Fairmont Director, Rooms in Canada

Primary Location


Director, Rooms

The Fairmont Hotel Vancouver is searching for a talented individual who has proven success in providing strategic support and leadership to multiple departments ensuring exceptional service standards, maximized operating results and memorable guest experiences in a luxurious environment.

Hotel Overview: * *Fairmont Hotel Vancouver is a glorious landmark that captures the hearts and imaginations of all who visit. Reigning from her prestigious address on Georgia Street at the center of the city, this Castle in the Heart of Vancouver is surrounded by a diverse arts community of galleries and theatres, a thriving shopping district, exhilarating nightlife and world class cuisine. Join our team and welcome our guests to extraordinary experiences at their home away from home.

Summary of Responsibilities:

Reporting to the Director Operations, the Director of Rooms is an active & contributing member of the Executive Committee, overseeing the effectiveness of luxury guest services, employee performance & development and service enhancements for the overall Rooms division. The successful candidate will be responsible for overseeing the strategic development of the Front Office, Fairmont Gold, Guest Services, Concierge, Royal Service, Housekeeping, Health Club & Pool and Security Department. Responsibilities include but are not limited to the following:

  • Provides the guest with flawless, proactive and sincere luxury services from an engaged and empowered workforce committed to creating a memorable experience
  • Acts as ambassador and spokesperson to all customers; promotes tailored services to VIPs and loyalty program members; responding timely and consistent to customer & third party concerns; fielding issues with all operational departments
  • Demonstrates a commitment to Service Excellence; leads the strategic implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service from curb to pillow

  • Spearheads the Problem Resolution process SCORE & #OWNIT; communicating with guests ensuring that issues are being resolved during the stay; establishes a monthly reporting system that allows to solve potential issues proactively

  • Collaborates with the Online Reputation Manager regarding customer feedback and guest satisfaction results; ensures to engage with customers in a timely manner through multiple avenues; reviews monthly reports and analyzes feedback review patterns; develops strategies for luxury service and product improvements based on provided guest feedback
  • Ensures that monthly financial outlooks and results for the Rooms division are accurate; maintains divisional efficiency/productivity and essential luxury guest services; maximization of revenues and effective cost control

  • Develops the annual Rooms budget from a revenue, cost, productivity, and efficiency perspective; coordinates rooms division capital planning with department heads; involved in the development and execution of hotel wide five year strategic plan

  • Actively participates in the revenue management process ensuring Rooms revenue is maximized in order to achieve financial success (RevPar and GOP); develops strategic plans to maximize upsell revenues
  • Hotel representative for all major rooms renovation & public area projects; leads and coordinates internal preventive maintenance programs
  • Oversees employee and leader planning, recruitment, selection and development through goal development and coaching (LEAD program); manages a related leadership succession plan
  • Coaches and mentors colleagues; creates an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts

  • Leads division to maintain superior colleague engagement through action planning as a result of the Colleague Engagement Survey including continuous improvements

  • Ensures colleague concerns are resolved in a professional and timely manner

  • Builds and maintains employee relationships; conducts monthly communication meetings; ensures appropriate and timely recognition for individuals and teams; participates in organizing divisional and hotel recognition events
  • Proactively builds, develops, maintains and manages strong working relationships with all other departments, corporate sponsors and tourism partners
  • Contributing to a positive hotel culture and success of ongoing Service Promise training

  • Establishes and monitors effective goals and measurements for the Rooms Division, exceeding expectations of all four pillars (colleagues, owners, guests and brand)

  • Coordinates ECOSURE & LQA action planning and improvement plan implementation; collaborating with other departments to improve year-over-year performance , ensuring a consistent delivery of luxury product and services
  • Involved and active within hotel committees; plays an integral role in strategic sustainability planning; ensures environmental initiatives are adhered to, and new and innovative environmental opportunities are implemented
  • Promotes health, safety and well being of our guests and co-workers by having in-depth knowledge of the Hotel's crisis and emergency procedures; responsible for crisis management planning & execution within the Rooms division; member of hotel crisis management team; understands and implements the corporate crisis communication procedures within the Rooms Division
  • Networks with peers in the Pacific Northwest region & within our industry; reviews industry trends for new and innovative service and product opportunities

  • Complies with Fairmont Hotels & Resorts policies, procedures and code of ethics and ensures Service Essentials and Brand Standards are in place and executed

  • Performs any and all other tasks which are assigned by the executive management
Employee Status


  • 5 years experience in Rooms Division as a Department head or Division head
  • University degree in Hotel Management or related discipline a strong asset
  • Ability to analyze data and trends and create strategies for improvement, willing to take risks
  • Results oriented with the ability to be flexible and work well under pressure
  • Excellent interpersonal and communications skills
  • Proven ability to adapt to changing priorities and to multi-task
  • Having vision and ability to lead and motivate colleagues to consistently achieve goals and improve on existing product and services
  • Proven track record of effective development of others
  • Highly organized, goal and results oriented person
  • Ability to promote fun at workplace
  • Analytical skills, strength as a developer and as a leader of others, creativity, and strong planning skills are essential for this position

Visa Requirements: Applicants must be eligible to work in Canada.

APPLY TODAY: Whether you’re launching your career or seeking meaningful employment, we invite you to visit http://www.fairmontcareers.com/ to learn more about Fairmont Hotels & Resorts—and the extraordinary opportunities that exist!


At Fairmont Hotels & Resorts we offer our guests the finest hospitality experience in each of our destinations. And we know that, to offer our guests the best, we first need to offer our employees the best. That’s why you'll find exceptional work opportunities—throughout North America and the Caribbean, Europe and Africa, the Middle East and Asia Pacific—as well as industry-leading training, career development, recognition and rewards. Fairmont Hotels & Resorts is a celebrated collection of hotels that includes landmark locations like London’s The Savoy, New York’s The Plaza, and Shanghai’s Fairmont Peace Hotel. Our teams are guided by values of Respect, Integrity, Teamwork and Empowerment; we employ the highest ethical and quality standards, treating all colleagues with fairness and dignity. A community and environmental leader, Fairmont is also regarded for its responsible tourism practices and award-winning Green Partnership program. An exciting future awaits!

Primary Location: Canada-Vancouver-The Fairmont Hotel Vancouver

Employee Status: Regular

Job Level: Senior Leadership / Executive

Schedule: Full-time

Shift: Day Job

Travel: No

Closing Date: 20.Jan.2017, 11:59:00 PM

Req ID: HVC00871