Fairmont Gold Manager
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
What will you bring to this role?
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
Personal Attributes, Culture & Values
Embrace the Fairmont brand promise and luxury in your role and in all your interactions.
Foster an inclusive environment where every individual feels valued and respected
Create an environment where colleagues are empowered, supported and recognized
Drive top performance to achieve exceptional results
Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.
What’s in it for you?
As part of Accor, a global hospitality leader with over 5,500 hotels worldwide, you’ll enjoy:
- Opportunities for growth and development, mentorship, and international mobility
- Health insurance, retirement savings plans, and comprehensive wellness programs
- Worldwide travel discounts and preferred rates across the Accor portfolio
- A supportive, inclusive culture grounded in respect, teamwork, and professional development
Start your journey with us today and explore the possibilities! #BeLimitless
Our Values
Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.
Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.
Belonging: We celebrate our differences. We support each other and we always stand together.
Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences.
Integrity: We build trust through mutual respect and being authentic.
Your team and working environment:
Fairmont Southampton is a premier luxury resort and regarded as a leader in the hospitality industry. Our mission is to turn moments into memories for our Guests. An exciting hospitality career awaits you if you are committed to providing our Guests with an authentically local experience through providing warm and engaging service.
Our Heartists work cohesively as part of the team in a demanding, multi-cultural diverse environment.
Our commitment to Diversity & Inclusion:
Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.