Assistant director of rooms

Job Description

Job Duties Include

• Reporting to the Director of Rooms, responsibilities and essential job functions include but are not limited to the following:
• Oversee the daily operations of Front Office, Fairmont Gold, VIP Concierge, and Service Excellence initiatives.
• Provide strategic leadership to Front Office operations, ensuring efficient arrival, departure, and guest service processes while maintaining luxury service standards.
• Lead the strategic evolution of Fairmont Gold & VIP Team, implementing innovative guest services and luxury standards.
• Assist the Director of Rooms in developing and executing division strategies aligned with hotel and brand objectives.
• Drive operational excellence and service enhancements across Front Office, Housekeeping, Guest Services, and Fairmont Gold.
• Manage and mentor department leaders and colleagues, fostering a culture of coaching, accountability, career development, and high performance.
• Ensure brand standards, including LQA and Loyalty program standards, are maintained, audited, and enhanced.
• Lead Service Excellence initiatives utilizing guest feedback platforms such as TrustYou, SCORE, and KIPSU.
• Handle escalated guest concerns and oversee resolution to ensure exceptional guest satisfaction.
• Contribute to departmental budgeting, forecasting, labor management, and operational planning.
• Collaborate closely with interdepartmental teams including Food & Beverage, Spa, Golf, Recreation, and Staff Services.
• Participate in the planning and execution of capital projects, renovations, and luxury suite operational requirements.
• Monitor industry trends and recommend innovative product or service offerings.
• Support recruitment, training, and development programs to build a strong pipeline of Rooms Division talent.

Your Skills & Qualifications

• Minimum 3 years experience in a Front Office Manager, Executive Housekeeper, or Rooms Division leadership role.
• Proven ability to lead, motivate, coach, and develop teams.
• Strong guest service orientation with a focus on luxury service standards.
• Excellent organizational, planning, and problem-solving skills.
• Strong communication, presentation, and public speaking abilities.
• Comprehensive knowledge of Front Office and Housekeeping operations, policies, procedures, and expense management.
• Proficiency in Excel, Word, PowerPoint, and operational management tools.
• Highly motivated, results-oriented, and able to perform under pressure.