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.

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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 company 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 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 Best Day Ever and Extended Stay University training course compliance.
• 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, competitive set surveillance, and overall market awareness, including new supply and potential 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 DriveBYS).
• 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.

Qualifications

Minimum Qualifications

• Associate’s degree, at least 4 years of outside sales experience, with a minimum of 2 years' experience in complex sales; or an equivalent combination of the two.
• Must be proactive and knowledgeable of creative sales activities and client interactions.
• Must be able to work a flexible schedule, including infrequent evening and/or weekend meetings.
• Must possess a valid driver’s license and have reliable transportation.
• Must be proficient with Microsoft Office software including Word, Excel, and PowerPoint.

Preferred Qualifications

• Bachelor’s Degree preferred but not required.
• Hotel sales experience, particularly in the extended stay niche, is preferred but not required.

Skills

Language Skills

• Fluent in English.
• Excellent verbal and written communication skills.
• Excellent interpersonal communication skills, including effective listening.
• Excellent presentation skills in one-on-one and small group situations involving clients and associates.

Selling Skills and Industry Knowledge

• Strong knowledge of business-to-business sales, including prospecting, business development, and account management.
• Demonstrated ability to sell using a variety of approaches and delivery platforms.
• Thorough knowledge of the hotel and travel industry.

Leadership Abilities

• Self-motivated with strong time management skills and demonstrated ability to set goals and achieve priorities.
• Ability to manage multiple tasks simultaneously; must function well under pressure, delegate effectively, and remain positive and constructive under stress.

Analytical Skills

• Strong problem-solving skills.
• Demonstrated skills in data and performance metrics.
• Ability to gather market information and analyze industry data to create market and hotel action plans and communications.

Environmental Job Requirements

• Located in a comfortable indoor area; any unpleasant conditions would be infrequent and not objectionable.
• Some travel is required depending on the assigned hotel portfolio—typically 25-50%.

Benefits

• Weekly Pay
• Competitive Wages
• Great working environment
• Employee Recognition Programs
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Care and Dependent Care Flexible Spending Accounts
• Employer Paid Basic Life and AD&D Insurance
• Employer Paid Long Term Disability
• Optional Employee Paid Voluntary Benefits:
  • Short-Term Disability Buy-Up
  • Long-Term Disability
  • Supplemental Life Insurance
  • Dependent Life Insurance
• 401(k) Savings Plan
• Paid Time Off
• Employee Assistance Program (EAP)
• Employee Perks Program offering discounts to major companies

Pay

Pay range information for the position varies by location. Candidates are not guaranteed to be at the high or low end of the compensation ranges presented. The Company complies with applicable federal, state, and local minimum wage requirements.

• California: $68,640 - $75,000
• Colorado: $60,000 - $70,000
• Illinois: $60,000 - $70,000
• Minnesota: $60,000 - $70,000
• New Jersey: $60,000 - $70,000
• Washington: $77,969 - $80,000
• Whitestone, NY: $80,000 - $90,000