Job Description
* Lead the pre-opening planning and set-up of the Rooms Division, including Front Office, Housekeeping, Guest Relations, Concierge, and related functions
* Champion Fairmont’s luxury service culture from pre-opening through launch, embedding brand standards, service rituals, and guest experience frameworks
* Support the development and implementation of Rooms Division SOPs, policies, and operational standards in line with Fairmont requirements
* Recruit, onboard, train, and develop the Rooms Division leadership team and colleagues in preparation for opening
* Oversee the pre-opening training program, simulations, and trial stays to ensure operational readiness at opening
* Partner with Engineering, Housekeeping, and project teams to support room readiness, snagging, and handover processes
* Establish room inventory controls, out-of-order procedures, and preventative maintenance coordination ahead of opening
* Work closely with Revenue Management, Sales, and Marketing to support pre-opening pricing, positioning, and go-to-market strategies
* Support the development of Rooms Division budgets, forecasts, payroll models, and productivity standards for opening and stabilization
* Act as a visible leader during pre-opening, soft opening, and opening phases, supporting teams and engaging with early guests
* Oversee the end-to-end guest journey design, ensuring seamless experiences from pre-arrival to post-departure from day one
* Establish guest feedback, service recovery, and online reputation processes in readiness for opening
* Define KPIs and reporting frameworks to monitor performance during opening and stabilization
* Ensure full compliance with health, safety, fire, and life safety standards prior to and following hotel opening
Qualifications
* Degree in Tourism or Hospitality Management
* Minimum 3 years relevant experience in a similar capacity
* Proven senior leadership experience within Rooms Division operations in a luxury or upper-upscale hotel environment
* Strong commercial and financial acumen, with experience managing budgets, forecasts, and P&L performance
* Demonstrated ability to lead large, multi-disciplinary teams and drive service excellence
* Experience working within a branded luxury hotel environment (Fairmont, Accor, or similar preferred)
* Excellent communication, leadership, and stakeholder management skills
* Strong problem-solving ability with a calm, guest-focused approach
* Ability to engage effectively with luxury clientele and senior stakeholders
* Upholds brand standards for professional conduct and presentation
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
Additional Information
What is in it for you?
* Exclusive Discounts:
o Fairmont Cheshire, The Mere, Spa and Golf discount
o Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
o 20% off food and beverage in on-site restaurants
* Colleague restaurant
* Being part of The Mere Team – our culture is unique!
* You will benefit from training and development opportunities
* Competitive salary and benefits including pension
* 28 days of holiday including public holidays
* 1-5 days service award based on length of service
* Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
* And last but not least you will get to work with a team of EXTRAORDINARY people