Onsite GM, Luxury Community Experience

Fitzrovia; Toronto; On-site; CAD 110,000 - 135,000; Full time

Benefits offered by this job

Competitive bonus

Paid vacation

Personal days

Comprehensive benefits

Wellness resources

Professional development allowance

Job summary

Fitzrovia seeks a General Manager to oversee a flagship luxury residential community in Toronto. The role requires visible onsite leadership Monday–Friday, directing property operations, leasing performance, and guest experience at a large-scale, multi-tower development.

With 8–10 years in property management or hospitality leadership, you will manage budgets, capital plans, and tenant relations while driving asset value and customer satisfaction in a luxury brand environment.

Qualifications

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

Responsibilities

• Provide strategic leadership and oversight for residential, 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.

Skills

Team leadership

Tenant relations

Vendor management

Operational excellence

Customer experience

Education

Post-secondary education in Business Administration, Real Estate, Property Management, Hospitality Management, Engineering, or related field

Tools

Yardi

Job description

Fitzrovia seeks a General Manager to oversee a flagship luxury residential community in Toronto. The role requires visible onsite leadership Monday–Friday, directing property operations, leasing performance, and guest experience at a large-scale, multi-tower development.

With 8–10 years in property management or hospitality leadership, you will manage budgets, capital plans, and tenant relations while driving asset value and customer satisfaction in a luxury brand environment.