Searching for a talented individual who has proven success in guest service delivery, training and the management of multiple departments.
Reporting to the Hotel Manager and an active member of the Extended Executive Committee, the Director of Rooms will oversee the effectiveness of guest service, employee performance and development and service enhancements for the overall Rooms division.
The successful candidate will be responsible for overseeing the strategic development of the Front Office, Fairmont Gold, Guest Services & Concierge, Royal Service, and Housekeeping.
Analytical skills, creativity, planning and strength as a developer and a leader of others are some of the skills necessary for this position.
Functions as the Strategic Business Leader of the hotels’ Rooms Operations. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the brand service strategy and brand initiatives.
The position ensures Rooms Operations meets the brand’s target guest needs, ensures colleague satisfaction, focuses on growing revenues and maximizes the financial performance of the department.
Hotel Overview : At the ocean's edge- a modern oasis, the Fairmont Pacific Rim is the most remarkable address in the city with its breathtaking harbour views, luxurious accommodation, rave-
worthy cuisine and warm hospitality.
Skills & Knowledge :
Extensive knowledge of rooms operations
Knowledge of revenue management and marketing strategies
Ability to understand complex sales organization and corresponding sales processes
Retail merchandising skills
Knowledge of purchasing, inventory controls, supplies and equipment
Knowledge of overall hotel operations as they affect department
Knowledge of governmental regulations and safety standards (OSHA, EPA, ADA)
Working knowledge of hotel laws governing operations
Strong organization skills
Ability to effectively manage labor productivity
Financial management skills e.g., ability to analyze P&L statements, develop operating budgets, forecasting and capital expenditure planning
Ability to use standard software applications and hotel systems
Strategic Planning Skills
Ability to evaluate business trends, determine applicability to customer profile and modify business strategies accordingly
Ability to creatively execute against the strategy and drive results; can originate and invent new ways to create a unique guest experience and maximize revenue
Ability to take constructive action without relying on directions from others
Ability to network and build relationships to grow the business
Ability to exercise flexibility rather than rigid adherence to procedures in order to accomplish goals
Effective decision-making skills; can choose a course of action amongst options involving uncertainty or risk
Strong problem-solving skills; encourages new innovative solutions when appropriate
Strong communication skills (verbal, listening, writing)
Effective influence skills
Strong consensus building skills
Effective change management skills
Strong customer and associate relation skills
Business Results :
Develops strategies and executes activities to drive financial results, guest satisfaction, human capital index and market share.
Operations : Sets expectation and holds the Rooms leadership team accountable for implementing the hotel strategy and brand initiatives throughout all aspects of the rooms operations.
Works with direct reports to execute the Rooms Operations strategy in the Front Office and Housekeeping. Continuously seeks to improve operations and ensures compliance with brand operating standards to ensure brand integrity.
Guest Satisfaction : Ensures products and services delivered by Rooms operations meet or exceed guest expectations, create customer loyalty and grow market share.
Executes the brand’s service strategy and continually focuses on improving guest satisfaction.
Talent & Culture : Ensures Rooms Leadership teams hire, develop and retain a diverse hourly and management workforce. As well, hires leaders who demonstrate strong functional expertise, creativity and entrepreneurial leadership.
Creates and sustains a work environment that embraces the brand’s culture, ensures fair and equitable treatment and associate satisfaction to enable business success.
Sales and Revenue Management : Focuses on building the property’s top line revenue by developing and executing against a sales strategy in all revenue producing areas.
Works with the Director of Sales and Marketing to incorporate the strategy into the overall hotel plan.
Financial Management : Develops and manages the Rooms Operations annual operating budget including capital expenditures to achieve or exceed budget expectations.
Ensures successful performance by increasing profitability and providing a return on investment for the owner and Fairmont Hotels.
Operations / Property Management :
Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution;
Works with team to put sustainable work processes and systems in place that support the execution of the strategy.
Ensures that regular, ongoing communication is happening in Rooms (e.g., pre-shift briefings, staff meetings). Continually communicates a clear and consistent message regarding departmental goals to produce desired results.
Identifies key drivers of business success and keeps Rooms leadership focused on the critical few to achieve results; ensures integration of departmental goals in game plans.
Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.
Champions change, ensures brand and regional business initiatives are implemented and communicates follow-up actions to team as necessary.
Researches and analyzes new products and pricing and services of competition. Introduces ideas to leadership team to enable property to remain competitive.
Works with direct reports to review business in house and potential business in area and troubleshoot potential challenges / conflicts;
encourages calculated risk-taking to generate incremental revenue and deliver excellent guest service.
Identifies and analyzes Rooms’ operational challenges and facilitates the development of solutions to prevent reoccurrence.
Creates an atmosphere in all Rooms areas that meets or exceeds guest expectations.
Researches new products, services or trends and introduces ideas to operations to enable property to remain competitive.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
Tours building on a regular basis speaking with associates and guests to understand business needs and assess operational opportunities.
Participates in public space walk-throughs with Engineering and Housekeeping to ensure guest rooms, public space and back of the house areas are well maintained and preventative maintenance processes are in place.
Works with community and local officials to ensure operational issues that involve external parties can be resolved in a mutually beneficial manner.
Communicates and executes departmental and hotel emergency procedures and ensures operations staff can do the same.
Guest Satisfaction :
Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.
Fosters associate commitment to providing excellent service, participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates.
Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer; ensures core elements of the service strategy are in place to produce the desired results.
Develops systems to enable associates to understand guest satisfaction results.
Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels and overall satisfaction;
effectively responds to and handles guest problems and complaints.
Observes service behaviors of associates and provides feedback to individuals and / or managers; continuously strives to improve service performance.
Facilitates / attends pre and post-convention meetings to understand group needs, sets appropriate expectations and communicates critical information to Operations team.
Reviews Trustyou comments & Tripadvisor , guest satisfaction results and other data to identify areas of improvement. Reviews findings with leadership team and ensures appropriate corrective action is taken.
Analyzes service issues and identifies trends. Facilitates the development of creative solutions to overcome obstacles and ensures implementation to continually improve guest satisfaction results.
Focuses on service failures or potential service failures for high profile groups e.g., space conflicts, direct billing errors or denials and works with team to identify long term solutions.
Incorporates guest satisfaction as a component of staff / operations meetings with an emphasis on generating innovative ways to continually improve results.
Ensures that a customer recognition program is in effect throughout Rooms operations areas.
Talent & Culture :
Hires Rooms operations management team members who demonstrate strong functional expertise, creativity and entrepreneurial leadership to meet the business needs of the operation.
Ensures Rooms operations managers develop a departmental orientation program and associates receive the appropriate new hire training to successfully perform their job.
Ensures managers cross-train associates to support successful daily operations.
Creates appropriate development plans and develops team members based on their individual strengths, development needs, career aspirations and abilities.
Ensures the same is done for all managers in the Rooms departments.
Sets goals and expectations for direct reports using the performance review process and holds staff accountable for successful performance;
coaches team by providing specific feedback to improve performance. Conducts annual performance appraisal with direct reports according to Standard Operating Procedures.
Ensures service, technical skills and leadership training occurs throughout the rooms areas to support successful daily operations.
Establishes and maintains open, collaborative relationships with direct reports and entire Rooms operations team; ensures direct reports do the same for their team.
Actively solicits associate feedback, utilizes an open door policy and reviews associate satisfaction results to identify and address colleague problems or concerns.
Ensures colleagues are treated fairly and equitably, brings issues to the attention of Talent & Culture as necessary.
Ensures that regular on-going communication takes place in rooms areas to communicate daily operations activities, set expectations and create awareness of business objectives.
Celebrates successes and publicly recognizes the contributions of team members; ensures recognition is taking place across all rooms operational areas.
Ensures hotel policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures.
Sales & Revenue Management :
Provides input & supports overall sales strategy; ensures alignment with the brand business strategy and proper pricing and positioning of the property in the market.
Provides recommendations to meet yield and Rate Index Growth (RGI) objectives.
Balances sales goals and commitments with Rooms operations ability to deliver against them.
Participates in weekly sales strategy meeting, anticipates service and staffing needs.
Attends the Revenue Management Meeting, evaluates mix of transient and group revenue and provides pricing recommendations, anticipates problem dates and proactively takes action to resolve problems.
Reviews sales contracts for current year and next year. Identifies dates when transient rates may be listing lower than group rates and recommends changes to rates if necessary or develops alternate strategy.
Ensures Rooms team has a sales strategy with aggressive sales goals and motivates individuals to achieve these goals and maximize performance.
Attends monthly projection meeting to anticipate long-term planning needs.
Communicates regularly with meeting planners on property, evaluates if operations is meeting service needs and provides feedback to operations team.
Uses the STAR report, competitive shopping and other resources to maintain awareness of the hotel’s market position, researches competitor strategies to identify ways to increase market share and maximize revenue.
Participates in meeting planner site visits or inspections and prepares operations team for the same.
Develops strong community and public relations by participating in local events or sponsoring activities that showcase the property.
Has overall responsibility for Rooms operations sales performance against budget. Participates in sales calls if required with members of the Sales team to acquire new business.
Financial Management :
Reviews reports and financial statements to determine Rooms operations performance against budget. Works with direct reports to determine areas of concern and establish ways to improve the departments’ financial performance.
Leads cost containment efforts within Rooms operations including organizational restructuring when necessary.
Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses. Focuses on maintaining profit margins without compromising guest or associate satisfaction.
Identifies opportunities to increase profits and create value by challenging existing processes, encouraging innovation and driving necessary change.
Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaches direct reports to address problem areas and holds team accountable for results.
Conducts comparative analysis, gathers best practices and directs operations team to either establish new processes and / or improve existing processes to yield greater productivity e.
g., group check-in process.
Facilitates the capital expenditure process with the rooms departments. Works with direct reports to identify ways to improve product or service levels and add value for the customer and associates.
Ensures capital expenditure funds are being used to address the priorities outlined in the brand business strategy.
Negotiates contracts with retailers, service vendors and other contractors to obtain agreements that are beneficial for the property in accordance with SOPs (e.g., Avendra).
Other duties as assigned.
Ensure the smooth and efficient day to day delivery of guest service from curb to pillow.
Coordinate the implementation of and enhancement to minimum standards of guest service.
Provide the guest with a flawless, proactive and sincere service from an engaged and empowered workforce committed to creating a memorable experience.
Ensure that monthly financial outlooks and results for rooms division are accurate
Coordinate the preparation of the annual Room’s budget from a revenue, cost, productivity, and efficiency levels perspective.
Coordinate Room’s division capital planning with department heads.
Network within our industry, keeping up to date with future trends and opportunities.
Participate in the Revenue Management process ensuring rooms revenue is maximized in order to achieve Financial Success (RevPar and GOP).
Establish and monitor effective goals and measurements for the Division in all areas (RPS, OES, GOP).
Ensure the consistent standards of services and implement action plans to achieve 90% and above in brand standards audits, LQA, AAA & Forbes Five Star audits.
Assist in the development and execution of hotel wide five year strategic plan.
Oversee the effective development of and revision to all rooms division training programs.
Build and maintain employee relationships, conduct monthly communication meetings & manage a leadership succession plan.
Ensure appropriate and timely recognition for teams and participate in organizing divisional and hotel recognition events.
Oversee employee and leader planning, recruitment, selection and development through goal development and coaching.
Ensure effective leadership, training, development, and performance management of colleagues and ensure department heads are following same.
Coach and mentor colleagues. Create an environment that allows colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts.
Responsible for Crisis management and BCP plans for the division, and member of hotel crisis mgmt team
Seek feedback and follow-up on guest comments in order to achieve the targeted RPS score and managing the Trust you, Voice of the guest program.
An active member of the Extended Executive Committee who is committed to the ongoing development of our leadership group.
2 to 3 years experience as Director, Rooms in a 5 Diamond or 5 star environment
Experience in Front Office Operations and Housekeeping required.
Hospitality and / or business degree / diploma an asset
International experience in established Luxury hotels is required.
Proven track record of implementing new initiatives, establishing SOP’s, managing multiple leaders and teams required.
Experience in budget preparation, upsell techniques, cost & productivity management.
Implement strategic approaches to elevate guest services and experiences.
Keen eye for cleanliness and attention to details
Proven effective development of others, great motivator
Excellent interpersonal and communications skills
Highly organized, goal and results oriented person
Analytical skills, strength as a developer and a leader of others, creativity, and strong planning skills are essential for this position.
Ability to anticipate guest needs
Visa Requirements : Must have valid authorization to work in Canada. The hotel is unable to assist with obtaining work authorization.