Senior Operations Manager, Housekeeping

Accor; Toronto; On-site; CAD 70,000 - 79,000; Full time

Benefits offered by this job

Free Meals

Travel Discounts

Dry Cleaning

Skill Up

Impact

Level Up

Job summary

Fairmont Royal York in Toronto seeks a Senior Operations Manager, Housekeeping, to lead the department with a strategic mindset and a focus on guest satisfaction. You will drive daily operations, set KPI targets, coach leaders, and collaborate across hotel teams to ensure cleanliness and service excellence.

This role requires a Hotel Management or Hospitality degree, 2-3 years in housekeeping at a large hotel, strong Excel and Opera PMS knowledge, and a passion for empowering colleagues to

Qualifications

• 2-3 years of housekeeping experience in a mid to large-scale hotel with proven results.
• Excellent interpersonal and written/verbal communication abilities.
• Creative and effective leader with professionalism and team-building skills.

Responsibilities

• Lead and coach the Housekeeping & Health Club teams to deliver high guest service standards.
• Ensure adherence to brand standards and safety policies across all areas.
• Drive KPIs and balanced scorecard metrics aligned with hotel goals.
• Collaborate with other departments to ensure seamless guest experiences.

Skills

Interpersonal skills

Communication

Leadership

Team player

Education

Hotel Management / Hospitality degree

Tools

Excel

Opera PMS

Microsoft Office

Outlook

Job description

A Storied Past. A Brilliant Future.

For nearly a century, Fairmont Royal York has stood as a beacon of luxury and excellence in the heart of Toronto. Opened in 1929, this historic hotel was once the tallest building in the British Commonwealth, and today, Fairmont Royal York continues to be a symbol of timeless elegance and modern sophistication. Where tradition meets innovation, and every day offers a chance to make history, a million stories have been told. Join us in creating our next chapter with your story.

Why work for Fairmont?

A Rich History

Join a storied tradition at Fairmont Royal York, where nearly a century of luxurious hospitality and exceptional service have made us a Toronto landmark.

A Culture of Excellence

Be part of a dedicated team committed to delivering unparalleled guest experiences and maintaining the highest standards of service.

Grow, Learn and Enjoy!

Benefit from comprehensive training programs, mentorship, and a supportive work environment that empowers you to reach your full potential.

New Energy for A Storied Landmark

As the world and Toronto move toward a more sustainable future, our landmark hotel is in a stunning transformation for the zero-carbon century ahead.

We are seeking an individual with a keen attention to detail and a passion for providing the highest levels of service. The Senior Operations Manager, Housekeeping must be highly organized and have strong communication and motivational skills that will lead to superior levels of cleanliness in all guest rooms and public areas of the Fairmont Royal York. Using a balanced score card approach that considers the needs of all our stakeholders, you will ensure that the daily operation is achieving and exceeding targeted KPI’s. Active participation in the strategic planning and vision of the department, division and hotel will ensure a seamless experience for our guests and colleagues alike.

• Responsible for the successful performance of all aspects of the Housekeeping & Health Club departments
• Responsible for elevating overall colleague engagement within the department and across the hotel
• Consistently offer welcoming, friendly and warm service to external and internal guests.
• Lead and coach team to provide intuitive service, engaging with external and internal guests and anticipating their needs.
• Responsible for strategic decision making for daily housekeeping operations
• Foster positive cross departmental relationships to create a seamless experience
• Follow detailed cleaning standards as set through our ALL Safe – Stay Well, Leading Quality Assurance and Accor’s brand standards
• Ensuring all guest and colleague requests are handled in an efficient and professional manner according to brand standard
• Supporting company and hotel policies and procedures including creating, promoting and actively participate in EES, Health and Safety, and Voice of Guest initiatives.
• Responsible for the overall cleanliness, maintenance and ambience of designated areas including service areas
• Ensuring machines and equipment are in working order in collaboration with Assistant Director, Housekeeping
• Regularly connect directly with guests in the space, creating a friendly and welcoming atmosphere
• Develop departmental goals and measurements resulting in a balanced score card of guest, colleague, shareholder and brand but understand guest satisfaction is dependent on colleague engagement.
• Ongoing professional development, growth, and job satisfaction of all leaders and colleagues through the department
• Ensure effective colleague planning, selection, training and development strategies are in place and executed
• Key involvement in the Hotel’s preventative maintenance programs.
• Contributor in developing the hotel wide strategic goals and plans
• Promote and ensure a clean and SAFE working environment, with continual emphasis on promoting employee health and safety.

• Hotel Management/ Hospitality & Tourism degree or equivalent diploma preferred
• A minimum of 2-3 Years of experience as a Housekeeping role in a mid to large scale hotel with proven results – Operational Excellence, Colleague Engagement and Financials.
• Excellent interpersonal skills, with strong written and verbal communication abilities
• Creative and effective leader and team player, possessing a high degree of professionalism, sound human resources management principles, communication, administrative skills, ambition, drive, energy, and determination
• Must have a passion for housekeeping!
• Proficient in Excel, in particular creating spreadsheets and ability to create administrative processes through process mapping..
• Good problem solver with the ability to think outside the box.
• Knowledge of Property Management System (Opera PMS or equivalent), Microsoft Office and Outlook are required.
• Will be required to work weekends and some evenings. Hours need to be flexible to accommodate to operational needs

Physical Aspects of Position include but are not limited to the following:

• Constant standing and walking throughout shift
• Frequent lifting and carrying up to 60 lbs
• Ability to push or pull objects up to 60 lbs
• Frequent work above shoulder height is required
• Frequent kneeling, pushing, pulling, lifting
• Frequent ascending or descending ladders, stairs and ramps

What’s in it for you?

• Thesalary range for this position is $70,320 - $79,110. Our salary ranges aredeterminedby job and level. Within the range, individual compensation isdeterminedby job-related skills and knowledge, relevantexperienceand/or work location
• Free Meals: Healthy meals on us every shift.
• Travel Discounts: Sweet deals at Accor hotels worldwide.
• Dry Cleaning: Free dry-cleaning for your work gear.
• Skill Up: Custom learning programs to boost your talents.
• Impact: Join our Health & Wellness, Sustainability, and DEI Committees.
• Level Up: Unlock new career heights with exciting growth paths.

Thispostingis for anexisting vacancy.

AI disclosure:

We use artificial intelligence to help screen and assess applications for this position.These toolsassistour hiring team but do not replace human judgment. Final hiring decisions areultimately madeby humans. If you would like more information about how your data is processed, please contact us.

BE PART OF OUR FUTURE.

Another stunning chapter for the iconic Fairmont Royal York has begun, and we invite you to be a part of it. If you are passionate about hospitality, driven by excellence, and eager to contribute to an esteemed institution, we want to hear from you. Join us and help shape the future of one of Toronto’s most treasured landmarks.

Visa Requirements:

Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.

Accommodations:

We encourage you to let us know if you require any accommodation through the application or recruitment process, and we will work with you to meet your needs. Persons who anticipate need to accommodations for any part of the application or interview process may contact , in confidence: [e-mail]

Our Commitment to Diversity & Inclusion:

At Fairmont Royal York, we believe that the strength of our team lies in its diversity. We are committed to fostering an inclusive environment that respects the unique backgrounds, perspectives, and talents of the individual. As an Equal Opportunity Employer, we provide equal access to opportunities. We welcome applications from all qualified candidates.