Director of Rooms

Explore limitless possibilities, dreams and adventures on Hawai’i Island as you blaze a trail for a rewarding career in hospitality. Embrace our passion for Hawai’i’s heritage, culture and traditions with amazing career opportunities that await you in paradise. Journey into a luxury oasis where the aloha spirit comes alive.

Fairmont Orchid is an award-winning luxury resort located on the majestic Kohala Coast of Hawai‘i Island. Immerse yourself in an authentic Hawaiian experience, surrounded by 32 oceanfront acres of lush tropical gardens, cascading waterfalls and a tranquil white sand beach and lagoon. Hawai‘i’s warmth and serenity are reflected throughout the design of our family-friendly hotel accommodations with spacious guest rooms, suites and the exclusive Fairmont Gold concierge floor.

Resort amenities include our Spa Without Walls, a 10,000-square-foot oceanfront pool, cultural activities, onsite restaurants, access to world-class golf, a 24/7 fitness center and a 10-court tennis pavilion. Inspired by culture, well-being and genuine aloha, Fairmont Orchid welcomes you to experience authentic Hawai‘i.

What is in it for you:

• Premium preferred provider medical/drug/vision benefits at competitive prices.
• We put you first & value you with employer paid coverage for group life and accidental insurance coverage (1x annual salary) + Coverage is available for your ‘ohana!*
• We believe that hospitality has the power to unlock a better tomorrow with our 401(k)/retirement saving plan & matching program.
• Don’t just live in the moment – own your moment with 15 paid holiday/personal days per year + 10 days of paid vacation that begin accruing immediately*
• Incentive Bonuses are available to inspire creativity & dedication to deliver exceptional experiences. 
• We go the extra mile by offering 50% discounts at hotel restaurants, 50% discount on retail items at our Fairmont Store & 30% discount of services offered in our Spa Without Walls.
• We are globetrotters taking advantage of our Travel Program with unlimited employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)*
• Complimentary food & beverage on property

Reporting to the Hotel Manager, the Director of Rooms (DOR) is responsible for providing strategic, operational, and inspirational leadership for all Rooms Division departments, including Front Office, Royal Service, Housekeeping, Guest Services, and Fairmont Gold.

This role is both strategic and hands‑on, ensuring the consistent delivery of Fairmont’s world‑class service standards while fostering a positive, inclusive, and respectful work environment within a unionized operation. The Director of Rooms works closely with the Executive Committee, department heads, union partners, and operational leaders to drive guest satisfaction, colleague engagement, and overall hotel performance.

Primary Responsibilities & Essential Functions

Leadership & Brand Stewardship

• Act as a key member of the Hotel Executive Committee, contributing to hotel‑wide strategies that drive guest satisfaction, colleague engagement, and profitability
• Champion the Fairmont Brand Promise, Luxury Service Standards, and Accor values in all Rooms Division operations
• Ensure all brand, service, and loyalty program standards (including ALL Loyalty, LQA, and internal quality audits) are consistently implemented, maintained, measured, audited, improved, and celebrated

Guest Experience & Service Excellence

• Ensure exceptional, personalized guest experiences across all Rooms Division touchpoints
• Serve as the Customer Experience Champion by actively leading Voice of the Guest and social media engagement, monitoring daily, monthly, and annual performance metrics
• Ensure guest concerns and escalations are resolved professionally, timely, and in alignment with Fairmont service recovery principles

Operational & Financial Performance

• Optimize Rooms Division revenue opportunities while maintaining effective cost control and productivity standards
• Develop, manage, and execute annual and monthly operating budgets, forecasts, staffing models, and productivity targets
• Utilize labor management systems (e.g., Unifocus) to ensure staffing levels comply with service standards, operational demand, and collective bargaining agreements
• Oversee all room‑related renovations and public area projects in partnership with Engineering, Ownership, and Brand teams

Union & Colleague Relations

• Lead and manage the Rooms Division within a unionized environment, ensuring compliance with all applicable collective bargaining agreements (CBAs), labor laws, and company policies
• Foster collaborative, respectful relationships with union representatives and colleagues
• Partner closely with People and Culture on staffing, scheduling, performance management, investigations, corrective action, and grievance resolution
• Ensure fair, consistent, and documented application of policies, standards, and disciplinary processes

Talent Development & Engagement

• Proactively recruit, select, train, coach, mentor, and develop leaders and colleagues to build a strong internal talent pipeline within the Rooms Division
• Support succession planning and leadership development for future growth within the hotel and Fairmont/Accor network
• Promote colleague engagement, recognition, DEI initiatives, and well‑being across the division

Systems, Technology & Compliance

• Conduct monthly audits of all guest‑facing operational platforms (e.g., Hudini, Kipsu, Alice) to ensure accuracy, functionality, and brand compliance
• Champion Rooms Division participation in internal audits and ensure follow‑up action plans are implemented and tracked
• Stay informed on industry trends, evolving guest expectations, and innovative service and technology opportunities

Collaboration & Governance

• Actively engage with all hotel departments through required meetings, committees, and cross‑functional initiatives
• Ensure Rooms Division representation in key hotel committees, including Health & Safety, DEI, Recognition, Sustainability, and Crisis Management
• Lead divisional crisis response and serve as an active participant on the hotel’s crisis management team
• Participate in the development and execution of the Hotel Strategic Plan

Your experience and skills include:

• Minimum three (3) years of senior Rooms Division leadership experience (Director of Front Office, Executive Housekeeper, or equivalent)
• Demonstrated experience successfully leading teams in a unionized hospitality environment
• Proven ability to inspire, coach, and develop leaders and colleagues
• Strong guest service orientation with a deep understanding of luxury hospitality standards
• Highly organized, performance‑driven professional who thrives in a fast‑paced setting
• Strong analytical, tracking, and follow‑up skills
• Excellent written, verbal, presentation, and public speaking skills
• Comprehensive knowledge of Front Office and Housekeeping operations, labor management, budgeting, and expense controls
• Proficiency in Microsoft Excel, Word, PowerPoint, PMS, labor management, and POS systems

What We Are Looking For (Fairmont Culture Fit)

• You value individuality and authenticity, Fairmont celebrates individuality, not uniforms of personality
• You bring a genuine passion for luxury hospitality and meaningful guest connections
• You lead with humility, presence, and approachability
• You are hands‑on, solution‑oriented, and comfortable rolling up your sleeves
• You thrive in collaborative environments and maintain strong labor partnerships
• You balance strategic thinking with operational excellence
• You lead by example and cultivate an environment where colleagues feel respected, supported, and empowered to be their best

Physical Aspects of Position

Physical demands include, but are not limited to:

• Prolonged standing and walking throughout the hotel
• Lifting, pushing, and pulling items up to 50 lbs
• Frequent movement between guest rooms, public spaces, and back‑of‑house areas

Salary Range: $135,000 - $161,000 USD

Visa Requirements: Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. 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/

About Fairmont Hotels & Resorts: 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 hotel 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 colleague with fairness & 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!

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

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#AlohaOrchid