Director, Rooms

Company Description

Fairmont Hotels & Resorts is a renowned luxury hotel brand with a global presence and a commitment to creating lasting memories for our guests. With over 30,000 colleagues worldwide, we are dedicated to delivering exceptional service, fostering a culture of excellence, and making special happen.

Hotel Overview:

Located in the heart of downtown New Orleans, the Fairmont New Orleans will be an impressive new addition to Fairmont’s luxury portfolio, offering 250 luxury guest rooms, four food & drink venues, a rooftop pool with expansive views of the city, more than 19,000 square feet of function space, and a 10,000 square-foot spa.

This property is destined to become an illustrious destination in the Central Business District, nearby the city’s renowned and historic French Quarter.

Job Description

Reporting to the General Manager, the Director of Rooms will lead the Front Office, Royal Service, Reservations, Concierge, Housekeeping, Guest Services and Fairmont Gold departments. This is a hands on role that provides strategic leadership and functional guidance to operational leaders and partners. The DOR works closely with other executive committee members and department heads to support guest service and colleague engagement throughout the hotel while at the same time maximizing overall hotel performance.

• Contribute as a key member of the Hotel Executive Committee, driving employee engagement, RPS and profitability
• Ensure all Rooms Division leaders consistently uphold luxury service standards.
• Maintain compliance with all Brand and Service Standards (LQA) across the Rooms Division through compliance audits on an ongoing basis to assist in the development of training programs and performance gaps.
• Address and resolve guest and colleague concerns promptly and professionally.
• Foster a culture where colleagues exceed guest expectations and are provided with career development opportunities.
• Oversee all Rooms-related renovations and public area projects.
• Collaborate with the Director of Engineering to prioritize and address outstanding work orders for guest rooms, public areas, and the guest fleet.
• Work with Engineering and Housekeeping to ensure guest room preventative maintenance and deep cleaning is conducted bi-annually.
• Conduct a full monthly evaluation of all online guest-facing tools to ensure accuracy and brand compliance.
• Facilitate and coordinate marketing initiatives, sales site visits, and special requests from other departments.
• Support and promote the Global Leadership Program, providing coaching and mentorship to junior leaders and colleagues.
• Lead recruitment, onboarding, and training efforts for leaders and colleagues.
• Drive employee engagement across all Rooms departments and contribute to executive team strategies.
• Engage with all hotel departments through participation in meetings and committees as required.
• Implement and uphold Health & Safety mandates, policies and practices.
• Ensure division representation in key hotel committees (DEI, Heartist, Sustainability, Health & Safety).
• Champion ESG initiatives and identify innovative environmental opportunities within the division.
• Promote AccorHotels’ DEI philosophy and values throughout the Rooms Division.
• Oversee the performance review process for the division, ensuring continuous development and accountability.
• Optimize revenue opportunities for the rooms division while maintaining effective cost control practices.
• Lead crisis management efforts for the division and play an active role in the hotel’s crisis management team.
• Develop and execute and operating business plan and prepare and execute annual capital plans.
• Actively contribute to the hotel’s strategic plan.
• Maintain strong relationships with business partners.
• Stay ahead of industry trends, identifying opportunities for innovation in products and services.
• Carry out any other tasks as assigned.

Qualifications

• Minimum 3 years experience in a Front Office Manager, Executive Housekeeper or previous Rooms Division position in a luxury hotel required
• Proven ability to effectively lead, motivate, coach and develop your team
• Strong guest service orientation and training skills background
• Highly motivated, organized, goal and results oriented individual who thrives under pressure
• Self‑motivated, with the ability to make effective decisions
• Strong presentation and public speaking skills
• Comprehensive knowledge of Front Office and Housekeeping operations, policies, procedures and Expense management
• Operational knowledge of Excel, Word, PowerPoint

Additional Information

Your team and working environment:

•  If creating memories and being part of an exceptional guest experience appeals to you, perhaps you would be interested in joining the outstanding team of hospitality professionals at The Fairmont New Orleans. 

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.