Senior Operations Manager - Housekeeping

For over 94 years, Fairmont Royal York has stood proudly as a Toronto landmark. When the hotel opened in 1929 it was the tallest building in the British Common Wealth and contained 1,048 rooms, a concert hall, library, extensive bakery, radio station and even a hospital. Today, this essential downtown landmark has completed a multi-million dollar transformation, reimagining its lobby, rooms, dining venues, event spaces, and Fairmont Gold - the property's exclusive hotel within a hotel luxury experience. Another stunning chapter for Fairmont Royal York has begun.

The Housekeeping department at the Fairmont Royal York Hotel maintains 1365 guestrooms and two hundred and twenty-eight thousand square feet of public spaces. Reporting to the Director of Housekeeping, the Senior Operations Manager, Housekeeping will be responsible for leading, developing, coaching and training a multi-cultural team to ensure the cleanliness of the hotel, while providing exceptional guest service. The responsibilities involve working as a team, in partnership with the other Housekeeping colleagues, management and non-management, to achieve the departmental vision and goals. The Senior Operations Manager, Housekeeping provides the opportunity for the development of team building, organizational, and leadership skills.

• Leads and coaches the Housekeeping teams towards achieving exceptional levels of guest service and employee satisfaction results, through the application of all Corporate and property standards and policies
• Primary responsibility is to manage the day to day operations of the Room Attendant, Floor Support and Housekeeping leaders
• Ensure the completion of all projects assigned daily to Room Attendants & floor support
• Purchasing of all housekeeping supplies to maintain adequate par stocks for room attendants, housemen and restockers including management of the PO process and all upkeep and cleanliness of all storage rooms)
• Responsible for the successful performance of all aspects of the Housekeeping Department
• Must have an extremely keen eye for detail and must be relentless in pursuit of excellent service and cleanliness standards within the guestrooms and surrounding environment
• Help to develop departmental policies and procedures by which the highest possible degree of cleanliness, maintenance and aesthetic value is achieved
• Handling guest complaints and follows through on actions required
• Planning of special projects associated with a flagship property of 1,365 guestrooms
• Coordinating continuous preventive maintenance and other programs with Maintenance and Front Office operations
• Developing, implementing and maintaining a Fairmont Standards based training manual, which is a live manual requiring continual updating.
• Maintaining labour expenses to guidelines set forth in the labour standards
• Managing expenses to within the parameters of the budget
• Preparing of monthly reports on preventive housekeeping maintenance and analyses of loss/usage per occupied room on every major expenses category, including, but not limited to labour, chemicals, guestroom supplies, linen, laundry and contract cleaning
• Actively participate in the effective management of employee relations within the department through involvement in recruitment, performance appraisals and reviews, recognition and incentive programs and communication meetings
• Building relationships with the 15 leaders and 250 unionized staff members in the Housekeeping and Laundry Departments
• Develop and maintain close and effective working relationships with Front Office, Engineering and other cross-functional departments
• Forming a strong relationship with the Union and the housekeeping departmental shop stewards
• Ensuring accurate accident reporting by the Housekeeping leadership team
• Managing the return-to-work and work hardening programs for employees whom have had a workplace accident
• Communicating with the Health & Safety manager regarding employee statuses
• Proactively looking at new equipment and techniques to assist an aging housekeeping workforce
• Developing and monitoring of departmental Health and Safety training programs
• Coordinating continuous improvement in the areas of fire safety and emergency procedures
• Responsible for a safe working environment for all staff members
• Other duties as assigned by the Assistant Director of Housekeeping and the Director of Housekeeping

• Hotel Management/ Hospitality & Tourism degree or equivalent diploma is expected
• A minimum of 1-2 Years of experience as an Housekeeping Manager in a large hotel or a Senior Housekeeping leader in a mid-scale hotel with proven results -Operational Excellence, Colleague Engagement and Financial.
• Must be a highly effective leader, possessing a high degree of interpersonal, organizational, communication skills, ambition, drive and determination.
• Must have a passion for housekeeping!
• Proficient in Excel, in particular creating spreadsheets and ability to create administrative processes through process mapping..
• Ability to motivate colleagues
• Good problem solver with the ability to think outside the box.
• Knowledge of Property Management System (Fidelio, Opera or equivalent), Microsoft Office and Outlook are required.
• Will be required to work weekends and some evenings
• Hours need to be flexible to accommodate to operational needs

Visa Requirements: Must provide proof of eligibility to work in Canada.

Job Perks & Benefits:

• Complimentary meal in our staff cafeteria each shift
• Exclusive discounts at Accor branded properties worldwide with our colleague benefit card
• Complimentary dry-cleaning services for your work attire
• Learning programs tailored to hone your skills and talents
• Opportunities to make a meaningful impact by participating in our Corporate Social Responsibility initiatives, including our Sustainability Committee and Diversity, Equity & Inclusion (DEI) Committee
• Career advancement opportunities, with pathways to national and international promotions, the opportunities are limitless
• Access to our comprehensive benefits package, including extended health, dental, vision benefits; life and disability insurance; pension with company match; and Registered Retirement Savings Program (RRSP) and a Tax-Free Savings Account (TFSA) (for salaried roles)