Job at a glance
We invite you to join the world of luxury hospitality at Fairmont Southampton as our new Fairmont Gold Manager. The Fairmont Gold Manager is responsible for the overall success of the Fairmont Gold floor, ensuring a seamless "hotel-within-a-hotel" luxury experience for guests. Reporting to the Assistant Director, Rooms this role requires a confident, service-driven leader who elevates guest satisfaction, develops a high-performing team, and ensures operational and financial excellence.
Key Responsibilities Strategic Leadership & Business Development Develop and execute strategies to enhance the Fairmont Gold experience and drive revenue growth Align departmental goals with broader hotel objectives, including upselling, loyalty engagement and market positioning Champion the Fairmont Gold brand and maintain strong visibility internally and externally Guest Experience Excellence Oversee all guest touchpoints- pre-arrival, arrival/departure, concierge, and the Fairmont Gold Lounge- to deliver highly personalized luxury service Cultivate strong relationships with VIP, repeat, and long-stay guests Address guest concerns promptly and thoughtfully, ensuring recovery actions that reinforce loyalty Ensure Fairmont Gold lounge ambiance, amenities, and F&B offerings consistently reflect Fairmont Gold standards Operational & Financial Oversight Lead daily Fairmont Gold operations with a focus on efficiency, consistency, and seamless guest flow Manage budgets, cost controls, inventory, and Fairmont Gold P&L performance Ensure compliance with SOPs, brand standards, LQA requirements, and the Collective Bargaining Agreement Build strong partnerships with Housekeeping, F&B, Reservations, Engineering, Leisure & Recreation and other key stakeholders to ensure coordinated service delivery Leadership, Coaching & Team Development Lead, inspire, and mentor the Fairmont Gold team to deliver elevated, guest-first service Conduct briefings, ongoing coaching, and performance evaluations that support growth and engagement Manage performance constructively through Progressive Corrective Action and Coach + Counsel frameworks Cultivate a positive, engaged, and accountable work environment Quality Assurance & Problem Solving Proactively identify and resolve operational challenges Ensure consistent delivery of brand standards across all touchpoints Train and empower the team to uphold luxury service, product knowledge, and operational excellence Use data, guest feedback, and operational insights to drive improvements and enhance satisfaction To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions: · Education Degree or Diploma in Hospitality Management or related field preferred Experience Minimum 3+ years in luxury hotel leadership, preferably with executive lounge experience. Demonstrated ability to manage teams, operations, and budgets Experience working within unionized environments is an asset Proven track record of delivering exceptional guest service Competencies, Knowledge & Skills Strong leadership presence with excellent interpersonal and decision-making skills.
Ability to thrive in a fast-paced environment while managing multiple priorities Exceptional communication, collaboration, and organizational skills Proficiency with hotel systems and operational technology. Fluency in English; additional languages are an advantage. Flexible to work various shifts, including weekends and holidays Fairmont Hotels & Resorts Join a dynamic team and be part of a network of 90 spectacular properties, and 34 more in the pipeline, in 30 countries around the globe.
Our properties are located from the beaches of Hawaii to the unspoiled national parks of Canada, to the heart of London, to the deserts of the U