General Manager - Chelsea Hotel - Toronto

Langham Hospitality Group

About The Position

Functions as the strategic business leader of the Chelsea Hotel, Toronto, with full accountability for property operations and assumes the role of Managing Director in their absence. Oversee all core operational disciplines including Front Office, Housekeeping, Food & Beverage and Culinary, Events, Recreation and Fitness, Retail, Security, Engineering and Maintenance. Works in close partnership with the Executive Committee and Department Heads to develop and execute the hotel’s operating strategy, ensuring consistent delivery of brand service standards and strategic initiatives. Ensure operations are aligned to the needs of the hotel’s target guest segments, drives colleague engagement, grows revenue, and optimizes financial performance. As a member of the Executive Committee, leads the development and implementation of property-wide strategies that deliver compelling guest experiences, foster a high-performance culture, and generate sustainable returns for ownership. The General Manager is the brand steward of the Chelsea Hotel, Toronto, accountable for defining, leading, and delivering a distinctive urban experience while achieving sustainable commercial performance. Operating within Langham Hospitality Group governance and values, the General Manager ensures the Chelsea brand is clearly defined, consistently delivered, and operationally embedded across all facets of the business.

Requirements

2-year degree from an accredited university in Business Administration, Hotel and Restaurant Management, or related major; 8 years’ experience in management operations, sales and marketing, or related professional area.
OR
4-year bachelor’s degree in business administration, Hotel and Restaurant Management, or related major; 6 years’ experience in management operations, sales and marketing, or related professional area.
Fluent written & spoken English are required
This role is open only to candidates who possess valid authorization to work in Canada or who are eligible to obtain such authorization without employer sponsorship.

Responsibilities

Owns the hotel’s financial performance, with full accountability for P&L, GOP, and cash flow.
Leads annual budgeting, forecasting, and long-term financial planning in alignment with brand and ownership objectives.
Ensures disciplined cost management across wages, controllable expenses, and capital deployment, without compromising guest or colleague experience.
Reviews financial performance regularly, identifies variances, and drives corrective action with the leadership team.
Oversees capital expenditure planning and execution to support brand standards, service strategy, and asset value growth.
Develops and executes an operational strategy aligned to the brand’s commercial objectives and market positioning.
Provides strategic oversight of all hotel operations, ensuring consistent delivery of brand standards and service expectations.
Establishes clear operational priorities and communicates goals that drive service quality, efficiency, and results.
Ensures the core elements of the brand service strategy are embedded across all departments.
Conducts regular property inspections and engages directly with guests and colleagues to identify opportunities for improvement.
Identifies operational risks and challenges, leading cross-functional solutions to prevent recurrence and enhance performance.
Ensures all operational environments support a seamless, engaging, and memorable guest experience.
Acts as the custodian of the Chelsea brand, translating brand positioning into daily operational behaviors, service culture, and guest experiences.
Champions a guest-first mindset, ensuring emotionally engaging and distinctive experiences at every touchpoint.
Uses guest feedback, insight, and reputation metrics to continuously elevate experience delivery.
Monitors industry trends and competitive dynamics to strengthen the hotel’s market position.
Represents the Chelsea Hotel in corporate, ownership, community, and industry forums.
Builds and sustains a high-performance, inclusive, and values-led culture aligned with Langham’s people philosophy.
Leads, coaches, and develops the Executive Committee and Department Heads, ensuring strong succession and leadership depth.
Sets clear performance objectives and conducts regular performance reviews with senior leaders.
Oversee recruitment, development, and retention of leadership talent.
Drives colleague engagement through visible leadership, open communication, and consistent role modelling of desired behaviors.
Ensures fair and equitable treatment of colleagues and compliance with employment, wellness, safety, and regulatory standards.
Maintains visibility on the floor, supporting teams during peak periods and reinforcing service excellence.
Serves as a member of the Executive Committee, contributing to and executing the hotel’s long-term strategic plan.
Chairs regular leadership and operational forums to ensure alignment, accountability, and execution.
Ensures robust financial controls, accurate reporting, and compliance with Langham Hospitality Group policies and standards.
Leads with integrity, transparency, and sound judgment in all decision-making.