Director of Rooms Division (Full-Time)

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. Education Bachelor's Degree in Hospitality Management, Business Administration, Hotel Management, or a related field preferred. Advanced hospitality leadership certifications, executive development programs, or MBA considered an asset. Experience Minimum 5-7 years of progressive Rooms Division leadership experience in luxury hotels, resorts, or complex hospitality operations. Previous experience as Director of Rooms, Executive Assistant Manager Rooms, Hotel Manager, or equivalent senior operational leadership role. Demonstrated success leading large-scale operations and teams within a luxury environment. Experience managing unionized workforces strongly preferred. Proven experience driving guest satisfaction, colleague engagement, and financial performance. Leadership Competencies Exceptional leadership presence with the ability to inspire, coach, and develop high-performing teams. Strong emotional intelligence, influencing skills, and relationship-building capabilities. Strategic thinker with outstanding operational execution skills. Results-driven with a strong sense of accountability and ownership. Business & Technical Skills Strong financial acumen with experience managing budgets, forecasts, labor productivity, and operational profitability. Advanced analytical and problem-solving skills with the ability to interpret operational and financial data. Proficiency with hospitality systems, including PMS, RMS, labor management, and guest experience platforms. Advanced proficiency in Microsoft Office Suite and business reporting tools. Excellent written and verbal communication skills. Bilingualism (English and French) is highly desirable for the Ottawa market. Other Requirements Ability to work a flexible schedule based on business demands, including evenings, weekends, holidays, and major events. Demonstrated ability to thrive in a fast-paced, luxury hospitality environment. Passion for service excellence and a commitment to creating memorable guest experiences. Fairmont Château Laurier is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us. Our commitment to Diversity & Inclusion: We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. Why work for Accor? 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, visit Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS AI disclosure: We use artificial intelligence to help screen and assess applications for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Located in the heart of Canada's capital next door to the Parliament Buildings, the landmark Fairmont Chateau Laurier hotel in Ottawa is looking to fill a role of Director of Rooms Division (Full-Time). The Director of Rooms Division is a key member of the Executive Committee and serves as the strategic and operational leader for all Rooms Division functions. This role is responsible for delivering exceptional guest experiences, driving financial performance, fostering a culture of excellence, and ensuring the highest standards of luxury hospitality across all guest-facing and heart-of-house operations. The Director of Rooms Division provides leadership to Front Office, Housekeeping, Fairmont Gold, Guest Services, Loyalty & Guest Experience, Communications, Health Club, and Valet Operations, while championing service excellence, colleague engagement, operational innovation, and talent development. What is in it for you: Wonderful company culture - our colleagues are at the heart of all that we do Food & Beverage discount of 50% in our restaurants Employee benefit card offering discounted rates in Accor worldwide for you and your family Learning programs through our academies designed to sharpen your skills Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 Comprehensive extended health benefits package Salary range: $115,000-$130,000