General Manager

General Manager

Location: Downtown Toronto, ability to travel to various Hotels within the portfolio

Pantages is currently recruiting for a General Manager! Reporting to the Corporate Director of Operations, the General Manager will be responsible for the operation and management of the hotel to ensure optimal performance, profitability, and compliance with company policies and regulations. This role involves strategic planning, staff management, and operational oversight across all departments—from front desk operations and housekeeping to food and beverage, and sales. 

The ideal candidate will illustrate the ability and drive to lead the corporate culture, personifying it in daily interactions with both guests and team members; be an engaging leader who is highly inclusive, inspiring, and able to relate to all levels; and create a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute.

The successful candidate has exemplary communication skills, both verbal and written, and is adept at creating connections with diverse groups of individuals. Proficiency to inspire and motivate others to deliver strategic value, using a collaborative approach is key in order to gain respect and credibility with team members.

What We Offer

• Work with like-minded team members who are passionate about their work and keep things fun, every day!
• Working with a reputable brand and being part of Silver Hotel Group, a company committed to ensuring a culture of respect, appreciation, and fun (among other things of course)!
• A fast-paced environment in an exciting industry, where you get the chance to meet people from all over the world. It’s a good place to be right now!
• Education Reimbursement for you (and your children!)
• RRSP Matching Program
• Annual Wellness Credit
• Team Member Referral Program
• Leadership Development
• Team Building Events
• Culture of Recognition Program
• Hotel Stay Discounts

Key Responsibilities

Operational Management

• Oversee all day-to-day operations of the hotel, ensuring that all departments function cohesively. The GM ensures operational efficiency, quality service, and compliance with hotel policies and various regulatory requirements.
• The Pantages Hotel's unique structure, where the hotel is part of a condo corporation, adds an interesting dynamic to its management. The General Manager (GM) in this case has a critical role in overseeing the relationship between the hotel and the condo corporation, ensuring smooth operations for both entities. The GM’s role on the Condo Corporation (Condo Corp) board involves contributing to the decision-making process regarding the building’s operations and maintenance. As a member of the board, the GM would have to represent the hotel’s interests while balancing the needs of the condo residents and other stakeholders. The GM will need to effectively liaise with the Condo Corp’s property manager to ensure smooth communication and resolution of any issues that may arise between the hotel and the condo units.
• Coordinate capital improvement projects to maintain quality standards and property image, and to protect the asset from neglect, damage, or deterioration.
• Drive the corporate culture, personifying it in daily interactions with both guests and team members.
• Be an engaging leader who is highly inclusive, inspiring, and able to relate to all levels.
• Create a fun and supportive working environment where team members aspire to do what is right and are given the empowerment to execute.

Financial Oversight 

• Responsible for the financial health of the hotel, including budgeting, forecasting, and financial planning. The GM reviews financial reports, works to maximize revenue, controls expenditure, and improves profitability.
• Proactively oversee the operations of all departments to maximize financial performance of the hotel and continually challenge the team to be the best.
• Participate in the development and execution of short and long-term financial budgets and operational goals for all departments of the hotel, with a strong ability to drive the top line and a keen eye for cost control, productivity, and profitability.
• Work with revenue management resources to develop and implement strategies to grow business.

Staff Management

• Lead and manage the hotel staff, including recruitment, training, and performance evaluation. The GM must cultivate a productive work environment and ensure staff adherence to hotel standards, values and culture.

Guest Satisfaction

• Ensure high levels of guest satisfaction by improving the quality of customer service. This includes handling guest complaints, fostering a guest-centric culture among staff, and maintaining high standards of hospitality.

Sales & Marketing

• Collaborate with the sales and marketing team to develop strategies that enhance the hotel’s visibility and attract more clientele. This may include promotional campaigns, participation in local events, and forging partnerships with local businesses.
• Stay in tune with the industry and local market, anticipating market trends, paying close attention to changes in the economy, supply, demand, technology, design, and other impacts, always looking for ways to stay ahead of the competition.
• Actively participate in the sales process with property sales team and regional sales resources, including strategy, tours, and customer relations.

Strategic Planning

• Engage in long-term planning by setting overall goals for the hotel, including sales targets, cost management strategies, and comprehensive development plans for property and services.
• Participate in developing and monitoring annual sales business and marketing plans.

Compliance & Safety

• Ensure the hotel operates in alignment with health and safety standards and adheres to all local laws and regulations. This involves regular inspections, staff training in safety procedures, and updating policies as needed.

Quality Control

• Regularly assess the quality of all hotel services and facilities, and initiate improvements to enhance the guest experience and operational efficiency.
• Work closely with regional ownership team, ensuring processes, suppliers, systems, and other resources are being utilized effectively.

Relationship Management

• Maintain positive relationships with hotel stakeholders, including employees, guests, suppliers, community leaders, and corporate management.
• Develop and maintain rapport with key industry and community partners to ensure a visible presence in the city.
• Be a leader and a role model to all team members. Be visible and approachable. Conduct regular team meetings. Maintain an open-door policy and encourage team member engagement and empowerment.

Crisis Management

• Handle emergencies and unexpected situations effectively, from natural disasters to security threats or public health crises, ensuring the safety of guests and staff.

What We are Looking for...

• Minimum of 5 years of hotel management experience, with a proven track record of success.
• Strong knowledge of revenue management in a hotel environment.
• Excellent written and verbal communication skills.
• Strong knowledge of property management systems and Office software.
• Strong sales and negotiation skills, and decision-making capabilities.
• Strong financial acumen with experience in preparing and managing a budget and business plan and analyzing financial statements.
• Ability to study, analyze and interpret activities to improve existing practices or develop new approaches.
• A passion for style trends and fashion, and a flair for social media will be assets in this position.
• Self-motivated and results-driven team player.
• Ability to recruit, supervise, train, and motivate an exceptional team, focused on success.
• Ability to cultivate business relationships.
• Demonstrated proficiency in the Microsoft Office suite of programs;
• Must be legally authorized to work in Canada.

About Us
https://www.silverhotelgroup.com/

The hotel building was designed by world renowned architect Moshe Safdie, the postmodern limestone building was completed in 2003 to match its surrounding theatre establishments. Pantages Hotel is a boutique hotel with intimate surroundings in the heart of Canada’s Downtown, just steps away from the best shopping, dining and entertainment the city has to offer. Situated in the heart of one of Toronto’s most vibrant neighborhoods, this hotel offers unique rooms with alternative layouts, and different amenities. Floor-to-ceiling windows make a memorable and effortless experience for our travellers. Additionally, Stages Restaurant & Lounge delivers Canadian inspired local flavors and dishes among with a hand-crafted cocktail that’s been expertly shaken.