Regarded as a Condé Nast Readers’ Choice and Gold List hotel, and honoured with the Travel + Leisure distinction as a top Canadian hotel, built in 1908 Fairmont Empress is a world class hotel located on Victoria’s sparkling Inner Harbour. The hotel has recently completed a $60 million restoration marrying the architecturally classic details with modern 21st century touches. This Forbes 4 star, 4 diamond property offers 464 beautifully appointed guest rooms and suites, a Willow Stream Spa offering signature West Coast experiences, Q Restaurant and Bar featuring Pacific Northwest cuisine, a wine spectator awarded wine list and a vibrant West Coast cocktail culture.  The world famous Afternoon Tea at the Empress is served in the elegant and sophisticated Lobby Lounge. The hotel offers 24,000 sq ft. of unique, storied spaces and is the social centerpiece of the destination.  Located adjacent to the Victoria Conference Centre, the hotel provides food & beverage to the conference centre. Located on the picturesque West Coast of Canada, Fairmont Empress is the ideal location to explore the natural beauty of Vancouver Island.

Reporting to the General Manager, this position leads the Operations team to new heights through guiding, mentoring, planning and execution. Ensuring that the guest and brand expectations are consistently realized, that our employees full potential is recognized and that the hotel is providing meaningful ownership value. More specifically, the Director, Operations will:

• Champion Accor and Fairmont's Culture, Mission, Vision and Values including its commitment to Corporate Social Responsibility
• Consistently find ways to enhance service levels and ensure that standards are exceeded. This includes the service excellence and problem elimination monthly meetings.
• Provide training, mentoring, coaching, and feedback to support the ongoing development of leaders within the rooms and food & beverage divisions.
• Help to foster a highly skilled and engaged workforce built on a thoughtful, intuitive, and engaged service culture.
• Lead the Food & Beverage & Room Divisions of the hotel, ensuring the highest levels of guest satisfaction, employee satisfaction and productivity.
• Ensure the smooth operation and co-ordination of the operating departments through their respective Department Heads.
• Participate actively in the preparation and execution of the Annual Business Plan including the management of Capital, the Strategic Plan and achieve the objectives therein.
• Ensure that monthly financial outlooks for rooms and food & beverage are accurate and on target utilizing the available tools.
• Function as a key member of the Hotel Executive Committee and Senior Leadership Team
• Take responsibility for all guest concerns with follow-up.
• Responsible for the implementation and delivery of all brand operating standards including ownership of the Empress service standards.
• Lead and participate in the hotel emergency and crisis planning and procedures, ensuring this is kept up to date.  
• Assume the responsibility of the General Manager in his/her absence.
• Adhere to and promote all company Health & Safety policies and procedures to ensure a safe work environment.
• Liase with and maintain contact with the Retail owners and tenants
• Main Operational contact with the Victoria Conference centre

• Previous experience as a Director of Operations is required.
• Previous leadership experience in a 5 Diamond or 5 star hotel environment is an asset
• Strong Food & Beverage experience is an asset
• Post Secondary Degree/Diploma in Hospitality Management or related university equivalent is an asset
• Team-builder with excellent motivational skills and coaching ability
• Exceptional written, verbal communication and interpersonal skills
• Analytical skills, strength as a developer and a leader of others, creativity, and strong planning skills are essential for this position.
• Proven record of co-ordinating and leading multiple departments to improve colleague, guest, and financial performance.
• Clearly demonstrated ability to be innovative, creative, and able to think outside the box