Director of Residences (Operations)

Job DescriptionResponsibilities:Reporting to the General Manager, the Director, Residences will manage all aspects of Housekeeping and Front Office Operations ensuring Fairmont Hotels & Resorts standards and Cleanliness/Sanitation standards are maintained in all areas of the Residence Club.Ensure Fairmont Hotels & Resorts core standards and residential standards are implemented and audited for consistency.Develop standards and training for the positions in both Housekeeping and Front Office and Owner Services Departments.Oversee property inspection program including Residences/Public areas to up-keep cleanliness – general repair – replacements as required using iAudit program.Coordinate and schedule preventative maintenance programs and timelines with Chief Engineer. Ensure work orders and service tickets are being entered into Royal Service platform.Responsible for everyday communications, including coaching and performance management for supervisors and line level colleagues, and managers.Responsible for performance of Residence Managers and Owner Services Team.Responsible for colleague performance evaluations on a timely basis, including corrective action and coaching.Responsible for creating SMART goals for the management and line level teamMonitor and Champion Health and Safety environment and aspects of Housekeeping and Front Office Operations, ensuring all staff are fully trained and up-to-date on Health and safety issues regarding chemicals, equipment and hygiene. Is responsible for taking necessary proactive steps to reduce/eliminate employee accidents.Responsible for ensuring consistency in exceeding guest service expectations (Utilizing Trust You, Royal Service, and KIPSU platforms for tracking/measurement/feedback). Review and communicate owner arrival reports in ACDC platform with operational teams to ensure all special requirements are met with assistance from Owner Services team.Adhere to all PCI Compliance measures for Front Office Operations and ensure Supervisors are trained in all aspects.Manage employee uniform program including maintaining appropriate standard of uniforms, hygiene, grooming, conduct of all staff.Oversee onboarding process of new hires in conjunction with Talent & Culture and Operations managersOversee the retrieval, safekeeping, and disbursement of all lost and found items consistent with company policyResponsible for department labor costs while ensuring effective scheduling, vacation planning, and department productivity.Responsible for department expenses while ensuring corresponding guest ledgers are in line with budget/forecast.Place monthly purchases in line with the property’s purchasing policyEstablish positive working relationships with outside contractors, and vendor partnerships.Assist with sales initiatives and sites/tours, reviewing and ensuring details of potential prospective buyers are met and serve as a liaison with Sales teams.Assist Talent & Culture with recruitment and training of Housekeeping and Front Office team to ensure engaged work culture and positive work environment.Assist General Manager and Director of Finance on administering control on purchases/expenditures for operation and is consistently aware of quality and cost.Assisting in creation of annual budget process for operational departments with Executive Committee.Participate in weekly executive committee meetings, forecast meetings, revenue meetings, operations meetings, and daily pre-shift meetings.Lead Department Meetings with Operations LeadersProvides feedback and updates on all stakeholder pillars related to Housekeeping and Front Office Departments with weekly meetings to Executive Committee.Interact professionally with individuals outside the hotel, such as suppliers, contractors, labour relations representations and competitors.Interact with owners and guests professionally, delivering a high level of service.Champion sustainability efforts of the property including reporting into Gaia 2.0Review month end financials and provide commentary in a timely mannerOversee quarterly true up process for service tracking for successful owner assessment allocation partnering with Finance Team and General ManagerParticipate in board meetings, including the HOA annual meeting and assisting with applicable minutesLead approved sub-committees of the board, including but not limited to the Design CommitteeOversee capital projects from beginning to end, including completing accurately authority for expenditure authorization formsAssist in covering breaks for the front office team as neededAccept responsibility for carrying out other management duties as requested by the General Manager and Executive Committee.

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