Company Description
Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences.
Job Description
MEMBERSHIP OPERATIONS
• Own the day-to-day running of the Membership CRM — keeping all the Account pipelines current, accurate, and actioned
• Process new member and Corporate Account applications end to end: document collection, KYC, onboarding, welcome letter dispatch, and membership card issuance
• Track and reconcile member allocations across every benefit — Third Room bookings, Blu Xone vouchers, suite nights, Gold Room bookings — against what each tier is entitled to
• Serve as the first point of contact for member queries, escalating to the Director where judgement calls on benefits or exceptions are needed
• Support renewal tracking and flag lapsing memberships ahead of time
THE THIRD ROOM
• Coordinate day-to-day bookings across the nine named rooms, working with the front-of-house and concierge teams to ensure member allocations, minimum-attendance rules, and billing are correctly applied at the point of booking
• Act as a point of escalation for the floor concierge team on member-specific questions
• Monitor room-mix usage patterns and feed observations back to the Director ahead of periodic allocation reviews
EVENTS & CULTURAL PROGRAMMING
• Support delivery of Roswyn's cultural calendar, including on-the-ground event management
• Coordinate logistics for partner-hosted events at Roswyn (galleries, founder communities, media partners, corporate hosts), working directly with external partners on run-of-show, guest lists, and venue requirements
• Assist with the Artist in Residence programme — scheduling, hospitality coordination, and day-to-day support for the resident artist
• Maintain the Cultural Partnerships & Events Tracker, keeping partner status, next actions, and event details current
CROSS-FUNCTIONAL COORDINATION
• Liaise with Sales, Marketing, and Finance to keep membership collateral, pipeline reporting, and revenue tracking aligned with the Director's direction
• Work with the hotel's IT and front-office teams on system and process issues affecting member experience
• Support the Director in preparing materials for ownership, GM, and Ennismore-level updates
Additional Information
• 1-3 years of experience in hospitality operations, membership/loyalty programmes, luxury retail clienteling, or events management
• Genuinely organised — comfortable owning a CRM, a pipeline, and a run-of-show simultaneously without letting any of them slip
• Strong written and verbal communication; equally at ease drafting a member welcome letter and briefing a partner on event logistics
• A natural comfort with people — members, partners, and colleagues across departments — and the judgement to know when to handle something directly versus flag it upward
• An interest in art, design, hospitality, or cultural programming is a strong plus, given the role's proximity to Roswyn's cultural calendar and partnerships
• Proficiency with standard office and CRM tools; comfort picking up new systems quickly
