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About the Role

Functions as the primary strategic business leader of the property, responsible for all aspects of operation including guest and employee satisfaction, human resources, financial performance, sales and revenue generation, and delivering a return on investment. Verifies implementation of service strategy and initiatives to meet or exceed guest expectations, increase profit, and gain market share. Holds the property leadership team accountable for strategy execution and guides their professional development. Leverages sales engines and initiates proactive sales activities to generate demand, ensuring alignment with Marriott and owner objectives for brand positioning and success. Builds owner loyalty through proactive communication and managing expectations. Actively involved in the local community, building strong relationships with officials, businesses, and customers.

Responsibilities

Develop business plans designed to maximize property customer satisfaction, profitability, and market share.
Execute business plans and ensure alignment with business strategies.
Collaborate with Sales and Marketing to develop revenue-generating strategies.
Identify new business leads and actively pursue them with the Sales and Marketing team.
Create a cohesive and high-performance Executive Committee.
Coach the Executive Committee and hold them accountable for performance.
Create learning and development opportunities for employees.
Develop and execute development plans for direct reports.
Identify resource needs to strengthen the property team.
Create succession plans for future job openings.
Support the staffing process.
Ensure effective work processes, systems, and teamwork are in place.
Review business-related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction.
Analyze business information to proactively address changing market conditions and ensure operations are within budget.
Use business information to identify product and service successes and improvement opportunities.
Integrate business information into business plans.
Ensure all employees are treated fairly and with respect.
Build rapport with employees by fostering an environment of open communication.
Make oneself available to employees through an open door policy.
Ensure pay and benefits are appropriate for the labor market.
Celebrate employee successes publicly.
Work with Human Resources to maximize employee engagement and monitor the local labor environment.
Develop effective pricing strategies with the Revenue Management team.
Establish a revenue strategy that supports the hotel’s positioning in the local market.
Ensure demand forecasting and sound revenue practices are in place to maximize yield.
Identify ways to grow occupancy, RevPAR, and market share.
Control labor and capital expenses.
Build strong rapport with property owners through proactive communication.
Keep owners informed of brand initiatives and guest experiences.
Provide owners with in-depth analysis of property performance.
Manage an effective balance between owner interests and Marriott brand interests.
Develop and promote ideas for improving property service and profitability to ownership.
Interact with guests and customers to obtain feedback.
Utilize guest/customer feedback to recognize employee service performance and improve service delivery.
Emphasize and hold leadership team accountable for addressing service failures.
Establish presence in the market by promoting an exemplary property/brand image.
Involve oneself in the local community and develop strategic alliances.
Anticipate needs of large groups or high-profile guests.
Ensure products, services, and events attain appropriate publicity.
Verify property compliance with legal, safety, operations, labor, and Marriott brand standards.
Conduct quality assurance audits with specific departments.
Hold employees accountable for performing audits regularly.
Conduct detailed walk-throughs to ensure the building, public areas, kitchen, and grounds are well-maintained and safe.
Validate that employees are appropriately trained and performing to standard.

Requirements

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 8 years’ experience in management operations, sales and marketing, finance and accounting, or related professional area.
4-year bachelor's degree in Business Administration, Hotel and Restaurant Management, or related major; 6 years’ experience in management operations, sales and marketing, finance and accounting, or related professional area.
General Manager experience in limited or full-service property.
Ability and willingness to work flexible hours including weekends, holidays and late nights.
Property industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.

Skills

Business Strategy Development
Business Strategy Execution
Sales and Marketing
Talent Management and Organizational Capability
Business Information Analysis
Employee and Labor Relations
Revenue Management
Owner Relations
Customer and Public Relations Management
Company/Brand Policy, Procedures, and Standards Compliance

Location

Onsite

Work Type

Full-time

Experience Level

6+ years
8+ years

Education Level

2-year degree
4-year bachelor's degree

Benefits

Access to opportunity
Accommodations for job applicants needing assistance

About the Company

W Hotels’ mission is to Ignite Curiosity, Expand Worlds. We are a place to experience life. We’re here to open doors and open minds. We are constantly inspired by new faces and new experiences. A tuned-in, up-for-anything spirit is at our core and has made us renowned for reinventing the norms of luxury around the globe. Whatever/Whenever is our culture and service philosophy that brings our guests’ passions to life. If you are original, innovative, and always looking towards the future of what’s possible, welcome to W Hotels. In joining W Hotels, you join a portfolio of brands with Marriott International. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

Equal Opportunity

Marriott International is dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity.
We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.
We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
W Toronto takes seriously its obligations under provincial human rights and accessibility legislation.
We are happy to provide accommodations to job applicants needing assistance.