Strategic Leadership
- Serve as a member of the Hotel Executive Committee, contributing to the development, execution, and achievement of the property's strategic business plan.
- Translate organizational objectives into actionable departmental strategies that drive guest satisfaction, market positioning, and profitability.
- Lead the Rooms Division in alignment with Fairmont, Accor Luxury, Forbes Travel Guide, and LQA service standards.
- Act as the Rooms Division ambassador, cultivating a culture of excellence, accountability, and continuous improvement.
Guest Experience & Service Excellence
- Champion a guest-centric service culture, ensuring every arrival, stay, and departure exceeds expectations.
- Drive performance against key guest satisfaction metrics, including Guest Voice, TrustYou, LQA, and internal service benchmarks.
- Lead hotel-wide service recovery strategies and ensure prompt, personalized resolution of guest concerns.
- Collaborate with operational leaders to continuously enhance the luxury guest journey and identify opportunities for innovation.
Operational Leadership
- Provide strategic oversight and operational leadership for:
- Front Office
- Housekeeping
- Fairmont Gold
- Guest Services
- Loyalty & ALL Member Experience
- Telecommunications/Communications
- Health Club
- Valet and Transportation Services
- Ensure seamless coordination across departments to optimize operational efficiency and service delivery.
- Maintain exceptional standards of cleanliness, presentation, maintenance reporting, and operational readiness throughout the hotel.
- Lead operational audits, quality assurance initiatives, and compliance reviews.
Financial & Commercial Performance
- Develop and manage annual operating budgets, capital planning requirements, and monthly forecasts for all Rooms Division departments.
- Drive departmental profitability through labor management, productivity optimization, expense control, and revenue-enhancement initiatives.
- Partner closely with the Revenue Management team to maximize RevPAR, ADR, occupancy, and total hotel profitability.
- Leverage business intelligence, operational analytics, and forecasting tools to support data-driven decision making.
- Ensure accountability for financial results and achievement of departmental KPIs.
Talent Development & Culture
- Build and sustain a high-performance culture focused on engagement, inclusion, recognition, and continuous growth.
- Lead succession planning initiatives and develop a strong pipeline of future leaders within the Rooms Division.
- Coach, mentor, and develop Department Heads and emerging leaders through regular performance and career development conversations.
- Partner with Talent & Culture to attract, recruit, onboard, and retain top hospitality talent.
- Foster positive labor-management relations within a unionized environment.
Quality, Safety & Sustainability
- Ensure full compliance with all health, safety, security, and emergency preparedness standards.
- Promote a workplace culture focused on colleague wellbeing and psychological safety.
- Champion sustainability and responsible hospitality initiatives in alignment with Accor environmental goals.
- Maintain compliance with all corporate, legislative, and brand standards.
Partnership & Stakeholder Management
- Serve as the primary liaison with Health Club operators and key Rooms Division service partners.
- Collaborate closely with the Director of Food & Beverage and other Executive Committee members to deliver an integrated luxury guest experience.
- Represent the hotel professionally with owners, brand partners, community organizations, and industry stakeholders as required.