General Manager

City Express by Marriott Port Hope, Ontario

Position Summary The General Manager is responsible for the overall operation, financial performance, guest satisfaction, associate engagement, and brand compliance of the hotel. The GM provides leadership to all departments while ensuring the property meets City Express by Marriott and Marriott International brand standards.

Key Responsibilities

Operations Management

Oversee daily hotel operations, including Front Desk, Housekeeping, Maintenance, Breakfast, and Guest Services.

Ensure compliance with Marriott brand standards, operational procedures, and safety requirements.

Maintain guest satisfaction scores and online reputation management.

Monitor service delivery and resolve guest concerns promptly.

Financial Performance

Develop and manage annual budgets and forecasts.

Drive revenue growth through occupancy, ADR, and RevPAR strategies.

Control labor costs and departmental expenses.

Review monthly financial statements and implement corrective actions when needed.

Leadership & Human Resources

Recruit, train, coach, and develop department leaders and associates.

Conduct performance reviews and support employee engagement initiatives.

Foster a positive workplace culture focused on accountability and service excellence.

Ensure compliance with employment standards legislation and company policies.

Sales & Revenue Generation

Partner with the sales team to maximize room revenue.

Build relationships with local businesses, corporate accounts, and community organizations.





Drive Marriott Bonvoy enrollment and guest loyalty initiatives.

Monitor market trends and competitor activity.

Guest Experience

Ensure a consistently high level of guest satisfaction.

Respond personally to significant guest concerns and service recovery opportunities.

Monitor guest feedback, review sites, and survey results.

Asset Management

Protect and maintain the hotel's physical assets.

Oversee preventive maintenance programs.

Ensure the property remains safe, clean, and well-maintained.

Compliance & Risk Management

Ensure adherence to Marriott standards and brand audits.

Maintain health and safety compliance.

Manage emergency procedures and risk mitigation programs.

Protect guest and company information.

Qualifications

Minimum 3-5 years of hotel General Manager experience or equivalent leadership experience.

Marriott brand experience preferred.

Strong financial acumen and budgeting expertise.

Excellent leadership, communication, and problem-solving skills.

Knowledge of revenue management principles.

Ability to lead multiple departments in a quick-paced environment.

Key Performance Indicators (KPIs)

Guest Satisfaction (GSS)

Intent to Recommend (ITR)

RevPAR

Occupancy

ADR

EBITDA/Profitability

Marriott Bonvoy Enrollment

Brand Audit Scores

Employee Engagement & Retention

Pay: $65,000.00-$75,000.00 per year

Benefits

- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care

Work Location: In person

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