Job Description

The Assistant Director of Rooms supports the overall leadership, strategic direction, and operational effectiveness of the Rooms Division. Reporting directly to the Hotel Manager, this position works in close partnership with the Hotel Manager and serves as a key resource to the Director of Front Office and Director of Housekeeping.

The Assistant Director of Rooms provides guidance, coordination, and operational oversight across the Rooms Division to ensure consistent delivery of luxury service, strong colleague engagement, disciplined execution of standards, achievement of financial objectives, and measurable improvement in guest experience and operational results.

This role requires an accomplished hospitality leader who combines exceptional guest service and interpersonal skills with strong technical, operational, and financial capabilities. The successful candidate must demonstrate emotional intelligence, resilience, sound judgment, leadership maturity, fairness, and the ability to remain open-minded when evaluating complex situations and differing perspectives.

The Assistant Director of Rooms is expected to foster a supportive and respectful environment in which colleagues and leaders can develop and succeed while maintaining clear expectations for accountability, follow-through, and improvement in results. The position must be able to identify performance gaps, address challenging issues directly and constructively, and translate observations and data into sustainable corrective actions.

The Assistant Director of Rooms acts as a senior operational leader who anticipates challenges, resolves complex issues, and strengthens communication and collaboration among Front Office, Fairmont Gold, Housekeeping, Royal Service, and other supporting departments. The position serves as a visible and credible leader for guests and colleagues and may assume leadership responsibility for the Rooms Division in the absence of the Hotel Manager.

Duties & Responsibilities:

Rooms Division Leadership & Operations

• Serve as a key leadership resource and partner to the Director of Front Office and Director of Housekeeping, providing guidance, support, and assistance with operational priorities and complex issues.
• Maintain a comprehensive view of Rooms Division operations and proactively identify opportunities to improve service quality, operational efficiency, communication, colleague engagement, productivity, and financial performance.
• Provide visible leadership coverage and hands-on operational support as needed, including during periods of high occupancy, staffing challenges, significant arrivals, special events, operational disruption, or leadership absences.
• Support the Directors of Front Office and Housekeeping in achieving departmental goals, operational standards, guest satisfaction objectives, and financial targets.
• Promote effective communication and collaboration between Front Office, Housekeeping, Fairmont Gold, Royal Service, and other hotel departments.
• Ensure consistent adherence to Fairmont Hotels & Resorts standards, service expectations, policies, procedures, and brand initiatives.
• Promote a culture of service excellence, accountability, collaboration, and continuous improvement.

Financial & Business Performance

• Support the Rooms Division leadership team in achieving departmental financial and operational objectives.
• Assist with the preparation, monitoring, and analysis of Rooms Division budgets, forecasts, and financial results.
• Review operational and financial performance indicators and identify opportunities to improve productivity, efficiency, and profitability.
• Support effective labor management and staffing strategies while maintaining appropriate service levels.
• Assist with monitoring Rooms Division revenue and expense performance and provide recommendations to leadership as appropriate.
• Support initiatives designed to maximize room revenue, occupancy, guest satisfaction, and overall hotel profitability.
• Participate in the development and execution of annual strategic plans and departmental initiatives.

Guest Experience & Service Excellence

• Champion a consistently exceptional, personalized, and emotionally engaging guest experience across all Rooms Division areas.
• Maintain a visible presence in guest areas and actively observe service delivery, operational conditions, colleague interactions, and opportunities to enhance the guest experience.
• Review guest feedback, service recovery trends, quality assurance findings, and operational data daily to identify patterns, risks, and opportunities for improvement.
• Ensure thorough and objective follow-up on guest concerns by reviewing all relevant information and perspectives, including the guest experience, colleague actions, operating processes, communication, and leadership oversight.
• Support the development and implementation of service enhancements that anticipate guest needs, strengthen personalization, and exceed luxury hospitality expectations.
• Handle highly escalated guest concerns with empathy, professionalism, discretion, emotional intelligence, and appropriate urgency.
• Partner with department leaders to identify recurring service issues and implement sustainable solutions with defined ownership, timelines, and measurable outcomes.
• Track the effectiveness of corrective actions and adjust the approach when guest satisfaction, quality assurance, or operational results do not demonstrate sufficient improvement.
• Recognize and celebrate colleague contributions, service excellence, and meaningful improvements that positively affect the guest experience.
• Reinforce that genuine luxury service requires both warmth and disciplined execution, including accuracy, timeliness, anticipation, ownership, personalization, and consistent follow-through.

Colleague Leadership & Development

• Support the Directors of Front Office and Housekeeping in the recruitment, onboarding, training, development, and retention of Rooms Division colleagues.
• Promote a culture of engagement, inclusion, accountability, and professional development.
• Help department leaders strengthen their own ability to coach, communicate, delegate, make decisions, resolve conflict, and hold their teams accountable.
• Create a supportive environment in which colleagues feel valued, respected, and empowered while maintaining clear expectations for performance, behavior, reliability, and results.
• Demonstrate personal accountability by seeking feedback, acknowledging mistakes, adjusting approaches when necessary, and remaining committed to continuous leadership development.

Salaried Position with Range of 119,364K - 122,364K Annually

Qualifications

Education & Experience

• Bachelor's degree in Hospitality Management, Business Administration, or a related discipline preferred.
• Minimum of 3 - 5 years of demonstrated leadership experience within Front Office, Housekeeping or Rooms Division.
• Previous management experience within a full-service, luxury, or upscale hotel environment required.
• Comprehensive knowledge of Rooms Division operations, including Front Office, Housekeeping, guest services, service recovery, room inventory management, and interdepartmental coordination.
• Demonstrated success in supporting and partnering with department leaders to improve operational execution, financial performance, colleague engagement, and guest satisfaction.
• Proven ability to establish credibility and work in close alignment with the Hotel Manager, department leaders, and other members of the hotel's leadership team.
• Experience with scheduling, labor management, productivity measurement, expense control, and financial control required.
• Familiarity with collective bargaining agreements and experience working in a unionized environment is preferred but not required.
• Advanced ability to resolve escalated guest concerns, sensitive colleague matters, and complex operational situations with professionalism, discretion, fairness, and sound judgment.
• Demonstrated ability to co connect, coach, train, develop colleague and improve team performance.
• Proven ability to address performance gaps constructively, establish clear expectations, and achieve measurable improvement through coaching, accountability, and consistent follow-through.
• Demonstrated leadership maturity, emotional intelligence, resilience, adaptability, and the ability to remain objective when navigating challenging interpersonal or operational circumstances.
• Ability to consider multiple perspectives, receive feedback openly, challenge assumptions appropriately, and adapt decisions when new information becomes available.
• Proficiency in Microsoft Office applications and the ability to effectively utilize applicable hotel systems and technology, including property management, guest service, housekeeping, scheduling, quality assurance, reporting, and other operational systems.
• Ability to learn, adopt, and effectively utilize new computer programs, hotel systems, and technology as required.

Physical Requirements

• Ability to move throughout guest rooms, back-of-house areas, offices, public areas, and other hotel facilities as required.
• Ability to remain standing and move throughout various areas of the hotel for extended periods throughout the workday.
• Ability to occasionally bend, stoop, reach, climb stairs, and navigate hotel work areas.
• Ability to occasionally lift, carry, push, or pull items weighing up to approximately 25 pounds, as required for operational needs.
• Ability to work in a variety of hotel environments, including guest rooms, public areas, offices, and back-of-house spaces.
• Ability to work varying shifts, including evenings, weekends, holidays, and extended hours, as business needs require.

Mental Requirements

• Ability to communicate information, instructions, and ideas clearly and effectively.
• Ability to analyze situations, evaluate alternatives, and make sound decisions in a timely manner.
• Ability to manage multiple priorities and changing business needs while maintaining attention to detail.
• Ability to anticipate, identify, and resolve operational challenges proactively.
• Ability to provide support while maintaining clear expectations for ownership, accountability, timeliness, and measurable performance improvement.
• Ability to address difficult matters directly and fairly, including performance concerns, interpersonal conflict, service failures, conduct issues, and lack of follow-through.
• Ability to assimilate and analyze information from multiple sources and determine appropriate courses of action.
• Ability to exercise sound judgment and discretion when handling confidential, sensitive, or escalated matters.
• Ability to effectively listen to, understand, and respond to the concerns of guests and colleagues.
• Ability to coach, guide, and influence colleagues and leaders in a professional and constructive manner.
• Ability to interpret and apply hotel policies, procedures, brand standards, and applicable collective bargaining agreements.
• Ability to understand and work with financial information, budgets, forecasts, reports, and basic mathematical calculations.
• Ability to maintain composure and make effective decisions during periods of high occupancy, operational disruption, or other business-critical situations.

Other Abilities, Skills, and Knowledge

• Knowledge of Forbes Travel Guide standards, training, and service expectations.
• Knowledge of LQA (Leading Quality Assurance) standards, auditing processes, and quality assurance practices.

Additional Information