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