Director of Operations

Job description

Company Description

Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences.

Job Description

Business Performance

·  Support the annual budgeting process and financial forecast for the operations departments
·  Ensure that all operations departments are maximizing revenue and profit potentials while minimizing costs and staying within budget guidelines
·  Analyze monthly P&L and month-end reports, identify deviation from business plan goals
·  Gather and report financial information to the General Manager

Operation

·  Develop, recommend, implement and manage the operational department’s annual and long term goals
·  Conduct daily briefing with management on current key activities
·  Ensures optimal compliance with corporate focus audit, local health and safety, and other statutory regulations
·  Evaluates changes in guest needs, guest mix and competitive set. Recommend appropriate products/services and operational changes as necessary
·  Anticipate and address guest issues, establish proactive processes to promote guest satisfaction
·  Communicate in an effective and timely manner with General Manager and Executive Committee on matters which require their attention
·  Represent the Brand in projecting a credible image to the market, residents and colleagues alike
·  Be present to personally welcome key residents and patrons, and entertain key accounts’ representatives
·  Help to ensure all Marketing and PR Communications materials are in compliance with the Brand Marketing guidelines
·  Be visible around the hotel and show an active interest in our colleagues’ welfare
·  Help and support in establishment of positive owner relations through proper and appropriate communications with the appointed Owner’s representative
·  Follow appropriate protocol in communicating with the appointed Owner’s representative and keep the General Manager informed of such communications

Team Management

·  Manage performance issues that arise within the operational departments. Train, develop, coach and counsel, conduct performance evaluations and resolve problems of departmental team members and managers
·  Assist General Manager with interviews, selection and recruitment of operations departments management team
·  Identify and develop team members with potential
·  Conduct performance review and manages performance issues that arise within the operations departments management team
·  Constantly monitor team members performance, attitude and degree of professionalism

Main Complexity/Critical issues in the Job

Ensures guest and employee satisfaction, while maintaining market competitiveness and exceptional financial performance

Qualifications

·  Bachelor’s Degree from a reputable hospitality school preferred
·  Minimum 5 years of operational management experience with strong F&B background or at least 2 years of experience in a similar capacity
·  High degree of professionalism with strong understanding of hotel operations and business acumen
·  Excellent reading, writing and oral proficiency in English language
·  Ability to communicate in a local language where the hotel operates is desirable
·  Strong working knowledge of MS Excel, Word, & PowerPoint

Additional Information

Our commitment to Diversity & Inclusion :

We are an inclusive company, and our ambition is to attract, recruit and promote diverse talent.