What are the responsibilities and job description for the Vice President, Operations East North America position at FAIRMONT?

Job Description

Company Description

Join a dynamic team and be part of the Fairmont family – with 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe, stretching from the beaches of Hawaii, to the unspoiled national parks of Canada, to the heart of London, to the deserts of the United Arab Emirates. In the role of Director of Marketing & Communications, you will have a particularly special opportunity to serve as brand guardian in North & Central America, to play a critical role in celebrating this beloved brand’s legacy and setting the stage for the next 100 years.

Job Description

The Vice President, Operations will collaborate closely with the Chief Operating Officer, North

and Central America, to lead and oversee the operations for Fairmont Hotels & Resorts in the

East Region, as well as all confirmed or future pipeline properties.

The primary objective of this role is to drive performance improvement through a balanced

scorecard approach, driving improved performance across the board in respect of colleague

engagement, guest satisfaction, owner relations, brand standards, and ESG / sustainability, all

the while seeking to drive greater levels of market share and financial performance across

individual hotels and residences.

OPERATIONS

Works collaboratively with the COO NCA, corporate functional leads, property General
Managers and Regional Vice Presidents to develop and execute strategy to create,
refine and drive achievement of property-level strategic plans and KPIs
Visits individual hotels throughout the region on a regular basis | undertakes reviews of
achievement against Fairmont Hotels & Resorts brand standards and expectations,
strategic and operating plans | takes action by working with the properties to ensure
deficiencies are identified, addressed and communicated with all concerned
Works collaboratively with the Fairmont Hotels & Resorts and Raffles Hotels &
Resorts corporate teams (functional leads of Food and Beverage, Guest Support,
Finance, Talent & Culture, Commercial, Design & Technical Services, Procurement,
Technology, etc.) to support the hotels operationally in all respects
Works with hotel operating teams and corporate peers to translate strategy into
specific operational plans, budgets and annual performance goals for hotels with
agreed success criteria
Supports the revisions and refinement of Standards of Service and related policies &
procedures impacting property-level operations
Assists in supporting property-level teams to ensure Hotel Management Agreements
are adhered to
Constantly seeks new opportunities to improve colleague engagement, increase all
revenue levels, drive cost efficiencies, optimize income, increase service improvement
and enhance overall competitiveness
Builds and nurtures relationships at all levels, influences & facilitates change
management and provides direction on areas of opportunity to simplify internal
business processes, streamline resources, increase efficiency & fast-track projects
Takes a broad view of local, national and international business, economic and political
trends and environmental factors to determine growth areas, opportunities and threats

OWNER RELATIONS, DEVELOPMENT and NEW OPENINGS

Collaborates with the COO NCA and other senior brand leaders to maintain high

personal involvement and visibility with owners and their designated representatives to

develop an open dialogue and accessibility

Represents Accor in owner meetings and correspondence; coordinates with the

Regional Vice Presidents and General Managers as appropriate

Involvement in hotel development and opening & integration process | includes

conducting due diligence and process reviews, as necessary, working closely with

D&TS, Procurement and Hotel Integration Team to develop project plan and critical

path

As requested, supports the Development team to participate in sales pitches to secure

new business by demonstrating Accor’s operating capabilities and ability to achieve

owner investment objectives

LEADING and DEVELOPING RESOURCES

Provides inspired leadership to develop team identity with short and long-term

business focus

Coordinates with the COO NCA, Talent & Culture team and other functional leads as

appropriate to regularly assess and develop existing talent in the field, with an

overarching goal of continuously enhancing the Fairmont brand’s talent bench strength

across the network

Keeps close to hotel teams with succession planning; internal transfers; promotions

and development of top talent

BRAND DELIVERY

Acts as a role model and a culture carrier within the region and more broadly within

Accor, ‘living’ and actively representing the Fairmont Hotels & Resorts brand values

Acts as a key brand stakeholder to uphold and improve / refine the brand strategies

and standards with all constituents

Qualifications

Previous experience as a hotel General Manager in various key markets in North

America, preferably with Fairmont Hotels & Resorts or a similar luxury brand

Familiarity with Fairmont Hotels & Resorts / Accor technology systems and

processes and overall corporate organizational structure

Experience working in a variety of locations and property types throughout North

America | resorts, city-center hotels, remote locations / islands, in operations large and

small

Well-travelled with a deep understanding of and passion for great hotels, great service,

and well-run operations

Possessing excellent working knowledge of Fairmont Hotels & Resorts and / or luxury

brand standards, LQA, Forbes | AAA rating systems, etc.

Strong executive presence with excellent interpersonal and relationship-building skills

Ability to think strategically, form opinions, and garner support and buy-in from hotellevel

leaders, GMs / RVPs, and counterparts within the corporate office

Highly organized, self-starter and able to work independently whilst managing multiple

projects simultaneously

Able to perform well under pressure

Possessing of excellent judgment and problem-solving skills

Ability to find common ground among a group or teams to find improvement or conflict

resolution to move forward

Coaching experience and proven ability to motivate and influence others to accomplish

objectives

Enthusiastic team player, with strong self-initiative and ability to work to deadlines

Ability to adapt to changing priorities and internal / external circumstances to achieve

the best possible commercial outcome

Strong organizational, written and verbal communication and presentation skills

Clear working knowledge of budget planning and execution

MUST HAVES

Knowledge of the Luxury segment

IMPORTANT

Post Hospitality Management Degree or MBA preferred

DESIRED

Multi-lingual a plus

Additional Information

Travel : 50% - 70% of time expected for travel

Work Location : This role can be based out of our New York City or Toronto Office.

Visa Requirements : Must Legally be authorized to work in the United States

Our commitment to Diversity & Inclusion :

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

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