General Manager

Reporting to the Senior Vice President, Operations, the General Manager is responsible for maximizing hotel profitability for the Residence Inn By Marriott Vancouver by focusing on revenue generation, market share growth, operating efficiencies, associate engagement, and guest satisfaction in a focus-service hotel environment. In addition, this role is accountable for the coaching and mentoring of all leadership team members in fostering a strong service and performance driven culture. The General Manager will achieve desired outcomes through the alignment of operational and organizational strategies and as a senior leader possess an exceptional track record for bringing about positive change in a winning environment. The General Manager will excel in change management, facilitation and people management skills allowing for the delivery of operational excellence.    

The General Manager is a strategic thinker responsible for the development and timely execution of the hotel business plans as it relates to the operation of their hotel.  They direct and coordinate the activities of the hotel operations in accordance with set policies and procedures and provides leadership to ensure the achievement of all key performance indicators with a specific focus on the delivery of guest services. Utilizing strong interpersonal skills, the General Manager is the champion in all matters related to associate engagement. They are wholly familiar with their hotels’ brand and will have knowledge of all areas of their hotels’ operations. They are recognized as being a mentor and coach ensuring a keen eye on the development and support of future talent. The General Manager is results driven and ultimately accountable for the performance of their respective hotels.

This position understands current and developing trends and is recognized as a positive ambassador for SilverBirch within the local hotel environment. They represent the Company with integrity while promoting the Company within their local market.

Pay range: $123,040.11 – $140,466.39, and:

• Comprehensive benefits package
• RRSP matching
• Annual incentive
• Employee Family Assistance Program
• Hotel discounts worldwide!

Responsibilities and Duties:

• Responsible for overall property performance including revenue generation, market share growth, operating efficiency, associate engagement and guest satisfaction
• Directs hotel teams in the achievement of all financial and operational key performance indicators and contribution targets
• Provides leadership to the hotel revenue generation process, ensuring that proactive sales plans are in place to achieve overall hotel growth targets
• Adjusts the hotels’ business plans in response to changing market conditions
• Reviews and analyzes monthly financial and operating metrics focussed on achieving key performance indicators, including GOP, Flow Through, RevPAR Index, Guest Satisfaction, Associate Engagement and Brand Inspections
• Develops and executes multi-year Capital Expenditure Program
• Champion the Company’s vision, mission and core values
• Creating an inclusive environment where all associates full potential is recognized
• Build and cultivate a positive labour relations climate by maintaining key relationships with Union representatives and all other stakeholders at the hotel
• Ensures effective property organizational structures, processes, and procedures to maintain top of Brand performance
• Maintains highly productive relationships and partnerships for the benefit of the company
• Ensures full compliance with all SilverBirch and Brand policies and procedures
• Ensures full compliance with all regulatory and statutory regulations and requirements, including but not limited to health,  labour, environmental and fire code regulations. Is informed of all changes to regulatory requirements affecting hotel operations.
• Is an engaged ambassador both internally and externally for SilverBirch Hotels & Resorts
• Is fully aware of all brand processes, procedures, and best practices, including standards, reporting, quality inspections, guest satisfaction measurement, and ensures compliance and top of Brand performance
• Attends Brand meetings and conferences as required
• Participates in Brand site visits and property inspections and is accountable for the development of corrective action plans as required.
• Acts as the chief spokesperson for the hotel in response to social media and public relations.

Skills, Knowledge and Abilities Required:

• Exceptional verbal and written communication skills
• Has proven success in a focus-service hotel environment
• Excels in team building and the development of results orientated, effective, efficient, and motivated department leaders.
• Strong leadership and facilitation skills – demonstrated ability to lead and/or influence others to have a specific impact or effect.
• Understands and demonstrates customer service and works to build organizational credibility and new revenue resources.
• Strategic thinker and able to work supporting the overall business plan in support of SilverBirch’s overall Corporate strategic plan.
• Sets achievement-oriented goals and standards both personally and for the hotel leaders and associates.
• Communicates and problem solves effectively, finding solutions that are beneficial to guests, associates, and the organization.
• Team-building and ability to lead through conflict and operational challenges
• Demonstrates a total commitment to the stakeholder (ownership, corporate teams, guests & associates) both anticipating and delivering on expectations
• Ability to set priorities, plan, organize, delegate, control and inspire.
• Enhances one’s own ability and the ability of others to contribute.
• Demonstrated broad business knowledge and organizational awareness
• Displays a positive attitude, maintains enthusiasm, and celebrates success.
• Ability to maintain professional relationships with clients, co-workers, and suppliers.
• Flexible and energetic with the ability to work under pressure

Working Conditions:

• Hotel environment, normal office conditions with infrequent lifting/pushing/pulling required
• Evening and/or weekend hours when necessary and/or required
• Ability to travel if required
• Lengthy periods requiring focused attention
• Requirement to problem solve, and meet tight deadlines
• Requirement to adapt well in the face of workplace stressors such as complaints, conflict resolution, balancing competing priorities or managing emergency situations.

Experience, Training and Education:

• Certificate/Diploma/Degree or equivalent education in Hospitality or Hotel Management; achievement of a Certified Hotel Administrator (CHA) and/or Certified Hotel General Manager (CHGM) designation is preferred.
• 1 -3 years experience as a hotel general manager and/or hotel manager
• Extensive senior leadership experience preferably within a Branded hotel environment; matched with exposure to the daily management of all areas of operations involving Rooms, Food & Beverage, Human Resources, Sales & Marketing and Maintenance.
• Experience working within the Marriott Brand an asset.
• Experience working in a unionized environment an asset.

At SilverBirch Hotels & Resorts, our natural diversity shapes us while our focus on inclusivity and belonging contributes to achieving our vision. We encourage applicants from all backgrounds to apply, even if you don’t meet every qualification. If you require accommodations at any stage of the recruitment process, please let us know by emailing HR.Corporate@silverbirchhotels.com.

While we appreciate all applications, only those selected will be contacted.