Fairmont Gold Manager

Fairmont Hotels And Resorts; Southampton; On-site; GBP 85,000 - 110,000; Full time

Benefits offered by this job

Growth opportunities and international

Health insurance and retirement plans

Worldwide travel discounts

Job summary

Fairmont Southampton is seeking a Fairmont Gold Manager to lead the Gold floor, elevating the luxury guest experience and driving revenue growth. You will develop a high-performing team, partner with departments, and ensure operational and financial excellence.

The role reports to the Assistant Director, Rooms and requires a confident, service-driven leader capable of upholding Fairmont Gold standards across all touchpoints. Weekend/holiday shifts may be required.

Qualifications

• Degree or Diploma in Hospitality Management preferred.
• 3+ years in luxury hotel leadership; executive lounge experience preferred.
• Experience in unionized environments is an asset.
• Proven track record of delivering exceptional guest service.
• Fluency in English; additional languages advantageous.
• Willing to work weekends and holidays.

Responsibilities

• Lead and develop Fairmont Gold team to deliver elevated, guest-first service.
• Oversee all Fairmont Gold touchpoints from pre-arrival to lounge.
• Drive revenue growth through upselling and loyalty engagement.
• Manage daily operations, budgets, cost controls and P&L for Fairmont Gold.
• Ensure compliance with SOPs, brand standards, LQA, and collective bargaining agreement.
• Partner with Housekeeping, F&B, Reservations, Engineering and others for service delivery.
• Provide coaching, performance evaluations, progressive corrective action.
• Maintain luxury lounge ambiance, amenities, and F&B offerings.

Skills

Luxury hotel leadership

Guest service excellence

Team development

Budget management

English proficiency

Education

Hospitality degree

Tools

Hotel systems

Job description

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 United Arab Emirates. About Fairmont Southampton Are you ready to join a team that thrives on excellence and embraces limitless potential? Fairmont Southampton, Bermuda's largest resort, invites exceptional individuals to be part of our award-winning team and shape the future of hospitality. Following a multi-million-dollar renovation, our 593-room resort is Bermuda's largest, featuring nine restaurants, a 30,000-square-foot spa, an 18-hole par three golf course and a captivating Beach Club. Opportunities for growth and success are boundless. Our culture emphasizes respect, teamwork, and professionalism, supported by comprehensive benefits. Join our diverse and inclusive team, where your unique talents and perspectives are celebrated. Dare to go beyond the ordinary, unlock your potential and make a lasting impact at Fairmont Southampton. Together, let's create memories that exceed expectations.

• 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

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.