Vice President, Operations East North America

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.



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

• 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

• 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

• 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

• 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

• Knowledge of the Luxury segment

• Post Hospitality Manageme.