General Manager – Hotel (Ottawa)

GENERAL SUMMARY:
The General Manager is the visionary leader of the hotel, responsible for driving exceptional guest experiences, high‑performing teams, and strong financial results. In this role, you will set the strategic direction for all operations, ensuring service excellence, guest satisfaction, team engagement, and maximum profitability for the property owners. You will be the primary ambassador for the brand, implementing service standards and policies that exceed guest expectations, grow revenue, and strengthen REVPAR market share. You will lead, coach, and inspire the property leadership team, while building strong relationships with owners, local authorities, businesses, and the community to create a dynamic and welcoming environment for guests and associates alike.

Business Strategy & Execution

• Develop and execute business plans to maximize guest satisfaction, associate engagement, profitability, and REVPAR market share
• Lead the property leadership team in implementing strategies and hold them accountable for results
• Experiment with innovative ideas and controlled risks to enhance guest experiences and financial performance
• Evaluate the success of business strategies and refine tactics for future improvement
• Collaborate closely with the food and beverage team to drive restaurant and catering revenue
• Deliver memorable guest service experiences, with special attention to Marriott Bonvoy members
• Focus on key guest satisfaction drivers to exceed target benchmarks

Talent Management & Organizational Capability

• Build a cohesive, high‑performance Executive Committee and foster a collaborative leadership culture
• Provide clear, actionable feedback and coaching to the leadership team
• Create learning and development opportunities to support associate growth
• Equip teams with the tools, techniques, and guidance to deliver consistent, high‑quality service
• Develop and execute enrichment plans for direct reports
• Assess staffing needs and ensure the right talent is in place
• Create succession plans to prepare for future leadership roles
• Optimize work processes, systems, and teamwork across departments

Associate Engagement & Labor Relations

• Ensure all associates are treated with fairness, respect, and dignity
• Maintain open communication and connect regularly with frontline teams
• Oversee fair compensation and benefits aligned with local market standards
• Recognize and celebrate associate achievements publicly
• Lead quarterly all‑associate meetings to share guest feedback and improvement initiatives
• Verify that training is effective and that associates perform to standard
• Partner with Human Resources to strengthen engagement and address labor issues promptly

Brand Standards, Compliance & Property Excellence

• Ensure full compliance with legal, safety, operational, labor, and Marriott brand standards
• Conduct regular and unannounced quality assurance audits in all departments
• Hold teams accountable for maintaining high standards through audits and walk‑throughs
• Oversee preventive maintenance to keep the property in excellent condition and ensure operational efficiency
• Ensure all brand audits are completed on time and that performance targets are met

Business Information & Data Analysis

• Analyze key business metrics, including P&L statements, inventory levels, employee engagement, and guest satisfaction
• Use data to adapt to market changes, manage budgets, and achieve profitability targets
• Identify successful initiatives and areas for improvement through data‑driven insights
• Monitor monthly productivity metrics and apply best practices
• Track and improve food and beverage KPIs to sustain strong results
• Present P&L and performance data clearly, with actionable recommendations
• Integrate data insights into strategic planning and decision‑making

Sales, Marketing & Revenue Management

• Collaborate with the Regional General Manager to create revenue‑driving strategies
• Develop a tailored sales approach and actively pursue leads with the Sales & Marketing team
• Balance seasonality, economic conditions, customer segments, property objectives, and guest satisfaction
• Identify opportunities to grow REVPAR share by analyzing competitor strategies
• Design and implement targeted marketing campaigns for food and beverage offerings to increase sales and profitability
• Manage labor and capital expenses to optimize results

Guest & Community Relations

• Engage regularly with guests to gather feedback and continuously improve service
• Hold the leadership team accountable for resolving service gaps and exceeding expectations
• Act as a brand ambassador in the local market, building strategic partnerships with authorities, businesses, and customers

Strengthen the hotel’s reputation and community presence to create a sense of belonging for guests and associates

CANDIDATE PROFILE:
Education and Experience

• 2‑year degree in Business Administration, Hotel and Restaurant Management, or related field, plus 6 years of progressive hotel management experience
  OR
• 4‑year bachelor’s degree in Business Administration, Hotel and Restaurant Management, or related field, plus 4 years of hotel management experience

Preferred Qualifications:

• Proven experience as a General Manager within a major hotel brand (Marriott, Hilton, Accor, IHG, or Hyatt)
• Flexible schedule, with the ability to work weekends, holidays, and late‑night shifts as needed
• Bilingual in English and French, enabling seamless communication with guests, owners, and teams
• Proficiency in FOSSE, Employeur D, Empower GXP, Adaco, and Microsoft Office Suite
• Demonstrated career progression and outstanding performance in the hospitality industry
• Strong ability to engage, motivate, and lead service‑oriented teams, with emphasis on planning, coaching, and service recovery
• Deep understanding of rooms and food & beverage operations, with a focus on operational excellence and continuous improvement

Our organization is committed to fair and inclusive hiring practices, recruiting a diverse workforce, and fostering an environment where everyone feels valued and respected. We do not discriminate based on gender, ethnicity, religion, sexual orientation, age, disability, or any other protected basis.