Director of Rooms, Full Time

Fairmont Waterfront redefines hospitality with Pure Coastal Luxury. Our award-winning hotel, nestled on Vancouver's stunning waterfront, is consistently celebrated by top publications like Conde Naste Traveler and recognized as a Great Place to Work® Canada for a second consecutive year. We are Industry leaders in sustainability & embody our commitment to our community, featuring Vancouver's first green roof & rooftop apiary. 

Our Culture is strongly rooted in diversity, inclusion, professional growth and development - over 60% of promotions are from within. We are committed to empowering ambitious individuals to thrive. If you're a visionary who shares our values and passion for excellence, join us to help shape the future of luxury hospitality.  

Why work at Fairmont Waterfront?

• Sustainability and community commitment  - recognized with 5 Green Leaves Certification rating from Green Key Global since 2011
• Empowering Women in Leadership - More than 50% of leadership team including Executive Level, are women
• Celebrating Diversity - our team represents over 60+ countries, fostering an inclusive and global community
• Strong Culture of Belonging for the 2SLGBTQIA+ community providing year-round support, including gender inclusive change rooms
• Generous perks - Enjoy discounted rates at over 5,500 Accor hotels worldwide through our Colleague Travel Discount Program* food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program
• Comprehensive Benefits - through our Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more!
• Dining Discounts - Get 50% off at our dining establishments in Vancouver, Victoria and Whistler through our Food & Beverage Discount Program
• Exclusive Experiences - One free stay through our Be Our Guest Program
• Competitive annual salary commensurate with experience, ranging from $95,000 - $115,000

*full-time and part-time status colleagues

Summary of Responsibilities:
The Director of Rooms will oversee the Rooms Division; Housekeeping, Front Office, Fairmont Gold, Guest Services, Royal Service and Reservations and Concierge. 

Responsibilities include but are not limited to the following:

• 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 Recovery process; 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; 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/EHC, Internal Audit, Forbes & 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 wellbeing 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

Qualifications:

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

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

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS