Director of Rooms

Fairmont Waterfront redefines hospitality with Pure Coastal Luxury. Our award-winning hotel, nestled on Vancouver’s stunning waterfront, is consistently celebrated by top publications like Conde Naste Traveler and recognized as a Great Place to Work® Canada for a second consecutive year. We are Industry leaders in sustainability & embody our commitment to our community, featuring Vancouver’s first green roof & rooftop apiary.

Our Culture is strongly rooted in diversity, inclusion, professional growth and development – over 60% of promotions are from within. We are committed to empowering ambitious individuals to thrive. If you’re a visionary who shares our values and passion for excellence, join us to help shape the future of luxury hospitality.

Why work at Fairmont Waterfront?

• Sustainability and community commitment  – recognized with 5 Green Leaves Certification rating from Green Key Global since 2011
• Empowering Women in Leadership – More than 50% of leadership team including Executive Level, are women
• Celebrating Diversity – our team represents over 60+ countries, fostering an inclusive and global community
• Strong Culture of Belonging for the 2SLGBTQIA+ community providing year-round support, including gender inclusive change rooms
• Generous perks – Enjoy discounted rates at over 5,500 Accor hotels worldwide through our Colleague Travel Discount Program* food & beverage discounts, transit reimbursement program for Trans Link monthly passes, subsidized meal during your shift through our colleague dining program
• Comprehensive Benefits – through our Benefit Plan* including medical, dental and vision coverage, Pension Plan, and more!
• Dining Discounts – Get 50% off at our dining establishments in Vancouver, Victoria and Whistler through our Food & Beverage Discount Program
• Exclusive Experiences – One free stay through our Be Our Guest Program
• Competitive annual salary commensurate with experience, ranging from $95,000 – $115,000

*full-time and part-time status colleagues

Summary of Responsibilities:
The Director of Rooms will oversee the Rooms Division; Housekeeping, Front Office, Fairmont Gold, Guest Services, Royal Service and Reservations and Concierge.

Responsibilities include but are not limited to the following:

• Acts as ambassador and spokesperson to all customers; promotes tailored services to VIPs and loyalty program members; responding timely and consistent to customer & third party concerns; fielding issues with all operational departments
• Demonstrates a commitment to Service Excellence; leads the strategic implementation of customer satisfaction improvement activities measured through VOG (TrustYou) and in keeping with our luxury standards of service from curb to pillow
• Spearheads the Problem Resolution Recovery process; communicating with guests ensuring that issues are being resolved during the stay; establishes a monthly reporting system that allows to solve potential issues proactively
• Collaborates with the Online Reputation Manager regarding customer feedback and guest satisfaction results; ensures to engage with customers in a timely manner through multiple avenues; reviews monthly reports and analyzes feedback review patterns; develops strategies for luxury service and product improvements based on provided guest feedback
• https://careers.accor.com/global/en/job/director-of-rooms-full-time-in-fairmont-waterfront-vancouver-canada-jid-78282