Director of Rooms Operations

Victoria Golf Resort & Spa Managed by Accor

The property will be managed by Accor under white label while it undergoes a comprehensive property improvement plan. Upon completion, Victoria Golf Resort & Spa will be fully rebranded as a Fairmont property, its exceptional golf facilities and beautiful natural surroundings perfectly complementing the wider Fairmont Hotels & Resorts portfolio. Accor will ensure a seamless transition and integration of Fairmont’s signature brand markers, complemented by touches that celebrate the property’s local culture – positioning the hotel at the heart of the local community and destination.

Take the opportunity to become a Heartist®, and let your heart guide you in this world where life beats faster.

Director of Rooms Operations

Lead with purpose. Serve with excellence. Inspire every guest journey.

As a key member of the executive leadership team and reporting directly to the General Manager, the Director of Rooms Operations plays a pivotal role in orchestrating the guest experience across the hotel. Overseeing Front Office, Housekeeping, Spa, Food & Beverage, you will lead with vision and operational excellence, ensuring seamless service from arrival to departure.

This is a strategic and hands-on leadership role, combining guest-centric service with performance-driven management. You will collaborate closely with department heads and fellow executive committee members to elevate guest satisfaction, team engagement, and overall hotel results — all while upholding the legendary standards of Fairmont hospitality.

If you are passionate about delivering exceptional guest journeys, developing high-performing teams, and leading in a luxury environment, this role is your opportunity to make a lasting impact.

Summary of the Responsabilities :

Reporting to the General Manager, the essential duties and responsibilities of the position include, but are not limited to:

• Consistently offer professional, warm, and engaging service
• Contribute as a key member of the Hotel Executive Committee, driving employee engagement, RPS and profitability
• Ensure all Rooms Division leaders consistently uphold luxury service standards.
• Maintain compliance with all Brand and Service Standards (LQA) across the Rooms Division through compliance audits on an ongoing basis to assist in the development of training programs and performance gaps.
• Address and resolve guest and colleague concerns promptly and professionally.
• Foster a culture where colleagues exceed guest expectations and are provided with career development opportunities.
• Lead the pre-opening efforts of the Rooms Division, including recruitment, training, operational setup, and team development.
• Ensure the seamless setup and operation of all guest room services, public areas, and departments such as Front Desk, Guest Relations, Housekeeping, Guest Services and Spa.
• Cultivate a high-performance culture within the Rooms Division, motivating and guiding a team of passionate and service-driven professionals.
• Monitor guest feedback and metrics, proactively addressing opportunities for improvement to enhance guest satisfaction.
• Manage budgets and financial performance of the Rooms Division, ensuring cost control and operational efficiency while maintaining luxury service levels.
• Collaborate with other departments to ensure seamless hotel-wide operations and an elevated guest experience.
• Drive innovation within the Rooms Division
• Collaborate with the Director of Engineering to prioritize and address outstanding work orders for guest rooms, public areas,
• Drive employee engagement across all Rooms departments and contribute to executive team strategies.
• Engage with all hotel departments through participation in meetings and committees as required.
• Ensure division representation in key hotel committees (Heartist, Sustainability, Health & Safety…).
• Oversee the performance review process for the division, ensuring continuous development and accountability.
• Lead crisis management efforts for the division and play an active role in the hotel’s crisis management team.
• Develop and execute and operating business plan and prepare and execute annual capital plans.
• Actively contribute to the hotel’s strategic plan.
• Stay ahead of industry trends, identifying opportunities for innovation in products and services.
• Keep INES profile up to date
• Participate in an annual performance review with the manager
• Commit to service quality, discretion, and complete honesty
• Maintain a professional attitude, smile, and remain calm at all times
• Comply with departmental policies, procedures an standards
• Ensure adherence to all safety policies.
• Perform other duties as assigned.

Qualifications

• Minimum 7 years’ experience in a Front Office Manager, Executive Housekeeper or previous Rooms Division position in a luxury hotel required
• Fluency in Portuguese and  English ; additional languages are an asset.
• Degree in Hospitality Management
• Proven ability to effectively lead, motivate, coach and develop your team
• Strong guest service orientation and training skills background
• Highly motivated, organized, goal and results oriented individual who thrives under pressure
• Self‑motivated, with the ability to make effective decisions
• Strong presentation and public speaking skills
• Comprehensive knowledge of Front Office and Housekeeping operations, policies, procedures and Expense management

Our Values

Respect:
We value the needs, ideas, and individuality of others. We treat everyone with fairness and dignity.

Belonging:
We celebrate our differences. We support one another and always stand together.

Integrity:
We build trust through mutual respect and authenticity.

Empowerment:
We have the power to take initiative and anticipate moments that create unforgettable experiences.

Excellence:
We build genuine connections and cherish every opportunity to make those around us feel special.

Diversity and Inclusion

Committed to creating an inclusive environment where diverse talents thrive, we welcome candidates from all backgrounds to join our team.

Employee Benefits

Join our team and enjoy a range of exclusive colleague benefits, including complimentary upgrades, extended stays, discounted stays at Accor , Fairmont and Raffles properties, special discounts on dining and wellness services, and additional luxuries to enhance your experience.
We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.