Director of Rooms

AccorHotel•Kohala Coast, HI

1d•Onsite

About The Position

Reporting to the Hotel Manager, the Director of Rooms (DOR) is responsible for providing strategic, operational, and inspirational leadership for all Rooms Division departments, including Front Office, Royal Service, Housekeeping, Guest Services, and Fairmont Gold. This role is both strategic and hands‑on, ensuring the consistent delivery of Fairmont’s world‑class service standards while fostering a positive, inclusive, and respectful work environment within a unionized operation. The Director of Rooms works closely with the Executive Committee, department heads, union partners, and operational leaders to drive guest satisfaction, colleague engagement, and overall hotel performance.

Requirements

Minimum three (3) years of senior Rooms Division leadership experience (Director of Front Office, Executive Housekeeper, or equivalent)
Demonstrated experience successfully leading teams in a unionized hospitality environment
Proven ability to inspire, coach, and develop leaders and colleagues
Strong guest service orientation with a deep understanding of luxury hospitality standards
Highly organized, performance‑driven professional who thrives in a fast‑paced setting
Strong analytical, tracking, and follow‑up skills
Excellent written, verbal, presentation, and public speaking skills
Comprehensive knowledge of Front Office and Housekeeping operations, labor management, budgeting, and expense controls
Proficiency in Microsoft Excel, Word, PowerPoint, PMS, labor management, and POS systems
Must be legally eligible to work in the United States. The hotel is unable to assist candidates in obtaining U.S. work authorization.

Nice To Haves

You value individuality and authenticity, Fairmont celebrates individuality, not uniforms of personality
You bring a genuine passion for luxury hospitality and meaningful guest connections
You lead with humility, presence, and approachability
You are hands‑on, solution‑oriented, and comfortable rolling up your sleeves
You thrive in collaborative environments and maintain strong labor partnerships
You balance strategic thinking with operational excellence
You lead by example and cultivate an environment where colleagues feel respected, supported, and empowered to be their best

Responsibilities

Act as a key member of the Hotel Executive Committee, contributing to hotel‑wide strategies that drive guest satisfaction, colleague engagement, and profitability
Champion the Fairmont Brand Promise , Luxury Service Standards, and Accor values in all Rooms Division operations
Ensure all brand, service, and loyalty program standards (including ALL Loyalty, LQA, and internal quality audits ) are consistently implemented, maintained, measured, audited, improved, and celebrated
Ensure exceptional, personalized guest experiences across all Rooms Division touchpoints
Serve as the Customer Experience Champion by actively leading Voice of the Guest and social media engagement, monitoring daily, monthly, and annual performance metrics
Ensure guest concerns and escalations are resolved professionally, timely, and in alignment with Fairmont service recovery principles
Optimize Rooms Division revenue opportunities while maintaining effective cost control and productivity standards
Develop, manage, and execute annual and monthly operating budgets, forecasts, staffing models, and productivity targets
Utilize labor management systems (e.g., Unifocus ) to ensure staffing levels comply with service standards, operational demand, and collective bargaining agreements
Oversee all room‑related renovations and public area projects in partnership with Engineering, Ownership, and Brand teams
Lead and manage the Rooms Division within a unionized environment , ensuring compliance with all applicable collective bargaining agreements (CBAs) , labor laws, and company policies
Foster collaborative, respectful relationships with union representatives and colleagues
Partner closely with People and Culture on staffing, scheduling, performance management, investigations, corrective action, and grievance resolution
Ensure fair, consistent, and documented application of policies, standards, and disciplinary processes
Proactively recruit, select, train, coach, mentor, and develop leaders and colleagues to build a strong internal talent pipeline within the Rooms Division
Support succession planning and leadership development for future growth within the hotel and Fairmont/Accor network
Promote colleague engagement, recognition, DEI initiatives, and well‑being across the division
Conduct monthly audits of all guest‑facing operational platforms (e.g., Hudini, Kipsu, Alice ) to ensure accuracy, functionality, and brand compliance
Champion Rooms Division participation in internal audits and ensure follow‑up action plans are implemented and tracked
Stay informed on industry trends, evolving guest expectations, and innovative service and technology opportunities
Actively engage with all hotel departments through required meetings, committees, and cross‑functional initiatives
Ensure Rooms Division representation in key hotel committees, including Health & Safety, DEI, Recognition, Sustainability, and Crisis Management
Lead divisional crisis response and serve as an active participant on the hotel’s crisis management team
Participate in the development and execution of the Hotel Strategic Plan

Benefits

Premium preferred provider medical/drug/vision benefits at competitive prices.
Employer paid coverage for group life and accidental insurance coverage (1x annual salary) + Coverage is available for your ‘ohana!
401(k)/retirement saving plan & matching program.
15 paid holiday/personal days per year + 10 days of paid vacation that begin accruing immediately
Incentive Bonuses are available
50% discounts at hotel restaurants
50% discount on retail items at our Fairmont Store
30% discount of services offered in our Spa Without Walls
Travel Program with unlimited employee discounts at Accor properties + Friends & Family rates (5,000+ hotels worldwide)
Complimentary food & beverage on property