont Gold lounge ambiance, amenities, and F&B offerings consistently reflect Fairmont Gold standards
Operational & Financial Oversight
Lead daily Fairmont Gold operations with a focus on efficiency, consistency, and seamless guest flow
Manage budgets, cost controls, inventory, and Fairmont Gold P&L performance
Ensure compliance with SOPs, brand standards, LQA requirements, and the Collective Bargaining Agreement
Build strong partnerships with Housekeeping, F&B, Reservations, Engineering, Leisure & Recreation and other key stakeholders to ensure coordinated service delivery
Leadership, Coaching & Team Development
Lead, inspire, and mentor the Fairmont Gold team to deliver elevated, guest-first service
Conduct briefings, ongoing coaching, and performance evaluations that support growth and engagement
Manage performance constructively through Progressive Corrective Action and Coach + Counsel frameworks
Cultivate a positive, engaged, and accountable work environment
Quality Assurance & Problem Solving
Proactively identify and resolve operational challenges
Ensure consistent delivery of brand standards across all touchpoints
Train and empower the team to uphold luxury service, product knowledge, and operational excellence
Use data, guest feedback, and operational insights to drive improvements and enhance satisfaction