Assistant director of rooms
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Key skills for this role
About the Role
Support leadership in Rooms Division, oversee Front Office operations, drive service excellence, and develop luxury offerings while mentoring teams.
Key Skills for This Role
Responsibilities
- 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
Requirements
- 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
Full Job Posting
Job Description
- The Assistant Director of Rooms will support the Director of Rooms in leading the Rooms Division at Fairmont Banff Springs, ensuring exceptional guest experiences, operational excellence, and strategic development of luxury offerings.
- This role provides direct leadership and oversight for Front Office, Fairmont Gold, VIP team and is pivotal in driving service excellence initiatives, with a goal of achieving and maintaining Forbes Five Star/Five Diamond recognition for Fairmont Gold.
Job Duties Include
- 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.
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.
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