Director of Hotel Operations at Fairmont Hotels & Resorts

Job Description

Reporting to the General Manager, below are some of the key responsibilities and essential roles for this position

• Support the General Manager in the overall management and the strategic direction of the hotel, assuming the responsibilities of the General Manager in their absence
• Oversee the operations functions and departments of the hotel, work closely with sectional leaders to ensure efficient and profitable operations of each section
• Lead and support all operational departments in the achievement of their financial and operational targets
• Drive a positive work culture, set clear expectations as well as review and communicate all policies and procedures for implementation affecting the operations section
• Actively be involved in the recruitment process of leadership positions within the operating departments, ensure solid onboarding process are effected for retention of staff
• Work closely with operational leaders to actively prepare Annual Operations Plan in order to achieve the profit objectives, take lead in yield management
• Actively engage leaders in operational departments to ensure accurate and timely reporting of the monthly financial plans for the Rooms Division, Housekeeping/Laundry, F&B Service, and Culinary sections.
• Ensure the consistent implementation and delivery of the Fairmont Service Culture and   Standards.
• Handle all guest concerns and feedback to ensure effective follow up and positive guest satisfaction as the end goal
• Assist in the preparation, presentation and subsequent achievement of the hotel's Annual Operating Budget, and Capital Expenditure Budget.
• Build the management team and organization of a successful Operational Divisions including staff planning and the maintenance of productivity levels.
• Coordinate the Daily Briefings and the weekly Operations meeting.  Initiate weekly walk-throughs in the Front and Back of the house with a focus on cleanliness, hygiene and maintenance.
• Ensuring the highest levels of guest satisfaction by consistently exceeding that guest expectations by championing the hotel quality initiatives and lead the team to exceed internal luxury standards in the line with Forbes and LQA requirements.
• Participate actively in the preparation of the Annual Business Plan, Marketing Plan and Strategic Plan and achieve the objectives therein.
• Participate in the hotel emergency plan and crisis procedures and ensures that they are kept up to date area of the emergency plan and crisis planning and procedures.
• Coordinate the planning and implementation of capital projects with respective parties.
• Actively involved in the recruitment process of senior leadership positions within the hotel.
• Assume the responsibility of the General Manager in his absence.
• Follow department policies, procedures and service standards.
• Ensure the smooth operation and co-ordination of the hotel through their respective leaders (Rooms Division, Housekeeping, Food & Beverage, Health Club and Culinary).
• Work closely with section leaders to engage them in manning plans to ensure productivity levels are managed throughout the various business seasons
• Take on a strategic role in the Hotels Business Continuity, Emergency, Safety and Crisis Management Plans
• Function as key member of the Hotel Executive Committee and Leadership Team
• Ensure full compliance of the Hotels operating controls

Other duties as assigned.

Qualifications

• Minimum five (5) years in a previous luxury / upscale hotel experience in a related field, Minimum two (2) years as Director of Operations  or Hotel Manager or General Manager for a Small/Boutique luxury remote hotel)
• Must be flexible with the ability to sustain a high level of productivity and efficiency at all times.
• Display strong analytical, organizational, conflict management, people and administrative skills.
• Ability to be responsive to changes and offer leadership in those changes
• Ability to adapt and work well in remote area
• Extensive Operations management experience in F&B/ Rooms, General Management.
• Proven positive track record to coordinate multiple departments and to achieve goals
• Clear working knowledge of Hotel Financials, budget, planning and its implementation
• Exceptional interpersonal and guest relations skills, takes a hands on approach
• Proven team-leader with outstanding motivational skills and coaching ability and has ability to maintain positive work culture

Additional Information

• You will enroll in the workplace pension scheme
• Private medical insurance as per Hotel offering
• Be part of creating the historic story of rehabilitating and releasing the rare Mountain Bongo that was heading toward extinction.
• Working with a hotel rich in history and known for exemplary services while growing your career
• Employee Benefits Card offering discounted rates in Accor Worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility Activities.