Director, Rooms

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Hotel Overview:

Discover the wonder of Washington, D.C. from your perfect home base in the heart of charming Georgetown. Washington, D.C. is a center of power that has shaped world history, a big city with a small-town feel, and a vibrant hub for exciting social, dining, and cultural scenes. Experience it all from an iconic neighborhood hotel that will feel like your own private residence in the heart of the Capital.

What is in it for you?

• Employee Travel discounted rates on rooms, dining and spa experiences at Accor Hotels worldwide
• Learning programs through our Academies and the opportunity to earn qualifications while you work
• Opportunity to develop your talent and grow within your property and across the world!
• Competitive health care benefit plans for you and your family
• Ability to make a difference in the local community through our Corporate Social Responsibility activities

Salary Range: $125,000.00 – $145,000.00 per annum

What you will be doing:  

Reporting to the Hotel Manager, the Director, Rooms will lead the Front Office, Royal Service, Reservations, Concierge, Housekeeping, Guest Services and Fairmont Gold departments. This is a hands-on role that provides strategic leadership and functional guidance to operational leaders and partners. The DOR works closely with other executive committee members and department heads to support guest service and colleague engagement throughout the hotel while at the same time maximizing overall hotel performance.

Responsibilities and essential job functions include but are not limited to the following:

• Contribute as a key member of the Hotel Executive Committee, driving employee engagement, guest satisfaction and profitability
• Demonstrate a commitment to Leadership, Guest Service excellence and our Brand Promise.
• Ensures brand and service standards are in place (including ALL Loyalty program & LQA), maintained, embraced, audited, improved upon and celebrated.
• Optimize revenue opportunities for the rooms division while maintaining effective cost control practices
• Facilitate and coordinate marketing initiatives, sales site visits, and special requests from other departments
• Ensure Guest and Colleague concerns are resolved satisfactory in a professional and timely manner
• Establish and monitor effective goals and measurements for the Division through the utilization of the tools and resources with the Performance Management Program (PMP).
• Oversee all Rooms-related renovations and public area projects.
• Conduct a full monthly evaluation of all online guest-facing tools (i.e. In Touch, Kipsu, Alice) to ensure accuracy and brand compliance.
• Proactive and engaged recruitment, selection, training, mentoring and development of Leaders and Colleagues to ensure a pipeline of Rooms Division talent is ready for promotion within the Hotel and within the Company.
• Engage with all hotel departments through participation in meetings and committees as required.
• Ensure division representation in key hotel committees (DEI, Recognition, Sustainability, Health & Safety).
• Champion sustainability initiatives and identify innovative environmental opportunities within the division.
• Lead crisis management efforts for the division and play an active role in the hotel’s crisis management team.
• Develop and execute on annual & monthly operational capital projects, budgets & forecasts; expenses, staffing levels and productivity.
• Participate in the development and execution of the Hotel Strategic Plan.
• Maintain strong relationships with business partners.
• Champion the Rooms side of our Internal audit and follow up action plan derived from audit to ensure compliance
• Review industry trends for new and innovative product and service opportunities.
• Customer Service Champion – lead all Rooms Division departments to monitor, engage, support and embrace Voice of the Guest & Social Media Guest Satisfaction daily, monthly & yearly results and rankings to ensure there is a consistent focus of continued improvement    
• Utilizes labour management tools (Watson) and strategies to ensure the right amount of people are in the right place at the right time for the right job
• Other duties & responsibilities as assigned

Qualifications:

• Minimum 3 years’ experience in a Director Front Office, Executive Housekeeper or previous Rooms Division position required
• University/College degree in a related field preferred
• 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
• Effective tracking and follow up skills
• Strong presentation and public speaking skills
• Comprehensive knowledge of Front Office and Housekeeping operations, policies, procedures and expense management
• Operational knowledge of Excel, Word, PowerPoint

Physical Aspects of Position (include but are not limited to):

• Constant standing and walking throughout shift, lifting pushing and pulling up to 50lbs

Visa Requirements: 

Applicants must be able to provide proof that they are legally able to work in the United States. 

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