General Manager-203100

ESA Management•Westborough, MA

About The Position

The General Manager is responsible for the overall success of the hotel, including guest satisfaction, customer experience, associate satisfaction, financial goals, and the property's reputation. The role leads hotel associates and maintains company brand standards while fostering an exceptional workplace. The General Manager oversees guest service and hotel operations, room readiness and cleanliness, brand standards, staffing, training, associate performance, purchasing, labor, cash management, and lead generation. The position also directly manages an Assistant General Manager / Team Leader and monitors guest feedback and social media to ensure issues are addressed promptly. The role involves working in varied weather and hotel conditions, frequent travel within the local community, and occasional travel between cities. Occasional lifting, pushing, pulling, or moving of items weighing up to 25 pounds may be required.

Requirements

At least three years of related hospitality management or related-field experience.
Customer experience required.
Valid driver's license and successful completion of a motor vehicle check.
Ability to read, write, and speak English and comprehend basic instructions.
Ability to organize projects, prioritize multiple tasks, and meet deadlines.
Ability to manage and direct staff performing daily job tasks.
Ability to communicate professionally and write effective, grammatically correct short correspondence and memos.
Ability to occasionally push, pull, lift, and/or move up to 25 pounds.

Nice To Haves

Two-year degree highly preferred.
Basic computer and software knowledge, including email, word processing, and spreadsheet software.
Conversational or proficient Spanish; conversational Spanish is also identified as beneficial.

Responsibilities

Demonstrate and promote commitment to providing the best possible guest experience and resolve guest issues in line with company goals.
Ensure rooms are Guest Ready, uphold cleanliness standards, maintain public areas and grounds, complete the Green Shield program on schedule, and perform daily room inspections.
Manage ESA brand standards and processes while pursuing continuous improvement.
Follow recruiting, interviewing, screening, reference-checking, and hiring procedures; onboard and train new associates, including required Best Day Ever and Extended Stay University training.
Promote a positive work environment through teamwork, leading by example, and recognizing associates.
Partner with the District Manager to improve associate performance through coaching, counseling, and consistent, fair enforcement of company policies.
Conduct daily team meetings and provide associates with the tools and supplies needed to perform their jobs.
Maintain appropriate inventory PAR levels, prepare for order cycles, ensure timely receipt of purchase orders, and keep purchases within budget and with approved vendors.
Manage room availability to keep guest rooms in service.
Control labor expenses by approving Daily Punches promptly and using the Productivity report to monitor and adjust staffing to company labor standards.
Manage cash, collect in-house guest balances, follow Corporate Lodging payment-collection procedures, and ensure bank deposits comply with company policy.
Meet quality lead-generation quotas by ensuring guest company names are collected at check-in, mining in-house leads, maintaining in-house accounts, conducting competitive surveillance, and monitoring the market for business opportunities.
Uphold and enforce ESA standards and policy compliance at the hotel.
Review in-house rates and complete competitive surveillance, including Sales Drive Bys.
Comply with federal, state, and local employment-related laws and regulations.
Perform duties across hotel operations as needed and directly manage an Assistant General Manager / Team Leader.
Monitor guest experience and social media websites and respond to postings appropriately and promptly.
Communicate professionally with guests, associates, supervisors, and others; prepare effective, grammatically correct correspondence and present information to individuals and small groups.

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, including Short-Term Disability Buy-Up, Long-Term Disability, Supplemental Life Insurance, and Dependent Life Insurance
401(k) Savings Plan
Paid Time Off
Employee Assistance Program (EAP)
Employee Perks Program offering discounts to major companies