Director of Rooms

Job Title

Austin's largest luxury property, Fairmont Austin offers 1,048 guestrooms and suites, along with over 140,000 square feet of meeting and event space. This is your opportunity to be part of the most innovative and passionate hotel teams in one of the fastest growing markets in the United States.

We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor's limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor.

Do what you love, care for the world, dare to challenge the status quo! BELIMITLESS

Job Description

• Consistently offers professional, engaging and friendly service
• Contributing member of the hotel executive committee
• Demonstrate a commitment to leadership, guest service excellence and our brand promise
• Provide coaching and mentoring to leaders and colleagues alike, and create an environment that allows leaders & colleagues to exceed guest expectations and provide a path for career development with Fairmont Hotels and Resorts
• Lead by example
• Responsible for the smooth and efficient operation of the valet, front office (front desk, royal service, concierge & guest services), guest experience, Fairmont Gold and housekeeping
• Establish and monitor effective goals and measurements for the division through the utilization of the tools and resources with the performance management program (PMP)
• Pro active and engaged recruitment, selection, training, mentoring and development of leaders and colleagues to ensure a pipeline of rooms division talent is ready for promotion within the hotel and within the brand
• Ensures brand (inc. loyalty & LQA), Forbes Travel Guide, and service standards are in place, maintained, embraced, audited, improved upon and celebrated
• Review industry trends for new and innovative product and service opportunities
• Ensures that guest and colleague concerns are resolved satisfactorily in a professional and timely manner, and create an environment where there is a feeling of ownership by all departments when it comes to guest & colleague concerns
• Customer service champion – lead all rooms division departments to monitor, engage, support and embrace voice of the guest & social media guest satisfaction daily, monthly & yearly results and rankings to ensure there is a consistent focus of continued improvement
• Active participant and leader for all rooms and public area capital & renovation projects
• Actively involved in health & safety and all colleague committees with a focus on enhancing culture for hotel colleagues and leaders
• Key active participant on the hotel revenue management team, and continued focus to ensure revenue and inventory management practices are in place so as to maximize revenues for the hotel and for the owners
• Maximization of revenues and effective cost control
• Utilizes labor management tools (Watson) and tactics to ensure the right amount of people are in the right place at the right time for the right job
• Responsible for crisis management and BCP plans for the division, and being an active member of hotel crisis management team
• Development of annual & monthly operational & capital budgets & forecasts; expenses, staffing levels and productivity
• Involved in the development and execution of the hotel strategic plan
• Effective and timely interaction with all hotel departments including participation and representation in hotel wide meetings/committees as required
• Ensure representation of division on hotel environmental committee. Ensure environmental initiatives are adhered to, and new and innovative environmental opportunities are implemented
• Maintain excellent relationships with business partners and the community
• Other duties & responsibilities as assigned

Qualifications

• 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
• Effective tracking and follow up skills
• 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

A team of heartists that are committed to working together, supporting each other, and providing the best guest experience, feel valued, feel sparked, we are one

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Austin is proud to be an equal opportunity employer. EOE/M/F/D/V