Assistant Director of Rooms

Assistant Director of Rooms

Company Description

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Job Description

The Assistant Director of Rooms supports the overall leadership, strategic direction, and operational effectiveness of the Rooms Division. Reporting directly to the Hotel Manager, this position works in close partnership with the Hotel Manager and serves as a key resource to the Director of Front Office and Director of Housekeeping.

The Assistant Director of Rooms provides guidance, coordination, and operational oversight across the Rooms Division to ensure consistent delivery of luxury service, strong colleague engagement, disciplined execution of standards, achievement of financial objectives, and measurable improvement in guest experience and operational results.

This role requires an accomplished hospitality leader who combines exceptional guest service and interpersonal skills with strong technical, operational, and financial capabilities. The successful candidate must demonstrate emotional intelligence, resilience, sound judgment, leadership maturity, fairness, and the ability to remain open-minded when evaluating complex situations and differing perspectives.

The Assistant Director of Rooms is expected to foster a supportive and respectful environment in which colleagues and leaders can develop and succeed while maintaining clear expectations for accountability, follow-through, and improvement in results. The position must be able to identify performance gaps, address challenging issues directly and constructively, and translate observations and data into sustainable corrective actions.

The Assistant Director of Rooms acts as a senior operational leader who anticipates challenges, resolves complex issues, and strengthens communication and collaboration among Front Office, Fairmont Gold, Housekeeping, Royal Service, and other supporting departments. The position serves as a visible and credible leader for guests and colleagues and may assume leadership responsibility for the Rooms Division in the absence of the Hotel Manager.

Duties & Responsibilities:

Rooms Division Leadership & Operations

• Serve as a key leadership resource and partner to the Director of Front Office and Director of Housekeeping, providing guidance, support, and assistance with operational priorities and complex issues.
• Maintain a comprehensive view of Rooms Division operations and proactively identify opportunities to improve service quality, operational efficiency, communication, colleague engagement, productivity, and financial performance.
• Provide visible leadership coverage and hands-on operational support as needed, including during periods of high occupancy, staffing challenges, significant arrivals, special events, operational disruption, or leadership absences.
• Support the Directors of Front Office and Housekeeping in achieving departmental goals, operational standards, guest satisfaction objectives, and financial targets.
• Promote effective communication and collaboration between Front Office, Housekeeping, Fairmont Gold, Royal Service, and other hotel departments.
• Ensure consistent adherence to Fairmont Hotels & Resorts standards, service expectations, policies, procedures, and brand initiatives.
• Promote a culture of service excellence, accountability, collaboration, and continuous improvement.

Financial & Business Performance

• Support the Rooms Division leadership team in achieving departmental financial and operational objectives.
• Assist with the preparation, monitoring, and analysis of Rooms Division budgets, forecasts, and financial results.
• Review operational and financial performance indicators and identify opportunities to improve productivity, efficiency, and profitability.
• Support effective labor management and staffing strategies while maintaining appropriate service levels.
• Assist with monitoring Rooms Division revenue and expense performance and provide recommendations to leadership as appropriate.
• Support initiatives designed to maximize room revenue, occupancy, guest satisfaction, and overall hotel profitability.
• Participate in the development and execution of annual strategic plans and departmental initiatives.

Guest Experience & Service Excellence

• Champion a consistently exceptional, personalized, and emotionally engaging guest experience across all Rooms Division areas.
• Maintain a visible presence in guest areas and actively observe service delivery, operational conditions, colleague interactions, and opportunities to enhance the guest experience.
• Review guest feedback, service recovery trends, quality assurance findings, and operational data daily to identify patterns, risks, and opportunities for improvement.
• Ensure thorough and objective follow-up on guest concerns by reviewing all relevant information and perspectives, including the guest experience, colleague actions, operating processes, communication, and leadership oversight.
• Support the development and implementation of service enhancements that anticipate guest needs, strengthen personalization, and exceed luxury hospitality expectations.
• Handle highly escalated guest concerns with empathy, professionalism, discretion, emotional intelligence, and appropriate urgency.
• Partner with department leaders to identify recurring service issues and implement sustainable solutions with defined ownership, timelines, and measurable outcomes.
• Track the effectiveness of corrective actions and adjust the approach when guest satisfaction, quality assurance, or operational results do not demonstrate sufficient improvement.
• Recognize and celebrate colleague contributions, service excellence, and meaningful improvements that positively affect the guest experience.
• Reinforce that genuine luxury service requires both warmth and disciplined execution, including accuracy, timeliness, anticipation, ownership, personalization, and consistent follow-through.

Colleague Leadership & Development

• Support the Directors of Front Office and Housekeeping in the recruitment, onboarding, training, development, and retention of Rooms Division colleagues.
• Promote a culture of engagement, inclusion, accountability, and professional development.
• Help department leaders strengthen their own ability to coach, communicate, delegate, make decisions, resolve conflict, and hold their teams accountable.
• Create a supportive environment in which colleagues feel valued, respected, and empowered while maintaining clear expectations for performance, behavior, reliability, and results.
• Demonstrate personal accountability by seeking feedback, acknowledging mistakes, adjusting approaches when necessary, and remaining committed to continuous leadership development.

Salaried Position with Range of 119,364K - 122,364K Annually