As regional vice-president and general manager of Fairmont Royal York, Edwin Frizzell knows a thing or two about managing one of Canada’s best hotels.
Recently we spoke to him to learn a little bit more about his role day to day and understand exactly what makes a five-star hotel tick.
What attracted you to a career in hospitality and to your position at the hotel?
From an early age, I was drawn to experiences that brought people together — celebrations, shared meals, and moments that left lasting impressions. Hospitality, to me, has always been about creating those moments — the kind that become cherished memories. It’s an industry built on human connection, where no two days are ever the same and where the impact we make can be both deeply personal and widely felt.
What brought me specifically to Fairmont Royal York was the opportunity to be part of a living legend — a hotel that is not only iconic in Toronto but deeply woven into the fabric of Canada’s history. Fairmont Royal York represents the very best of what hospitality can be: a place where tradition meets transformation, where luxury is rooted in authenticity, and where colleagues work together with a shared purpose of turning moments into memories.
Joining this hotel meant stepping into a role where I could lead through vision and innovation, while honouring the legacy of a place that has welcomed generations of guests. It’s a responsibility I take great pride in — to steward the ongoing evolution of Fairmont Royal York while supporting the incredible talent who bring it to life every day.
What is a typical day like for you? Any routines or rituals that help you stay on top of things?
No two days are ever truly the same — and that’s what I love most about hospitality. But what is consistent is how I choose to start each day: by walking the hotel. I take time to connect with colleagues, check in on the guest experience firsthand, and ensure we’re delivering on the promise of luxury in every detail. There’s something grounding about starting the day not behind a desk, but in the heart of the hotel, where the energy is real and the people are the pulse.
I’m a big believer in staying present and visible as a leader. Whether it’s attending daily briefings, meeting with ownership or regional teams, or engaging with guests, I aim to lead with purpose and clarity. My calendar is often full, but I make time for thoughtful pauses — to reflect, recalibrate, and ensure I’m giving energy to what matters most.
Rituals like early morning walk on Toronto’s harbourfront (I live within walking distance of the hotel thankfully), my incredible Executive Assistant (who has supported the hotel for an incredible 45 years) and ad hoc meetings with teams throughout the hotel also help me stay connected to all sides of the operation. And above all, I surround myself with a strong team who challenge me, support me, and share a passion for excellence. That’s what keeps the days dynamic — and deeply fulfilling.
What defines true luxury in hospitality today, and how does your hotel embody that?
True luxury in hospitality today is no longer just about opulence — it’s about intentionality, personalization, and emotional connection. It’s the feeling a guest gets when they’re known, when their preferences are anticipated, and when they feel a true sense of place from the moment they walk through the doors. In a world that moves faster than ever, luxury is about the gift of time and the quality of experience — where every interaction is meaningful and every detail is deliberate.
At Fairmont Royal York, we’ve redefined what luxury looks like by blending timeless elegance with modern relevance. Our recent transformation wasn’t simply about design — it was about deepening the guest journey. From the curated welcome experience in our Fairmont Gold Lounge to locally inspired culinary moments in our restaurants, we ensure that every touchpoint speaks to a refined, uniquely Canadian sense of luxury.
But above all, it’s our people who bring that luxury to life. Our colleagues don’t just deliver service — they create connection. They celebrate milestones with our guests, recognize returning visitors by name, and go above and beyond to turn everyday moments into lifelong memories. That’s the essence of luxury today — and it’s something we’re proud to embody at every level of the guest experience.
What’s one detail in your hotel that guests might overlook but you’re proud of?
One detail that guests might not immediately notice — but that I’m incredibly proud of — is the way we’ve preserved and reinterpreted our history throughout the hotel. Fairmont Royal York is a place where past and present meet with purpose, and that comes to life in thoughtful ways across the property.
Take, for example, the lobby ceiling. Many guests walk beneath it without realizing that its intricate gold leaf design was painstakingly restored to its original 1929 grandeur during our most recent transformation. Or the original mail chute, still standing proudly in the hallway — a quiet nod to a time when letters and telegrams flowed through the veins of this grand railway hotel.
Even the scent in the air, the curated art, the custom tartan in our uniforms — they’re all part of a sensory experience designed to honour our legacy while embracing what’s next. These may seem like small touches, but they speak volumes about our commitment to craftsmanship, storytelling, and a luxury that’s layered with meaning.
Those are the kinds of details that, while easily overlooked, are deeply intentional — and they remind us that true hospitality is found in the things guests don’t have to notice to feel.
How does your location inspire the guest experience here?
Our location is more than a point on the map — it’s part of the experience. Fairmont Royal York sits at the very heart of Toronto, directly across from Union Station, where millions of Canadians and international visitors begin their journey through this vibrant city. We are not just in the centre of it all — we are the centre, and that creates a unique sense of energy and opportunity for every guest who walks through our doors.
Whether it’s being steps away from the city’s best theatres, sports arenas, and waterfront — or moments from Bay Street and the Financial District — we serve as both a sanctuary from the pace of the city and a gateway to everything it has to offer. And that duality informs how we shape the guest experience: refined yet connected, luxurious yet welcoming, calm yet energizing.
How does the suite’s design reflect the essence of your hotel?
The Crown Suite is a striking expression of what Fairmont Royal York stands for — timeless elegance reimagined for the modern luxury guest. Its design beautifully bridges our iconic heritage with a bold, contemporary point of view, much like the hotel itself. You see it in the refined architectural details that pay homage to our grand history, and you feel it in the curated furnishings, textures, and artworks that speak to a cosmopolitan, forward-thinking Toronto.
Positioned high above the city with sweeping skyline views, the suite reflects the grandeur and significance of the Royal York as a national landmark — yet it’s also deeply personal, thoughtfully designed to provide a sense of sanctuary. From the bespoke Canadian finishes to the carefully layered lighting and textures, the Crown Suite offers a residential feel while delivering on the expectations of high-end global travellers.
It captures the very essence of our hotel: rooted in history, elevated through design, and brought to life by exceptional service. The Crown Suite isn’t just a room — it’s a destination within a destination, a perfect reflection of who we are and where we’re going.
Is there an extravagant feature in the suite that guests rave about?
Without question, the showstopper in the Crown Suite is the panoramic skyline view — it never fails to take guests’ breath away. Perched on one of the highest floors of the hotel, the suite offers an unmatched vantage point of Toronto’s most iconic landmarks, from the CN Tower to the glittering waterfront. It’s a view that transforms throughout the day — energizing in the morning, inspiring at dusk, and utterly mesmerizing at night.
Guests also rave about the suite’s private dining and entertaining space — a rare luxury in downtown Toronto. Whether hosting an intimate dinner, a high-level board meeting, or a celebratory evening with friends, the space is designed for elevated experiences. Add to that a private bar, opulent marble-clad bathrooms, custom Canadian artwork, and tailored service — and it becomes more than just extravagant. It becomes unforgettable.
The Crown Suite isn’t just admired — it’s talked about. It’s where moments are made, and where guests return not just for the luxury, but for how it makes them feel: exceptional, elevated, and entirely at home in the heart of Canada’s most dynamic city.
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