General Manager

Fitzrovia•Toronto, ON

9h•CA$120,000 - CA$135,000•Onsite

About The Position

The General Manager is the senior onsite leader responsible for the overall performance, operations, and resident, tenant, and customer experience of a large-scale mixed-use community comprised of residential, retail, office, and amenity spaces across multiple towers. This role serves as the face of the community and is accountable for delivering a best-in-class experience while maximizing operational excellence, financial performance, asset value, and customer satisfaction. The General Manager will oversee all aspects of property operations, leasing performance, customer experience, facilities management, capital projects, commercial tenant relations, community engagement, and team development. At Fitzrovia, we pride ourselves on being an entrepreneurial and innovative organization, which makes this role well suited for a candidate looking to roll up their sleeves, wear multiple hats and contribute to all aspects of real estate investment and development. As a highly collaborative organization, this role is onsite full-time and requires a visible leadership presence within the community Monday through Friday, with flexibility to support key events, operational priorities, and emergency situations as required. The salary range for this position is $120,000 - $135,000, based on skills and experience. Our total rewards program recognizes performance, supports well-being, and encourages growth by offering paid vacation and personal days, comprehensive benefits, wellness and mental health resources, and a generous professional development allowance. Fitzrovia uses AI-enabled tools to assist in screening and assessing applications. Final hiring decisions are made by Fitzrovia’s hiring team.

Requirements

Post-secondary education in Business Administration, Real Estate, Property Management, Hospitality Management, Engineering, or a related field preferred.
Minimum 8–10 years of progressive experience in property management, hospitality, facilities management, or mixed-use operations, including leadership of large multidisciplinary teams.
Proven experience managing and leading large-scale mixed-use communities, including residential, retail, office, and amenity spaces.
Strong financial acumen with experience overseeing operating budgets, forecasting, capital planning, and asset performance.
Demonstrated success in customer experience, team leadership, tenant relations, vendor management, and operational excellence.
Working knowledge of building operations, facilities management, life safety systems, and capital project execution.
Exceptional leadership, communication, problem-solving, and stakeholder management skills.
Self-motivated, results-driven, and capable of managing multiple priorities in a fast-paced environment.
Proficient in Microsoft Office Suite and property management software platforms such as Yardi.

Nice To Haves

Professional designations such as CPM, RPA, FMA, or similar industry certifications are considered an asset.

Responsibilities

Provide strategic leadership and oversight for all aspects of a large-scale mixed-use community including residential, retail, office, parking, amenities, public realm, and common area operations.
Act as the senior onsite representative for Fitzrovia, ensuring operational excellence, exceptional customer experiences, and alignment with company objectives and brand standards.
Lead the overall performance of the community, including budgeting, forecasting, financial reporting, revenue optimization, expense control, leasing performance, occupancy targets, resident retention, and commercial tenant satisfaction.
Deliver a best-in-class living, working, and customer experience through exceptional service standards, hospitality-driven operations, and continuous improvement initiatives.
Develop and execute annual business plans, operating budgets, capital plans, and strategic initiatives designed to maximize asset value and operational efficiency.
Oversee all residential, retail, and office tenant relationships, ensuring timely issue resolution, lease compliance, tenant satisfaction, and long-term retention.
Partner closely with Asset Management, Capital Projects, Development, Marketing, Leasing, Finance, and Resident Experience teams to ensure seamless execution of community objectives.
Lead all onsite operational functions including property management, facilities management, engineering, maintenance, concierge, security, housekeeping, leasing, and customer service teams.
Drive revenue growth through leasing strategies, resident retention programs, ancillary revenue opportunities, commercial activation, and community engagement initiatives.
Monitor market conditions, competitor activity, and customer trends to identify opportunities to enhance performance and maintain competitive positioning.
Oversee service contracts, vendor management, procurement activities, and contractor performance to ensure quality service delivery and value optimization.
Ensure compliance with all applicable legislation, life safety requirements, building codes, environmental regulations, corporate policies, and operational standards.
Champion community programming, placemaking initiatives, events, and activations that strengthen resident engagement, tenant satisfaction, and brand awareness.
Lead operational readiness and transition planning for new phases, amenities, retail openings, and community expansions.
Provide leadership and oversight of capital improvement projects, major repairs, lifecycle replacement programs, and building enhancement initiatives.
Maintain strong relationships with residents, commercial tenants, vendors, municipal representatives, and community stakeholders.
Foster a culture of accountability, collaboration, hospitality, innovation, and continuous improvement throughout the onsite team.
Lead a hospitality-first operational culture focused on anticipatory service, personalized resident experiences, elevated service recovery, and luxury brand standards across all touchpoints.
Ensure all onsite teams deliver a five-star hospitality experience consistent with Fitzrovia’s luxury positioning and customer experience standards.
Establish and monitor operational KPIs related to resident satisfaction, response times, leasing conversion, retention, service delivery, amenity utilization, and commercial performance.
Lead emergency response, incident management, business continuity planning, and high-profile resident escalations with professionalism, urgency, and discretion.
Partner with internal and external stakeholders to drive retail activation strategies, experiential programming, foot traffic, and synergy between commercial and residential components of the community.
Perform any other related duties as required or assigned.
Provide direct leadership and oversight of all onsite management, operations, facilities, engineering, maintenance, concierge, security, housekeeping, leasing, resident experience, and administrative personnel.
Build, mentor, coach, and develop a high-performing multidisciplinary team while promoting employee engagement, retention, and succession planning.
Establish clear performance expectations, objectives, and accountability measures across all departments.
Conduct regular performance reviews, career development discussions, and coaching sessions.
Lead workforce planning, recruitment, onboarding, training, and development initiatives.
Ensure all Fitzrovia policies, procedures, service standards, and operational expectations are consistently followed.
Collaborate with department leaders to establish annual goals, operating plans, staffing models, and performance metrics.
Promote cross-functional collaboration among residential, commercial, facilities, and customer experience teams.