Assistant Director of Rooms

AccorHotel • Boston, MA

10d • $119,364 - $122,364

About The Position

The Assistant Director of Rooms supports the overall leadership, strategic direction, and operational effectiveness of the Rooms Division. Reporting directly to the Hotel Manager, the role partners closely with the Hotel Manager and serves as a resource to the Director of Front Office and Director of Housekeeping. It provides guidance, coordination, and operational oversight to support luxury service, colleague engagement, consistent execution of standards, financial objectives, guest experience, and operational results.

This senior operational leader anticipates and resolves complex issues and strengthens collaboration among Front Office, Fairmont Gold, Housekeeping, Royal Service, and supporting departments. The role fosters a supportive and respectful environment while setting clear expectations for accountability and improvement. It may assume leadership responsibility for the Rooms Division in the Hotel Manager’s absence.

The position is salaried and permanent, with a listed annual compensation range of USD 119,364 to USD 122,364. It requires the ability to work varying shifts, including evenings, weekends, holidays, and extended hours, as business needs require.

Requirements

• Minimum of 3–5 years of demonstrated leadership experience within Front Office, Housekeeping, or Rooms Division.
• Previous management experience in a full-service, luxury, or upscale hotel environment.
• Comprehensive knowledge of Rooms Division operations, including Front Office, Housekeeping, guest services, service recovery, room inventory management, and interdepartmental coordination.
• Demonstrated success partnering with department leaders to improve operational execution, financial performance, colleague engagement, and guest satisfaction.
• Ability to establish credibility and work closely with the Hotel Manager, department leaders, and the hotel leadership team.
• Experience with scheduling, labor management, productivity measurement, expense control, and financial control.
• Advanced ability to resolve escalated guest concerns, sensitive colleague matters, and complex operational situations with professionalism, discretion, fairness, and sound judgment.
• Ability to connect with, coach, train, and develop colleagues and improve team performance.
• Ability to address performance gaps constructively, establish expectations, and achieve measurable improvement through coaching, accountability, and follow-through.
• Demonstrated leadership maturity, emotional intelligence, resilience, adaptability, and objectivity in challenging interpersonal or operational circumstances.
• Ability to consider multiple perspectives, receive feedback, challenge assumptions appropriately, and adapt decisions when new information becomes available.
• Proficiency in Microsoft Office and ability to use applicable hotel systems and technology, including property management, guest service, housekeeping, scheduling, quality assurance, reporting, and other operational systems.
• Ability to learn and effectively use new computer programs, hotel systems, and technology.
• Ability to move throughout guest rooms, back-of-house areas, offices, public areas, and other hotel facilities; remain standing and move around the hotel for extended periods; and occasionally bend, stoop, reach, climb stairs, and navigate work areas.
• Ability to occasionally lift, carry, push, or pull items weighing up to approximately 25 pounds.
• Ability to communicate clearly, analyze situations, make timely decisions, manage competing priorities, and proactively resolve operational challenges.
• Ability to handle confidential, sensitive, or escalated matters with sound judgment and discretion and to listen to and respond effectively to guests and colleagues.
• Ability to interpret and apply hotel policies, procedures, brand standards, and applicable collective bargaining agreements.
• Ability to understand financial information, budgets, forecasts, reports, and basic mathematical calculations.
• Ability to maintain composure and make effective decisions during high occupancy, operational disruption, or other business-critical situations.

Nice To Haves

• Bachelor’s degree in Hospitality Management, Business Administration, or a related discipline.
• Familiarity with collective bargaining agreements and experience in a unionized environment.
• Knowledge of Forbes Travel Guide standards, training, and service expectations.
• Knowledge of LQA (Leading Quality Assurance) standards, auditing processes, and quality assurance practices.

Responsibilities

• Partner with and support the Director of Front Office and Director of Housekeeping on operational priorities and complex issues.
• Monitor Rooms Division operations and identify opportunities to improve service quality, efficiency, communication, colleague engagement, productivity, and financial performance.
• Provide visible leadership coverage and hands-on operational support during high occupancy, staffing challenges, significant arrivals, special events, operational disruptions, or leadership absences.
• Support departmental goals, operational standards, guest satisfaction objectives, and financial targets.
• Promote communication and collaboration among Front Office, Housekeeping, Fairmont Gold, Royal Service, and other hotel departments.
• Ensure adherence to Fairmont Hotels & Resorts standards, service expectations, policies, procedures, and brand initiatives.
• Support preparation, monitoring, and analysis of Rooms Division budgets, forecasts, and financial results.
• Review performance indicators and identify opportunities to improve productivity, efficiency, and profitability.
• Support labor management and staffing strategies, monitor revenue and expenses, and recommend improvements to leadership.
• Support initiatives to maximize room revenue, occupancy, guest satisfaction, and hotel profitability.
• Participate in developing and executing annual strategic plans and departmental initiatives.
• Champion a personalized, emotionally engaging guest experience and maintain a visible presence in guest areas.
• Review guest feedback, service recovery trends, quality assurance findings, and operational data to identify patterns and improvement opportunities.
• Conduct thorough, objective follow-up on guest concerns and handle highly escalated issues with empathy, professionalism, discretion, and urgency.
• Partner with department leaders to resolve recurring service issues with sustainable solutions, defined ownership, timelines, and measurable outcomes.
• Track corrective actions and adjust approaches when guest satisfaction, quality assurance, or operational results do not improve sufficiently.
• Recognize colleague contributions and reinforce luxury service standards, including accuracy, timeliness, anticipation, ownership, personalization, and follow-through.
• Support recruitment, onboarding, training, development, and retention of Rooms Division colleagues.
• Promote engagement, inclusion, accountability, and professional development; help department leaders strengthen coaching, communication, delegation, decision-making, conflict resolution, and team accountability.
• Maintain a supportive environment while setting clear expectations for performance, behavior, reliability, and results.
• Demonstrate personal accountability by seeking feedback, acknowledging mistakes, adapting approaches, and pursuing continuous leadership development.

Benefits

• Employee benefit card offering discounted rates in Accor hotels worldwide.
• Learning programs through Accor Academies.
• Opportunity to contribute through corporate social responsibility activities such as Planet 21.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed