What are the responsibilities and job description for the General Manager position at Extended Stay America?
POSITION PURPOSE AND SUMMARY
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.
MAJOR / KEY JOB DUTIES
- Demonstrates and promotes 100% commitment to providing the best possible experience for our guests
- Ensures that 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 and 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 the proper recruiting, interviewing, screening, reference checking, and hiring procedures are followed.
- Onboards and trains new associates to include Best Day Ever and Extended Stay University training course compliance.
- Drives 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/discuss company updates and areas of particular 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 prep for weekly or monthly order cycle, including timely receipt of purchase orders. Ensures purchases made are within budget and 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 utilizes the Productivity report to monitor and adjust accordingly to align with company labor standards.
- Responsible for cash management including collection of in-house guest balances. Responsible for ensuring all Corporate Lodging procedures are in place to collect payment timely.
- Ensures quality lead generation quotas are achieved through making sure GSR’s collect company names from guests at check-in, mining in-house leads and in-house account maintenance, competitive set surveillance and overall market awareness including new supply and new 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 Drive Bys)
OTHER DUTIES
- 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.
KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES
- Read, write and speak English and comprehends basic instructions.
- Write in an effective and grammatically correct manner to generate effective short correspondence and memos.
- Present information in one-on-one and small group situations to customers, clients, and associate
- Communicate professionally with guests, associates, supervisors, and others as required for optimum operation of the property
- Conversational Spanish would be beneficial
ENVIRONMENTAL JOB REQUIREMENTS
The work environment characteristics described here are representative of the associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Frequently works in outside weather conditions and may be frequently exposed to wet and/or humid conditions. associate
- Occasionally works near moving mechanical parts and may be occasionally exposed to fumes or airborne particles and toxic or caustic chemicals.
- Typically, moderate noise level in the work environment.
- Associate Frequently required to travel within the local community. Infrequent travel from one city to another is required, which may necessitate air travel.
- Occasionally push, pull, lift and/or move up to 25 pounds.
MINIMUM QUALIFICATIONS
Minimum three years 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 ability to use e-mail, word processing, and spreadsheet software
- Ability to organize multiple projects; manage and prioritize multiple tasks and meet deadlines
- Ability to manage and direct staff to perform daily job tasks
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