Director, Operational Excellence

Who We Are

A Storied Past. A Brilliant Future.
For over 95 years, Fairmont Royal York has stood as a beacon of luxury and excellence in the heart of Toronto. Opened in 1929, this historic hotel was once the tallest building in the British Commonwealth, and today, Fairmont Royal York continues to be a symbol of timeless elegance and modern sophistication. Where tradition meets innovation, and every day offers a chance to make history, a million stories have been told. Join us in creating our next chapter with your story.

Why work for Fairmont?

A Rich History
Join a storied tradition at Fairmont Royal York, where nearly a century of luxurious hospitality and exceptional service have made us a Toronto landmark.

A Culture of Excellence
Be part of a dedicated team committed to delivering unparalleled guest experiences and maintaining the highest standards of service.

Grow, Learn and Enjoy!
Benefit from comprehensive training programs, mentorship, and a supportive work environment that empowers you to reach your full potential.

New Energy for A Storied Landmark
As the world and Toronto move toward a more sustainable future, our landmark hotel is in a stunning transformation for the zero-carbon century ahead.

As the Director, Operational Excellence, you will be responsible for executing strategic process improvement initiatives that enhance operational efficiency, optimize resources, and improve guest satisfaction. You will collaborate with department leaders, frontline teams, and both internal and external sources to identify inefficiencies, implement best practices, and foster a culture of continuous improvement. 

What You Will Be Doing:

Execute Continuous Improvement Projects 

• Implement process changes based on insights from internal and external sources. 
• Lead cross-functional projects focused on operational efficiency, resource optimization, and service excellence. 
• Develop and track KPIs to measure the impact of initiatives. 

Operational & Resource Optimization 

• Identify opportunities for operational efficiencies and process improvements across housekeeping, F&B, maintenance, front desk, and other departments. 
• Streamline workflows to enhance productivity and reduce waste. 
• Optimize inventory management, labor scheduling, and procurement processes. 

Stakeholder Engagement & Change Management 

• Partner with department heads to ensure smooth adoption of new processes. 
• Conduct training and coaching sessions to embed continuous improvement principles. 
• Act as a liaison between the hotel and the internal and external experts, ensuring recommendations are effectively implemented. 

Performance Monitoring & Reporting 

• Use data analytics and continuous improvement methodologies to track improvements. 
• Present findings, insights, and progress reports to senior leadership. 
• Ensure compliance with brand standards and operational policies. 

• 10+ years of experience in process improvement, operations, or hospitality management, with a proven track record of driving operational excellence in complex environments. 
• Expertise in Six Sigma, Lean, or equivalent continuous improvement methodologies (such as Kaizen, TQM, or Agile), with a focus on delivering impactful results. 
• Strong project management experience, with the ability to lead cross-functional teams and deliver large-scale initiatives on time and within scope. 
• Comprehensive knowledge of hotel operations, including key areas like Communication, LQA (Luxury Quality Assurance), EES (Employee Engagement Surveys), RPS (Reputation Performance Scores), and Audit processes. 
• Proven ability to drive measurable outcomes by improving operational efficiency and guest satisfaction across departments. 
• Experience integrating sustainability initiatives into operations to ensure long-term benefits. 
• Strong ability to collaborate with internal teams and external partners to implement improvements and optimize performance. 
• Excellent leadership, data analysis, and stakeholder management skills, with a focus on achieving results. 

Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.