Assistant Director, Rooms

Are you ready to join a team that thrives on excellence and embraces limitless potential? Fairmont Southampton, Bermuda’s largest resort, invites exceptional individuals to be part of our award-winning team and shape the future of hospitality.

Following a multi-million-dollar renovation, our 593-room resort is Bermuda's largest, featuring nine restaurants, a 30,000-square-foot spa, an 18-hole par three golf course and a captivating Beach Club. Opportunities for growth and success are boundless.

Our culture emphasizes respect, teamwork, and professionalism, supported by comprehensive benefits, including: health insurance, worldwide travel discounts and wellness programs. Join our diverse and inclusive team, where your unique talents and perspectives are celebrated.

Dare to go beyond the ordinary, unlock your potential and make a lasting impact at Fairmont Southampton. Together, let's create memories that exceed expectations. #BeLimitless

What’s in it for you?

As part of Accor, a global hospitality leader with over 5,500 hotels worldwide, you’ll enjoy:

• Opportunities for growth and development, mentorship, and international mobility
• Health insurance, retirement savings plans, and comprehensive wellness programs
• Worldwide travel discounts and preferred rates across the Accor portfolio
• A supportive, inclusive culture grounded in respect, teamwork, and professional development

Start your journey with us today and explore the possibilities! #BeLimitless

As Assistant Director, Rooms, reporting to the Executive Assistant Manager, Rooms & Recreation you will play a key leadership role in shaping the guest experience and operational excellence across the Front Office, Guest Services, Concierge, Housekeeping, Welcome Team, and Fairmont Gold. You will support the Executive Assistant Manager in providing strategic direction, fostering a culture of service excellence, and delivering refined, seamless operations throughout the Rooms Division.

What You Will Be Doing

Operational Excellence & Service Leadership

• Champion luxury service standards and ensure full compliance with Brand and LQA requirements through regular audits, coaching, and training initiatives.
• Resolve guest and colleague concerns with urgency and professionalism, consistently reinforcing a culture of service excellence and colleague development.
• Oversee Rooms Division renovation projects and public-area enhancements, collaborating with the EAM and Director of Facility Operations to prioritize and address work orders.
• Partner with Engineering and Housekeeping to execute bi-annual preventive maintenance and deep-cleaning programs, ensuring all guest-facing areas meet brand and quality expectations.
• Ensure the accuracy and consistency of all online and digital guest-facing information.

Business Performance & Financial Leadership

• Support the development of the annual Rooms budget, including capital planning and operating forecasts.
• Lead cost-control efforts and optimize revenue opportunities through effective labor planning, inventory management, and upselling initiatives.
• Oversee the performance management process across the Rooms Division, driving accountability, development, and succession planning.

People Leadership & Culture Development

• Drive a highly engaged, collaborative, and high-performing team environment rooted in empowerment, recognition, and the Heartist® philosophy.
• Lead recruitment, onboarding, and training initiatives for colleagues and leaders, fostering growth and career development.
• Promote Accor’s Global Leadership Program through hands-on coaching and mentorship.
• Represent the Rooms Division on key hotel committees (DEI, Heartist, Sustainability, Health & Safety).

Sustainability, Safety & Innovation

• Maintain and uphold all Health & Safety policies, procedures, and emergency response protocols.
• Champion ESG and sustainability initiatives, identifying opportunities to enhance environmental performance and responsible operations.
• Contribute to crisis management planning and response as part of the hotel’s leadership team.
• Monitor industry trends and introduce innovative solutions that enhance efficiency, guest satisfaction, and competitive advantage.

Guest & Stakeholder Engagement

• Serve as an ambassador for the Rooms Division, ensuring tailored experiences for VIPs, loyalty members, and key guests.
• Support Sales & Marketing through property site visits, special events, and brand-aligned activations.
• Maintain strong relationships with internal and external business partners to advance operational success and guest satisfaction.
• Embodying Fairmont’s “Make Special Happen” brand philosophy; consistently elevate the guest experience through a strong presence, a hyper focus on guest feedback, proactive service recovery, and a commitment to continuous improvement across all aspects of service delivery.
• Perform additional responsibilities as assigned by the Executive Assistant Manager.

What we’re looking for:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: ·

Experience

• Minimum of three (3) years of leadership experience as a Front Office Manager, Executive Housekeeper, or Rooms Division Leader within a luxury hotel environment.
• Demonstrated experience leading Rooms Division operations in a high-service, guest-focused setting.

Education

• University degree in Hospitality Management or a related field is an asset.

Competencies / Knowledge / Skills

• Strong knowledge of Front Office, Housekeeping, Guest Services, and Rooms Division operations, policies, procedures, and expense management.
• Proficiency with hotel operational systems and software commonly used by Accor properties, such as:
  • Opera Property Management System (PMS) (Opera Cloud or similar)
  • Central Reservations System (CRS) familiarity
  • Guest feedback and reputation management platforms
  • Microsoft Excel, Word, and PowerPoint or equivalent tools for reporting and analysis.

• Strong guest-service orientation with experience in training, service excellence, and hyper focus on guest feedback and service recovery.
• Ability to interpret guest satisfaction scores, online reviews, and service metrics to drive improvements.
• Proven ability to motivate, coach, and develop high-performing teams, including conducting performance reviews and training programs.
• Strong change management, delegation, and conflict-resolution capabilities.
• Excellent verbal, written, and presentation skills with the ability to interact professionally with guests, colleagues, and stakeholders at all levels.
• Sound decision-making and problem-solving skills in fast-paced environments.
• Competency in departmental financial awareness including forecasting, budgeting fundamentals, payroll control, and operational cost tracking.
• Ability to analyse performance data and implement improvement strategies.
• Deep understanding of luxury brand service standards and the ability to ensure compliance with Accor/Fairmont brand expectations and audit readiness.

Personal Attributes

• Highly organized, self-motivated, results-oriented and committed to continuous improvement.
• Professional presence, adaptability, cultural sensitivity, and calmness under pressure.
• Commitment to embodying Fairmont’s “Make Special Happen” philosophy through visible leadership

Circumstances

• Ability to work flexible hours, including weekends, holidays, and peak operational periods, as required by hotel operations.

Your team and working environment:

Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry.  Our mission is to turn moments into memories for our Guests.  An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service.

Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.