Fairmont Hotels & Resorts is where the intimate equally coexists with the infinite – an unrivaled portfolio of more than 90 extraordinary hotels where grand moments of life, heartfelt pleasures and personal milestones are celebrated and remembered long after any visit. Since 1907, Fairmont has created magnificent, meaningful and unforgettable hotels, rich with character and deeply connected to the history, culture and community of its destinations – places such as The Plaza in New York City, The Savoy in London, Fairmont San Francisco, Fairmont Banff Springs in Canada, Fairmont Peace Hotel in Shanghai, and Fairmont The Palm in Dubai. Famous for its engaging service, awe-inspiring public spaces, locally inspired cuisine, and iconic bars and lounges, Fairmont also takes great pride in its pioneering approach to hospitality and leadership in sustainability and responsible tourism practices. Fairmont is part of Accor, a world leading hospitality group counting over 5,400 properties throughout more than 110 countries, and a participating brand in ALL - Accor Live Limitless – a lifestyle loyalty program providing access to a wide variety of rewards, services and experiences.
Job Description
Position Summary
The Hotel Manager serves as the operational leader and custodian of the Fairmont brand, ensuring that every aspect of the guest journey reflects the elegance, sophistication, and personalized luxury synonymous with Fairmont Hotels & Resorts.
Working closely with the General Manager, the Hotel Manager provides strategic direction and operational leadership across all divisions of the hotel, driving exceptional guest experiences, commercial success, colleague engagement, and operational excellence.
The role is accountable for delivering sustainable profitability while creating memorable experiences for guests, fostering an inspiring workplace for Heartists®, and maintaining the highest standards of luxury hospitality.
Key Responsibilities
Luxury Guest Experience & Brand Excellence
- Champion Fairmont's culture of gracious hospitality and personalized luxury service.
- Curate exceptional guest experiences that consistently exceed expectations and create lifelong brand ambassadors.
- Personally engage with VIP guests, distinguished visitors, celebrities, diplomats, ownership representatives, and key stakeholders.
- Lead service recovery with professionalism, empathy, and decisiveness to transform challenges into memorable experiences.
- Ensure every touchpoint throughout the guest journey reflects Fairmont's luxury positioning and service philosophy.
- Maintain exceptional standards of presentation, ambiance, cleanliness, and attention to detail across all hotel areas.
Strategic Operational Leadership
- Provide visionary leadership for all operational departments, ensuring seamless collaboration and execution.
- Drive operational excellence while maintaining Fairmont Luxury Standards and Accor Brand Standards.
- Lead daily operations with a focus on innovation, efficiency, and continuous improvement.
- Foster a culture of accountability, empowerment, and operational discipline.
- Ensure flawless execution of luxury events, banquets, conferences, weddings, and high-profile functions.
- Monitor operational performance through data-driven decision-making and performance analytics.
Commercial & Financial Stewardship
- Drive hotel profitability through strategic operational management and revenue optimization.
- Achieve annual financial objectives including Revenue, GOP, EBITDA, Flow Through, and profitability targets.
- Maximize RevPAR, ADR, TRevPAR, and ancillary revenue opportunities.
- Collaborate with Revenue Management, Sales & Marketing, Finance, and Commercial teams to enhance business performance.
- Lead annual budgeting, forecasting, capital planning, and cost optimization initiatives.
- Ensure efficient management of payroll, productivity, procurement, utilities, and operating expenses while preserving luxury service standards.
Leadership & Talent Development
- Inspire and develop a high-performing leadership team through coaching, mentorship, and succession planning.
- Build an engaged, diverse, and inclusive workplace that embodies the Accor Heartist® culture.
- Promote continuous learning, leadership development, and career progression.
- Drive colleague engagement, recognition, and retention initiatives.
- Ensure effective performance management, talent reviews, and development planning across all departments.
- Lead by example through visible, approachable, and inspirational leadership.
Quality Assurance & Luxury Standards
- Ensure compliance with Fairmont Luxury Brand Standards, Forbes Travel Guide standards, and Leading Quality Assurance (LQA) benchmarks where applicable.
- Maintain exceptional online reputation and guest satisfaction scores.
- Lead continuous quality improvement initiatives across all operational areas.
- Ensure readiness for internal audits, brand audits, and external quality assessments.
- Promote innovation while preserving Fairmont's heritage and luxury identity.
Health, Safety & Risk Management
- Ensure the highest standards of guest and colleague safety through effective risk management.
- Maintain full compliance with statutory regulations, labour legislation, food safety standards, fire & life safety requirements, and environmental regulations.
- Lead emergency response planning, crisis management, and business continuity initiatives.
- Promote sustainability initiatives aligned with Accor's ESG commitments.
Owner & Stakeholder Relations
- Partner with the General Manager in delivering ownership objectives and long-term asset value.
- Develop trusted relationships with ownership representatives, corporate leadership, government authorities, tourism bodies, and strategic partners.
- Represent Fairmont Mumbai at industry forums, luxury hospitality events, and community engagements.
- Support strategic initiatives that strengthen Fairmont Mumbai's market leadership.
Qualifications
Qualifications
- Bachelor's Degree in Hotel Management, Hospitality Management, Business Administration, or related discipline.
- Master's Degree or MBA in Hospitality Management preferred.
Experience
- Minimum 15 years of progressive luxury hospitality leadership experience.
- At least 5 years in a senior executive role such as Hotel Manager, Executive Assistant Manager, or Director of Operations within an internationally recognized luxury hotel brand.
- Demonstrated success in managing luxury hotels with extensive Food & Beverage operations, banquet facilities, spa, wellness, and premium guest experiences.