Director of Rooms

Company Description

The Fairmont Bangkok Sukhumvit, set to open its doors in the vibrant heart of Bangkok, will be the first Fairmont brand in Thailand. This 416-room luxury hotel, taking design inspiration from the Kingdom's rich cultural heritage and contemporary dynamism, will offer an exquisite blend of traditional Thai aesthetics and modern sophistication. Positioned as an urban resort, our guests will be able to enjoy a very special and unique range of offerings such as eight dining and bar venues including a rooftop terrace, as well as an outdoor swimming pool, an extensive gym and an entire floor of wellness spa. For corporate and social groups, the Fairmont Bangkok Sukhumvit will offer two ballrooms, as well as eight meeting rooms, making it an outstanding destination for meetings, conferencing and events. The Fairmont Bangkok Sukhumvit is set to become the social epicenter of Bangkok, embodying our belief that a Fairmont is a truly special place!

Job Description

Position: Director of Rooms

Department: Rooms Division

Reports to: Director of Operations

Working Location: Fairmont Bangkok Sukhumvit or any assigned venues

The Director of Rooms is a vital Executive Committee member, responsible for the strategic oversight and operational excellence of the Front Office, Housekeeping, and Security departments, ensuring a flawless, safe, and "surprising" guest journey from pre-arrival to farewell. As a key contributor to our purpose "to show the world that true luxury is inclusive," you will lead and empower a large team to consistently "make special happen", thereby "turning moments into special memories" for every guest. You will drive operational efficiency and service innovation across the entire Rooms Division, ensuring every guest interaction is an "invitation to surprise," reflecting our commitment to "driving value for our owners and partners" and consistently "delivering a balanced scorecard." This role is instrumental in the hotel's ambition to achieve and maintain Forbes 5-Star certification, demanding an unwavering commitment to its exacting standards for luxury, personalization, and operational execution.

Key Responsibilities

• Strategic Leadership & ExCom Contribution:
  • Provide strategic leadership and direction for the entire Rooms Division (Front Office, Housekeeping, and Security), aligning departmental goals with overall hotel objectives and the Fairmont brand vision.
  • As an Executive Committee member, actively participate in strategic planning, financial forecasting, and decision-making processes, contributing to the holistic success of the hotel.
  • Champion cross-departmental collaboration and communication to ensure seamless operations and consistent service delivery throughout the guest journey.
• Forbes 5-Star & Luxury Standards Mastery:
  • Oversee the Front Office, Housekeeping, and Security departments to ensure the hotel achieves and consistently maintains its Forbes 5-Star rating for service, cleanliness, comfort, and operational excellence.
  • Possess a strong sense of luxury and the ability to effectively train and instill this mindset in all Rooms Division colleagues, across all types of employment (Full-time, Part-time, Casual, Hourly, Outsourced, and Internships), ensuring they embody and deliver the highest standards of personalized and anticipatory service.
  • Drive and support all brand audit expectations, ensuring the Rooms Division consistently meets and exceeds them while fostering high colleague satisfaction.
• Holistic Guest Journey & Experience Champion:
  • Champion all guest relations for the entire Rooms Division and beyond, ensuring a proactive and "empathetic" approach to guest needs and feedback, from the initial reservation to farewell.
  • Able to deal with all guest comments and complaints, both physically and online, transforming potential challenges into opportunities for "surprising" service recovery and loyalty.
  • Strategically plan, oversee, and continuously refine the hotel guest journey in collaboration with all related departments, from pre-arrival to farewell, ensuring it is always up-to-date and incorporating new initiatives to enhance guest satisfaction.
  • Ensure that the Guest Satisfaction Index (GSI) and other guest soft metrics for the Rooms Division consistently reach and exceed the hotel's Year-to-Date (YTD) goals.
• Operational Efficiency & Financial Acumen:
  • Oversee daily operations of Front Office (reception, concierge, bell services, guest services), Housekeeping (room assignments, inspections, laundry, public area maintenance), and Security, ensuring optimal efficiency and adherence to luxury standards.
  • Demonstrate strong numeric skills and expertise in managing the Rooms Division P&L (Profit & Loss) and CAPEX (Capital Expenditure) planning.
  • Able to plan and manage departmental expenses effectively, based on occupied rooms, optimizing resources and labor (including strong knowledge of FTE (Full-Time Equivalent) management to ensure manpower is optimal and perfectly matches room productivity), while maintaining exceptional service quality.
  • Proactively develop and implement great initiatives to better sequences of service, better ways of working, and enhance overall operational efficiency and guest experience across the Rooms Division.
• Team Leadership & Development:
  • Lead, motivate, and develop the Front Office Manager, Director of Housekeeping, and Security leadership, providing guidance and mentorship to ensure their teams excel.
  • Foster a culture where "colleagues are the heart and soul of our hotel" and are empowered to excel, providing "special, personalized experiences."
  • Ensure equitable treatment for all types of employment status, including outsourced colleagues, fostering a truly inclusive and supportive working environment.
  • Maintain and actively monitor the INES Accor Online Learning platform to ensure that all Rooms Division colleagues complete mandatory and suggested learning topics as provided by the L&D Department.
• Brand Advocacy & Loyalty:
  • Manage the Front Office Manager to ensure the Hotel Loyalty program (e.g., Accor Live Limitless - ALL) is effectively in place across the Rooms Division, ensuring that all members are well-treated, recognized, and feel a deep connection to and love for our hotel.
  • Ensure all Rooms Division colleagues are knowledgeable about the loyalty program benefits and actively promote enrollment and engagement.
• Safety, Security & Compliance:
  • Directly supervise the Security Department, ensuring the highest standards of safety and security for all guests, colleagues, and hotel assets. Work closely with the Safety Manager in the Talent and Culture Department to develop, implement, and continuously review comprehensive safety procedures, emergency protocols, and training programs across the hotel, fostering a culture of proactive safety.
  • Collaborate with relevant departments to establish and enforce robust safety and security procedures for guests and all Front of the House and Guest Room areas, ensuring compliance and a secure environment.
  • Oversee meticulous attention to detail in asset management within the Rooms Division, ensuring longevity and optimal condition of guest rooms and public area furnishings.
• Sustainability & Recognition:
  • Lead and coordinate efforts to gain hotel certificates and/or awards such as Michelin Keys, and sustainability certifications like Green Hotels, Green Keys, and other relevant environmental recognitions across the Rooms Division.
  • Drive initiatives related to sustainability within the Rooms Division, contributing to "making our communities better places" through responsible operations and practices.

Prospective & Expectation

At Fairmont Bangkok Sukhumvit, we believe that everyone is the Guest Service, Security, Sales & Marketing, and Human Resources Person. This means:

• Guest Service: Every interaction, from check-in to room cleanliness to personal safety, is an opportunity to delight, anticipate needs, and create a truly special experience, reflecting our commitment to "turning moments into special memories."
• Security: We are all responsible for maintaining guest privacy, safeguarding information, and ensuring a secure environment within the hotel, particularly within the Rooms Division.
• Sales & Marketing: We contribute to the hotel's reputation by ensuring the physical product and service delivery consistently meet and exceed luxury expectations, attracting and retaining discerning guests.
• Human Resources: We foster a positive and supportive work environment, nurturing the growth and well-being of our diverse team members, ensuring they feel valued as the "heart and soul of our hotel." We hold ourselves accountable to helping make our community a better place.

Qualifications

Knowledge and Experience:

• Bachelor's degree in Hospitality Management or a related field; Master's degree preferred.
• Minimum 7-10 years of progressive leadership experience within the Rooms Division of a luxury hotel, with at least 1 – 3 years at a Director level (e.g., Director of Front Office, Director of Housekeeping, or Security) or higher.
• Luxury experience in a management position overseeing Front Office, Housekeeping, and Security operations is required and will be a significant advantage.
• Candidates with a Housekeeping Management Background in Housekeeping Manager, Executive Housekeeper or Director of Housekeeping will be a strong advantage.
• Comprehensive knowledge of Forbes audit standards for Hotels is a must, with proven experience in achieving and maintaining Forbes 5-Star ratings.
• Strong knowledge of FTE (Full-Time Equivalent) management, productivity optimization, and effective scheduling across large, multi-faceted teams.
• Strong numeric skills and demonstrated expertise in Rooms Division P&L management, CAPEX planning, and departmental expense control based on occupancy.
• Proven experience in leading guest satisfaction initiatives, brand audits, and securing hotel certifications/awards (e.g., Michelin Keys, Green Hotel, Green Keys).
• Fluent proficiency in both written and spoken English and Thai is a must, essential for creating truly personalized and "approachable" experiences that connect "genuinely" with our diverse local and international guests and colleagues, ensuring every interaction "turns into a special memory."
• Proficiency in a third language will be considered a significant advantage.
• Excellent working knowledge of Property Management Systems (PMS), Central Reservation Systems (CRS), Guest Relations Management (GRM) software, and other relevant hospitality technologies.

Competencies:

• Exceptional strategic leadership and coaching abilities, with a proven track record of inspiring, developing, and empowering high-performing management teams and their subordinates.
• Unwavering attention to detail and an absolute commitment to flawless execution across all Rooms Division operations, vital for achieving and maintaining Forbes 5-Star service standards.
• Inherent sense of luxury and the ability to effectively train, instill, and champion this mindset throughout the entire Rooms Division team.
• Highly "empathetic," "approachable," and "genuine" in all interactions, building trust and rapport with colleagues, guests, and owners.
• Superior analytical and problem-solving skills, with a proactive and innovative approach to identifying strategic opportunities and resolving complex operational challenges.
• "Results-oriented" with outstanding organizational and time management skills, capable of prioritizing and managing multiple complex projects simultaneously in a fast-paced luxury environment.
• A true strategic thinker with great initiatives for optimizing guest journeys, improving sequences of service, enhancing ways of working, and championing sustainability.
• A collaborative leader and "connector," fostering a synergistic and supportive environment within the Rooms Division and across all hotel departments and the Executive Committee.
• Exceptional communication skills (verbal and written) to effectively convey strategic vision, manage departmental performance, and represent the hotel at the highest levels.
• "Well-presented" and professionally groomed at all times, embodying the elegance and sophistication of the Fairmont brand.