Canada’s First JW Marriott comes to Muskoka

MINETT, ON—It’s as though a brand new Chateau Lake Louise were transplanted into the Ontario playground of Muskoka. The Rosseau, Canada’s first JW Marriott hotel, has been built on the grand scale of the old CP, now Fairmont,  hotels. But don’t be fooled by the classic exterior – the 221-suite property is also equipped with the latest in electronic equipment required by conference goers, even if they are on a retreat.

Even though the resort was not completely open at press time, general manager Tony Tamburro has had significant feedback regarding the amenities, service and staff. “The common denominator on the product side are the words, ‘Wow.  I’ve never seen anything like this in Ontario.’”

The goal is to get guests to relax.  “It’s not uncommon to see guests in their bathrobes having a cocktail,” Tamburro says.

Cost of a relaxing getaway? Studio suites go for $200 a night, while two-bedroom suites cost about $600, but prices will double in the summer.  The smallest suites are 464 square feet, while two-bedrooms are 900 to 1,000.

A sense of place

The Rosseau makes the most of its Muskoka location.  Many of the lighting fixtures sport wrought iron leaves.  Some are fashioned to look like old-style wicker fishing tackle boxes.  Large colour-enhanced photos show off the Muskoka theme.  And throughout the hotel, especially in the corridor leading to the conference area are works by local artists and artisans.

“We strive for cultural authenticity,” says Leah Leslie, director of sales and marketing. “All our art is by Muskoka artisans.  The Canadian art is selected by a gallery in Port Carling.”
There’s a health/wellness/environmental theme at The Rosseau.  “We have leading edge fitness and wellness, and we are environmentally responsible,” Leslie adds.

“We are facilitating active wellness,” she says. The 13,000-square-foot spa has 11 treatment rooms, plus a women’s relaxation lounge, and separate ones for men and for couples.  They offer foot massages with a very Canadian maple sugar scrub.

Symbolically, in the spa reception area, guests are given a stone in the palm of their hand, and asked to think about what they would like to get from their spa visit.  This is an extension of the idea of travellers placing a stone at the base of an Inukshuk for safekeeping.

On an environmental note—The Rock golf course is Audubon-certified.

Activities reflect the region as well. There are outdoor activities such as golf, geocaching (orienteering with a GPS), snowshoeing, ice fishing and snowmobiling.  (In fact, The Rosseau even has a snowmobile valet parking service!)  And there are indoor art programs teaching northern crafts—woven art with reindeers and miniature paddle painting, for example.

“We are driven toward an art culture,” says event manager Michelle Petterson. “Every weekend we have an art workshop or program.”

Many staff from Jamaica

“The training here is fairly intense,” says Tamburro.  “There are four interviews in the interview process, and I’m involved in the final interview.  We’re looking for people with a phenomenal passion for service, who are able to anticipate guests’ needs.  Part of the training deals with nature on your terms, and creating memorable experiences.”

Last year, 30 associates were immersed in local culture by travelling by bus to learn about local attractions over a six-week period.  That’s so they can speak knowledgeably to guests about local attractions. “This year, we’ve gone back out and updated our records to see if attractions are open or not. The associates are involved – it gives them a tremendous sense of pride,” says Tamburro.  Most telling is the fact that all of those associates are still on board.

One question Tamburro is often asked is, “Where did you get your staff?”  Some of the staff are local—meaning they commute from Bracebridge, Orillia, Barrie or even Aurora, which is closer to Toronto than it is to The Rosseau.

But many of The Rosseau’s employees are temporary foreign workers who hail from Jamaica.

“They have a commitment to serve,” says Tamburro.  They take it to another level.

“Many have never seen winter before because they always worked here during the high season,” says Leslie. “This winter we had people from bellmen to valets to culinary staff doing snow removal.  It was a real adventure for them—they got immersed in Canadian culture.”

A choir with a beat for Bala

Columnist Jack Hutton from Muskoka Today told a wonderful story about the Jamaicans working at The Rosseau.  Local residents haven’t always been thrilled with the construction of the hotel and the condo development at nearby Red Leaves.  And residents of nearby Bala were even less thrilled to hear that a large residence would be built on one of their quiet residential streets to house employees from the resort.

“We had visions of police being called at all hours of the night and day to deal with spoiled brats from Toronto partying non-stop with sound systems turned up full blast, free from parental guidance for the first time in their lives.”

But Hutton was later ashamed of his misgivings, saying in his column, “the arrival of the Jamaican newcomers has been one of the best things to happen in Muskoka in many years.”

Invited by Hutton’s wife Linda, the Jamaicans started attending The First Muskoka Congregational Church. It turned out that one of the women, Karlene, had directed three choirs back in Jamaica.  One day, some of the Jamaicans gave an impromptu, unrehearsed concert.

“Edna Gostick our year-round choir director, was in seventh heaven as she heard the voices and the Jamaican rhythms,” Hutton wrote.  “The rest of us felt exactly the same way.  It was a day of hugs.

“So thank you, Red Leaves, for bringing such a wonderful group to Muskoka,” Hutton said.

Canadian and Children’s Lit

One interesting feataure of The Rosseau is its library of Canadian literature chosen by Ben McNally of Ben McNally Books in Toronto, and children’s literature chosen by Ken Setterington, children and youth advocate for library services,  Toronto Public Library.  Books are available for guests to borrow during their stay at The Rosseau.

Gearing up for summer

At press time, the resort was gearing up for summer, looking to expand its staff to 350 people.

“We’re getting known for our training,” says Mark Marchment, food and beverage director and executive chef. “We’re committed to having the best staff and giving them the tools to do the job.  We’re looking for personalities—people with service in their blood.

Tamburro is looking forward to summer.  “It has been extremely busy—there’s a buzz here about the property and staff. There’s excitement among the meeting planners and the local cottagers.  In the summer, more people will be after the typical Muskoka experience, with Robin Tapley, our naturalist.  We will add the golf, and continue to build a world class destination.”

For more on The Rosseau see Teca: the pizza is Italian government approved.