Director of Rooms

Job Description

Reporting to the Hotel Manager, responsibilities and essential job functions include but are not limited to the following:

Strategic Leadership

• Serve as a member of the Hotel Executive Committee, contributing to the development, execution, and achievement of the property's strategic business plan.
• Translate organizational objectives into actionable departmental strategies that drive guest satisfaction, market positioning, and profitability.
• Lead the Rooms Division in alignment with Fairmont, Accor Luxury, Forbes Travel Guide, and LQA service standards.
• Act as the Rooms Division ambassador, cultivating a culture of excellence, accountability, and continuous improvement.

Guest Experience & Service Excellence

• Champion a guest-centric service culture, ensuring every arrival, stay, and departure exceeds expectations.
• Drive performance against key guest satisfaction metrics, including Guest Voice, TrustYou, LQA, and internal service benchmarks.
• Lead hotel-wide service recovery strategies and ensure prompt, personalized resolution of guest concerns.
• Collaborate with operational leaders to continuously enhance the luxury guest journey and identify opportunities for innovation.

Operational Leadership

• Provide strategic and operational leadership across Front Office, Housekeeping, Fairmont Gold, Guest Services, Loyalty and ALL member experience, Royal Service, the Health Club, and Valet and Transportation.
• Keep cleanliness, presentation and operational readiness at the highest standard throughout the hotel.
• Lead operational audits, quality assurance and compliance reviews.
• Serve as primary liaison with third-party valet operators and key Rooms partners.

Financial & Commercial Performance

• Develop and manage annual operating budgets, capital planning requirements, and monthly forecasts for all Rooms Division departments.
• Drive departmental profitability through labor management, productivity optimization, expense control, and revenue-enhancement initiatives.
• Partner closely with the Revenue Management team to maximize RevPAR, ADR, occupancy, and total hotel profitability.
• Leverage business intelligence, operational analytics, and forecasting tools to support data-driven decision making.
• Ensure accountability for financial results and achievement of departmental KPIs.

Talent Development & Culture

• Build and sustain a high-performance culture focused on engagement, inclusion, recognition, and continuous growth.
• Lead succession planning initiatives and develop a strong pipeline of future leaders within the Rooms Division.
• Coach, mentor, and develop Department Heads and emerging leaders through regular performance and career development conversations.
• Partner with Talent & Culture to attract, recruit, onboard, and retain top hospitality talent.
• Foster positive labor-management relations within a unionized environment.

Quality, Safety & Sustainability

• Ensure full compliance with all health, safety, security, and emergency preparedness standards.
• Promote a workplace culture focused on colleague wellbeing and psychological safety.
• Champion sustainability and responsible hospitality initiatives in alignment with Accor environmental goals.
• Maintain compliance with all corporate, legislative, and brand standards.

Partnership & Stakeholder Management

• Serve as the primary liaison with Third Party Valet operators and key Rooms Division service partners.
• Collaborate closely with the Director, Food & Beverage, Director, Spa, Executive Chef and other Executive Committee members to deliver an integrated luxury guest experience.
• Represent the hotel professionally with owners, brand partners, community organizations, and industry stakeholders as required.

What is in it for you:

• Salary Range: $150,000 – $190,000 USD
• Discounted hotel rooms and food & beverage rates at our sister properties around the globe
• Learning programs through our Academies to help you grow and perform at your full potential
• A seat on the Executive Committee of one of Los Angeles’s most iconic hotels
• Opportunity to grow your career across Fairmont and Accor’s global luxury portfolio
• The chance to make a difference through Corporate Social Responsibility activities like Planet 21 and WATCH
• [Health benefits, 401(k), relocation assistance if applicable, other perks]

Qualifications

Your experience and skills include:

• 5–7 years of progressive Rooms Division leadership in luxury hotels, resorts or complex hospitality operations
• Previous experience as Director of Rooms, Executive Assistant Manager – Rooms, Hotel Manager or an equivalent senior operations role
• Proven success leading large teams and driving guest satisfaction, colleague engagement and financial results
• Experience managing a unionized workforce is strongly preferred
• Strong financial acumen: budgets, forecasts, labor productivity and P&L management
• Advanced analytical skills and proficiency with PMS, RMS, labor management and guest experience platforms
• An inspiring leadership presence, with strong emotional intelligence and influencing skills
• Excellent written and verbal communication; bilingual English/Spanish is highly desirable
• A bachelor’s degree in Hospitality, Business or a related field is preferred; an MBA or executive leadership certification is an asset
• Flexible schedule, including evenings, weekends, holidays and major events

Additional Information

Your team and working environment:

What was true in 1966 remains true to this day: The Century Plaza Hotel is part of a visionary development intent on doing what others could only imagine. Previously deemed the “Western White House” (as the only venue outside the White House to host state dinners), Century Plaza’s place in history remains unshakeable. A modernized take on luxury and elevated guest experience from product to people enlivens the real wow factor.

This experience begins with a new kind of workplace, one where the energy is contagious, the stories are invigorating, and the challenges present inspiring opportunities to make your mark. We provide an environment of trust, respect and integrity, a home away from home where diversity and inclusion are celebrated. Privacy and personal information are protected. Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination and harassment.

Visa Requirements: Must provide proof of eligibility to be employed in the United States of America.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent. We commit to a future where diverse identities are celebrated, and equitable and inclusive practices are woven into the fabric of everything we do as an organization.

Fairmont Century Plaza is an Equal Opportunity Employer EEO M/F/V/D

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.

By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality. Discover the life that awaits you at Accor, visit https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS