Company Description
Fairmont Hanoi has officially opened its doors in the heart of Vietnam’s capital, marking the debut of the Fairmont brand in the country. The 241-room luxury hotel draws inspiration from the artistry of Vietnamese lacquer, blended with the rich tones of traditional culture and the elegance of Indochinese design from the French colonial era, alongside motifs influenced by Vietnam’s dynasties.
Positioned as an urban resort, Fairmont Hanoi offers a distinctive collection of experiences, including eight dining and bar venues featuring a rooftop terrace, two indoor and outdoor swimming pools, a state-of-the-art fitness centre, and a dedicated wellness floor with an immersive spa and bathhouse.
For corporate and social gatherings, the hotel features three ballrooms — highlighted by a 1,100m² grand ballroom, along with nine versatile meeting rooms, establishing it as a premier destination for meetings, conferences, and events.
Fairmont Hanoi is set to become the city’s new social epicentre, where luxury, culture, and community converge.
Job Description
The Director of Rooms leads all Rooms Division operations, ensuring seamless execution, exceptional guest experiences, and high-performing teams across Front Office, Housekeeping, and Guest Services.
Qualifications
Operations & Guest Experience
- Oversee daily operations across Front Office, Housekeeping, Concierge, and Guest Relations to ensure a seamless guest journey
- Drive operational efficiency and consistency in service standards, cleanliness, and product presentation
- Champion Housekeeping excellence, ensuring the highest standards across guest rooms, public areas, and back-of-house
- Optimize room readiness, turnaround time, and inter-department coordination
- Monitor guest feedback (LQA, TrustYou, etc.) and take proactive actions to enhance satisfaction
- Lead service recovery and handle guest escalations with a solution-oriented approach
- Collaborate closely with Engineering to ensure preventive maintenance and product upkeep
Team Development & Leadership
- Build, lead, and develop high-performing teams across all Rooms Division functions
- Drive a strong service culture and guest-centric mindset aligned with brand values
- Focus on Housekeeping capability building (skills, discipline, grooming, productivity)
- Lead recruitment, onboarding, training, and succession planning
- Coach and mentor leaders to strengthen accountability and operational ownership
- Foster engagement, teamwork, and clear communication across departments
Financial & Operational Performance
- Manage Rooms Division budget, including payroll, supplies, and operational costs
- Drive productivity and cost efficiency while maintaining service excellence
- Monitor key KPIs: occupancy, RevPAR, ADR, room readiness, housekeeping productivity, cost per occupied room
- Support strategic planning and contribute to overall hotel performance
Others
- Ensure compliance with hygiene, safety, and regulatory standards
- Maintain readiness for internal and external audits
- Drive sustainability initiatives within Rooms Division
Additional Information
Knowledge & Experience
- Minimum 8–10 years in Rooms Division with strong leadership progression, particularly in Housekeeping
- Proven experience in luxury or upscale international hotel brands
- Strong operational background with a focus on service excellence
- Pre-opening experience is an advantage
- Familiarity with PMS (e.g., Opera, Alice..) and quality audit systems
Competencies
- Strong operational leadership and execution capability
- Guest-focused mindset with attention to detail
- Ability to build and develop high-performing teams
- Strong problem-solving and decision-making skills
- Effective communication and stakeholder management
