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General Manager

2 weeks ago

Toronto, Ontario, Canada Pan Pacific Toronto Full time

Come and join our fun, engaged and energetic team. Pan Pacific offers not only guests but our associate's endless possibilities to restore the body and expand the mind. We offer exceptional benefits, training and perks that provide the basis for a renewing work experience.

We are an equal opportunity employer and we would love you to join our team

Hotel Overview

The Pan Pacific Toronto Hotel (formerly The Prince Hotel) offers the best of both worlds – a welcoming oasis of calm amid the urban landscape. An exquisite property with 409 intimate guest rooms and 30,000 square feet of meeting space, two restaurants and a lounge in North Toronto, we are uniquely positioned to host a broad range of corporate, government, and leisure groups.

Position Summary

Functions as the primary strategic business leader of the property with responsibility for all aspects of the operation, including guest and employee satisfaction, human resources financial performance, sales and revenue generation and delivering a return on investment to ownership. Verifies implementation of service strategy and initiatives with the objective of meeting or exceeding guest expectations, increased profit and market share. Holds property leadership team accountable for strategy execution, and guides their individual professional development. Builds owner loyalty through proactive communication, setting and managing expectations and delivering solid business results.

Requirements

Business Strategy Development

Stays current with industry trends and monitors strengths and weakness of competition; explores new business opportunities; develops business plans designed to maximize property customer satisfaction, profitability, and market share; ensures property business plans are aligned with the hotel's business strategies.

Business Strategy Execution

Executes business plans designed to maximize property customer satisfaction, profitability, and market share; ensures that property business plans and employees are aligned with business strategies; holds property leadership team accountable for successful delivery of business plans; experiments with new ideas and takes calculated risks to improve guest satisfaction and profitability; evaluates the success of property business strategies to inform future business plan enhancements; continually ensures business plans and actions have a positive impact on property performance.

Sales and Marketing

Works closely with Sales and Marketing team to develop revenue generating strategies for property; identifies new business leads, develops tailored sales approach, and actively pursues leads with Sales and Marketing team; validates that sales and marketing strategy is aligned with brand strategy and is effectively executed against established goals; augments guest preference for property through booking ease and quality interactions with sales force.

Talent Management and Organizational Capability

Creates a cohesive and high-performance Executive Committee that continuously strives for positive results and improvement; coaches Executive Committee by providing specific feedback and holds them accountable for performance; creates learning and development opportunities for employees; creates and effectively executes development plans for both direct reports based on their individual strengths, development needs, and career aspirations; ensures all managers are doing the same for their direct reports; identifies resource needs to strengthen property team; creates succession plans for future job openings; actively supports the staffing process; ensures effective work processes, systems and teamwork are in place to maximize individual and overall property performance.

Business Information Analysis

Reviews business related data such as market share, financial performance, inventory, employee engagement, and customer satisfaction; analyzes business information to proactively address changing market conditions, ensure property operates within budgetary guidelines, and achieves profit margin goals; uses business information to identify indicators of product and service successes and opportunities for improvement; integrates business information into business plans.

Employee and Labor Relations

Verifies that all employees are treated fairly, and with respect; builds rapport with employees by fostering an environment of open communication and spending time with employees on the frontlines; makes self-available to employees ("open door policy"); verifies that pay and benefits are appropriate for labor market; celebrates the success of employees in a public way; works with Human Resources to maximize employee engagement and monitor local labor environment to address issues as needed.

Revenue Management

Works with Revenue Management team to develop effective pricing strategies, balancing seasonality, economy, customer segments, property objectives and customer satisfaction; established revenue strategy that supports the hotel's positioning in local market; ensures demand forecasting and sound revenue practices are in place to maximize yield; identifies ways to grow occupancy, RevPAR, and market share by researching and staying aware of competitor strategies; controls labor and capital expenses.

Owner Relations

Builds strong rapport with property owners through proactive and on-going communication; keeps owner informed of brand initiatives and guest experiences; provides owners with in-depth analysis of property performance, incorporating guest, financial and employee business data; manages an effective balance between owner interests and Pan Pacific brand interests and develops solutions that create value for both; develops and effectively promotes ideas for improving property service and profitability to ownership.

Customer and Public Relations Management

Interacts with guests and other customers on a frequent basis to obtain feedback about their experiences on property; utilizes guest/customer feedback to recognize outstanding employee service performance and improve service delivery; emphasizes and holds leadership team accountable for addressing service failures or potential service failures, and for developing innovative ways to exceed guest expectations; establishes presence in the market by actively promoting an exemplary property/brand image, involving oneself in the local community, and by developing strategic alliances with local officials, businesses, and customers; anticipates needs of large groups or high profile guests in order to deliver flawless service; verifies that products, services, and events attain the appropriate publicity.

Company/Brand Policy, Procedures, and Standards Compliance

Verifies property compliance with legal, safety, operations, labor, and Pan Pacific brand and service standards; conducts both routine and short-notice quality assurance audits with specific departments; holds employees accountable for performing audits on a regular basis; conducts detailed walk-throughs to ensure building, public areas, kitchen, and grounds are well-maintained, safe, and meet or exceed guest expectations; validates that employees are appropriately trained and performing to standard.

Qualifications

  • Ability and willingness to work flexible hours including weekends, holidays and late nights.

  • Superior written and verbal communication skills.

  • Actively involved in the community.

  • Minimum of 5 years senior management experience in a full-service hotel.

  • Degree in Hotel/Restaurant Management.

  • Outstanding leadership skills.

  • Able to provide exceptional guest service.

  • Strong computer skills.

*Pan Pacific Toronto Hotel recognizes its obligations under the Accessibility for Ontarians with Disabilities Act, 2005, and, upon request, will provide accommodation in the recruitment processes to the point of undue hardship.

Job Types: Full-time, Permanent

Pay: $120,000.00-$180,000.00 per year

Benefits:

  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • On-site parking
  • Vision care

Experience:

  • IHG or luxury hotels : 5 years (required)
  • Full-service Hotel Management: 5 years (required)

Work Location: In person