General Manager

About the Role

Responsible for the overall success of the hotel, ensuring guest satisfaction targets and managing the overall customer experience. This role includes achieving positive associate satisfaction, meeting financial goals, and upholding the property's reputation while maintaining company brand standards. Additionally, this role provides leadership to the property associates, ensuring that the hotel is viewed as an exceptional workplace.

Responsibilities

• Demonstrates and promotes 100% commitment to providing the best possible experience for guests.
• Ensures all guest-related issues are resolved in a manner consistent with the company’s goals and objectives.
• Ensures rooms are Guest Ready, including adhering to the highest cleanliness standards; maintaining public areas and grounds in excellent condition; and completing the Green Shield program on schedule while meeting or exceeding brand standards.
• Completes daily room and Guest Ready room inspections.
• Manages to ESA Brand Standards and processes while pursuing continuous improvement.
• Ensures proper recruiting, interviewing, screening, reference checking, and hiring procedures are followed.
• Onboards and trains new associates, including compliance with Best Day Ever and Extended Stay University training courses.
• Drives a positive work environment through teamwork, leading by example with energy, enthusiasm, and recognition.
• Partners with District Manager to generate optimal associate performance, including coaching, counseling, and enforcement of company policies in a consistent and fair manner.
• Conducts daily team meetings to communicate company updates and address hotel needs to improve performance on daily deliverables.
• Provides team members with the necessary tools and supplies to perform their jobs.
• Maintains appropriate PAR levels through Daily Visual Management to prepare for weekly or monthly order cycles, including timely receipt of purchase orders. Ensures purchases are within budget and made by approved vendors.
• Efficiently manages rooms to keep all guest rooms in service.
• Effectively manages and controls labor expenses by approving Daily Punches timely and utilizing the Productivity report to monitor and adjust labor in alignment with company standards.
• Responsible for cash management, including collection of in-house guest balances and ensuring Corporate Lodging procedures are in place for timely payment collection.
• Ensures quality lead generation quotas are achieved by making sure Guest Service Representatives collect company names from guests at check-in, mining in-house leads, maintaining in-house accounts, conducting competitive set surveillance, and identifying new business opportunities.
• Upholds and enforces ESA standards and policy compliance at the hotel level.
• Ensures bank deposits are completed in accordance with company policy.
• Completes competitive surveillance (Sales Drive Bys).
• Reviews in-house rates.
• Adheres to federal, state, and local employment-related laws and regulations.
• Performs duties in all aspects of hotel operations as needed.
• Directly manages an Assistant General Manager / Team Leader.
• Actively reviews and monitors guest experience and social media websites to ensure timely and appropriate responses to postings and address issues.

Requirements

• Minimum three years of related hospitality management (or related field) experience required.
• Customer experience required.
• Must have a valid driver’s license and successfully pass a motor vehicle check.

Preferred Qualifications

• 2-year degree highly preferred.
• Basic knowledge of computers and software, including email, word processing, and spreadsheet software.
• Ability to organize multiple projects, manage and prioritize tasks, and meet deadlines.
• Ability to manage and direct staff to perform daily job tasks.
• Conversational or proficient in Spanish.

Skills

• Read, write, and speak English and comprehend basic instructions.
• Write effectively and grammatically correct to generate short correspondence and memos.
• Present information in one-on-one and small group situations to customers, clients, and associates.
• Communicate professionally with guests, associates, supervisors, and others as required for optimum operation of the property.
• Conversational Spanish would be beneficial.

Work Environment

• Frequently works in outside weather conditions and may be exposed to wet and/or humid conditions.
• Occasionally works near moving mechanical parts and may be exposed to fumes or airborne particles and toxic or caustic chemicals.
• Typically, moderate noise level in the work environment.
• Frequently required to travel within the local community; infrequent travel from one city to another may be required, including air travel.
• Occasionally push, pull, lift, and/or move up to 25 pounds.