Director of Rooms

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

Job Purpose

This position is responsible for the planning, supervision and management of all sections of Front Office, Housekeeping & Spa to ensure that the overall service standards delivery are maintained in accordance to the Hotel’s strategic plan and standard.

Key Interactions

Internally

·  Catering Sales
·  Engineering
·  Finance
·  F&B
·  Housekeeping
·  IT
·  Kitchen
·  Purchasing
·  Reservations
·  Sales & Marketing
·  Talent & Culture

Externally

·  Guests
·  Suppliers
·  Vendors

Primary Responsibilities

Business Performance

·  Prepare and analyze monthly P&L and month-end reports, identify deviation from business plan goals
·  Work with the Finance in the preparation and management of the department’s budget and financial forecasts
·  Participate in management meetings to review progress towards achievement of business plan goals and develop the annual business plan related for the department
·  Coordinate with Reservations, Sales & Marketing departments to work on appropriate strategies to enable the company to make sound business decisions and meet business plan goals

Front Office Operation

·  Tour hotel daily, audit team members’ adherence to hotel policies and procedures in all phases of service and job functions. Follow up with designated personnel when needed
·  Conduct line-ups, review all information pertinent to the day’s business
·  Conduct weekly meetings with divisional managers and review all information pertinent to the week’s business
·  Review departmental/divisional profits, payroll expenses, rooms’ expenses, cost per occupied room, previous day’s occupancy and room revenues
·  Analyze market trends and review clientele to work on upsell opportunity to increase the hotel’s revenue
·  Monitor and handle guest complaints in an expedient and effective manner
·  Anticipate sold-out situations; assist in locating alternative accommodations for guests and assist in following up with guests in accordance with hotel policies and procedures
·  Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory
·  Monitor monthly status of all accrual categories, i.e., linen, bathrobes, uniforms, etc.
·  Guest Services: Oversee all front office operations including check-in/check-out, reservations, and guest services. Ensure a seamless and positive guest experience.
·  Team Leadership: Manage Front Office staff, including recruitment, training, and performance management. Foster a motivated and high-performing team.
·  Operational Efficiency: Monitor and optimize front office processes to enhance efficiency and guest satisfaction.

Housekeeping:

·  Standards and Procedures: Establish and maintain high cleanliness and maintenance standards for guest rooms and public areas. Implement and enforce housekeeping procedures.
·  Staff Management: Supervise Housekeeping staff, including scheduling, training, and performance evaluations. Ensure effective communication and teamwork.
·  Inventory and Supplies: Oversee the management of housekeeping inventory and supplies, ensuring adequate stock levels and cost control.

Spa:

·  Service Excellence: Manage spa operations to deliver exceptional service and guest satisfaction. Oversee spa treatments, services, and guest interactions.
·  Team Leadership: Recruit, train, and manage spa staff, ensuring they adhere to service standards and provide a high-quality experience for guests.
·  Marketing and Revenue: Develop and implement marketing strategies to promote the spa and drive revenue. Monitor performance metrics and guest feedback.

 

Team Management

·  Plan for future staffing needs
·  Interview, select and recruit direct reports
·  Identify and develop team members with potential. Mentor and train appropriate employees for upward growth
·  Conduct performance review with the team
·  Constantly monitor team members’ appearance, attitude and degree of professionalism
·  Develop, conduct maintain all staff training programs for team members, focusing on their development needs, providing them with new skills to meet the changing needs of the business
·  Prepare weekly staff schedules keeping in mind anticipated business, operating budgets and standards of service
·  Prepare payroll and gratuity reports
·  Conduct monthly departmental meetings to provide information to team members, obtain their feedback, rectify operation issues and provide a regular forum for department communication

 

Other Responsibilities

·  Maintain complete knowledge of all food & beverage services, outlets and hotel services/features
·  Be well versed in hotel fire & life safety/emergency procedures
·  Attend all briefings, meetings and trainings as assigned by management
·  Report for duty on time wearing clean and complete uniform at all times
·  Maintain a high standard of personal appearance and hygiene at all times
·  Perform other reasonable duties assigned by the Management of the Hotel

 

Main Complexity/Critical issues in the Job

Maintain highest standards and quality of services in the overall Front Office operation to meet and exceed budgeted revenue targets and guests’ expectation/VOG target.

 

Profile

Knowledge and Experience

·  Degree in Tourism & Hospitality Management
·  Minimum 3 years of relevant experience in a similar capacity
·  Excellent reading, writing and oral proficiency in English language
·  Ability to speak other languages and basic understanding of local languages will be an advantage
·  Good working knowledge of MS Excel, Word, & PowerPoint
·  High degree of professionalism with sound human resources management and business acumen capabilities

 

Competencies

·  Strong leadership, interpersonal and training skills
·  Good communication and customer contact skills
·  Results and service oriented with an eye for details
·  Ability to multi-task, work well in stressful & high-pressure situations
·  A team player & builder
·  A motivator & self-starter
·  Well-presented and professionally groomed at all times

Qualifications

Qualifications:

·  Bachelor’s degree in Hospitality Management or related field.
·  5+ years of experience in hotel operations, with a minimum of 3 years in a management role.
·  Strong leadership and interpersonal skills.
·  Excellent communication and organizational abilities.
·  Proficient in hotel management software and Microsoft Office Suite.

Working Conditions:

·  Fast-paced hotel environment with a focus on customer service.
·  May require evening and weekend hours, depending on hotel operations.