Director of Rooms Division (Full-Time) Nouveau

Job Description

Strategic Leadership

• Serve as a member of the Hotel Executive Committee, contributing to the development, execution, and achievement of the property's strategic business plan.
• Translate organizational objectives into actionable departmental strategies that drive guest satisfaction, market positioning, and profitability.
• Lead the Rooms Division in alignment with Fairmont, Accor Luxury, Forbes Travel Guide, and LQA service standards.
• Act as the Rooms Division ambassador, cultivating a culture of excellence, accountability, and continuous improvement.

Guest Experience & Service Excellence

• Champion a guest-centric service culture, ensuring every arrival, stay, and departure exceeds expectations.
• Drive performance against key guest satisfaction metrics, including Guest Voice, TrustYou, LQA, and internal service benchmarks.
• Lead hotel-wide service recovery strategies and ensure prompt, personalized resolution of guest concerns.
• Collaborate with operational leaders to continuously enhance the luxury guest journey and identify opportunities for innovation.

Operational Leadership

• Provide strategic oversight and operational leadership for:
  • Front Office
  • Housekeeping
  • Fairmont Gold
  • Guest Services
  • Loyalty & ALL Member Experience
  • Telecommunications/Communications
  • Health Club
  • Valet and Transportation Services
• Ensure seamless coordination across departments to optimize operational efficiency and service delivery.
• Maintain exceptional standards of cleanliness, presentation, maintenance reporting, and operational readiness throughout the hotel.
• Lead operational audits, quality assurance initiatives, and compliance reviews.

Financial & Commercial Performance

• Develop and manage annual operating budgets, capital planning requirements, and monthly forecasts for all Rooms Division departments.
• Drive departmental profitability through labor management, productivity optimization, expense control, and revenue-enhancement initiatives.
• Partner closely with the Revenue Management team to maximize RevPAR, ADR, occupancy, and total hotel profitability.
• Leverage business intelligence, operational analytics, and forecasting tools to support data-driven decision making.
• Ensure accountability for financial results and achievement of departmental KPIs.

Talent Development & Culture

• Build and sustain a high-performance culture focused on engagement, inclusion, recognition, and continuous growth.
• Lead succession planning initiatives and develop a strong pipeline of future leaders within the Rooms Division.
• Coach, mentor, and develop Department Heads and emerging leaders through regular performance and career development conversations.
• Partner with Talent & Culture to attract, recruit, onboard, and retain top hospitality talent.
• Foster positive labor-management relations within a unionized environment.

Quality, Safety & Sustainability

• Ensure full compliance with all health, safety, security, and emergency preparedness standards.
• Promote a workplace culture focused on colleague wellbeing and psychological safety.
• Champion sustainability and responsible hospitality initiatives in alignment with Accor environmental goals.
• Maintain compliance with all corporate, legislative, and brand standards.

Partnership & Stakeholder Management

• Serve as the primary liaison with Health Club operators and key Rooms Division service partners.
• Collaborate closely with the Director of Food & Beverage and other Executive Committee members to deliver an integrated luxury guest experience.
• Represent the hotel professionally with owners, brand partners, community organizations, and industry stakeholders as required.

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