Cluster Director of Operations at Fairmont Hotels & Resorts

Job Description

• Direct Reports: Department Heads (Front Office, Housekeeping, Food & Beverage, Health Club, Culinary).
• Indirect Reports: Supervisors and line-level team members within Operations divisions.
• Act as a key member of the Executive Committee, embedding a spirit of collaboration and continuous improvement throughout both properties.
• Provide strategic and operational leadership, ensuring the consistent application of company values and service standards.
• Lead revenue and yield management initiatives in Rooms and Food & Beverage, supporting revenue optimization and profit targets.
• Oversee the timely and accurate preparation of monthly operational and financial reports for all relevant departments.
• Promote a culture of open communication by regularly sharing information and updates with colleagues and teams.
• Facilitate or participate in regular meetings to review progress, address concerns and align on objectives.
• Support the effective management of budgets and resources, ensuring decisions are made responsibly and within financial guidelines.
• Champion the development and growth of team members and peers by encouraging ongoing learning, coaching and feedback.
• Implement, monitor and adhere to company policies, standard operating procedures and best practices to uphold organizational standards.
• Foster an inclusive, high-performing work environment that reflects the company’s values and encourages shared success.
• Attend relevant meetings, forums or committees to stay informed and contribute to business priorities.
• Celebrate individuality and champion inclusion, creating a sense of belonging for all
• Act with honesty, professionalism and transparency in every interaction
• Take initiative, care for the details and create unforgettable moments for guests, clients and colleagues
• Build and nurture genuine connections within our teams, our community and with those we serve.
• Lead by example, with empathy, curiosity, and a commitment to exceeding expectations
• Foster a spirit of collaboration, support and shared purpose across all areas of our business.
• Uphold company standards by following all relevant policies, procedures and brand guidelines
• Demonstrate professionalism and a positive approach in all working relationships with colleagues, guests, clients and partners
• Contribute to a safe and secure environment by adhering to all health, safety and security requirements
• Maintain the confidentiality of sensitive information relating to guests, colleagues and the company
• Take part in learning, development or training initiatives as required, to support your ongoing growth and adaptability
• Work constructively within your team and with other departments, supporting a cooperative and collaborative workplace culture

Qualifications

• Essential: University degree in Hospitality Management, Business Administration, or a related discipline.
• Desirable: Postgraduate qualification or professional certification in hospitality management, business administration, or a related field.
• Desirable: Membership of a relevant professional association or institute
• Essential: Significant experience (minimum five years) in luxury or upscale hotel operations, with at least two years in a senior leadership position (such as Director of Operations or Hotel Manager) within a multi-departmental environment.
• Essential: Proven track record of managing operational teams and coordinating multiple departments (Front Office, Housekeeping, Food & Beverage, etc.).
• Desirable: Previous experience with cluster or multi-property operations.
• Desirable: Strong background in both Rooms and Food & Beverage divisions, including yield and revenue management.