General Manager-203100

Extended Stay America•Newark, DE

14d

About The Position

The General Manager is responsible for the overall success of the hotel, including guest satisfaction, customer experience, associate satisfaction, financial goals, property reputation, and compliance with company brand standards. The role leads property associates and works to ensure the hotel is an exceptional workplace. The General Manager also directly manages an Assistant General Manager / Team Leader and performs duties across hotel operations as needed.

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 understand basic instructions.
Ability to write effective, grammatically correct short correspondence and memos.
Ability to present information in one-on-one and small-group settings.
Ability to communicate professionally with guests, associates, supervisors, and others.
Ability to organize multiple projects, prioritize tasks, and meet deadlines.
Ability to manage and direct staff performing daily job tasks.

Nice To Haves

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

Responsibilities

Demonstrate and promote a commitment to providing the best possible guest experience and resolve guest-related issues in line with company goals.
Ensure rooms are Guest Ready by maintaining cleanliness, public areas, grounds, Green Shield program completion, and brand standards; complete daily room and Guest Ready room inspections.
Manage ESA brand standards and processes while pursuing continuous improvement.
Follow proper 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 associate recognition.
Partner with the District Manager to support associate performance through coaching, counseling, and consistent, fair enforcement of company policies.
Conduct daily team meetings to communicate company updates and address hotel needs and performance.
Provide team members with the tools and supplies needed to perform their jobs.
Maintain appropriate PAR levels through Daily Visual Management, prepare for order cycles, ensure timely receipt of purchase orders, and keep purchases within budget and with approved vendors.
Manage room availability so guest rooms remain in service.
Control labor expenses by approving Daily Punches promptly and using the Productivity report to monitor and adjust staffing in line with company labor standards.
Manage cash, collect in-house guest balances, and ensure Corporate Lodging procedures support timely payment collection.
Achieve quality lead-generation quotas through guest company-name collection, in-house lead mining and account maintenance, competitive surveillance, and market awareness.
Uphold and enforce ESA standards and policies at the hotel level.
Ensure bank deposits are completed according to company policy.
Complete competitive surveillance, including Sales Drive Bys.
Review in-house rates and comply with federal, state, and local employment laws and regulations.
Perform duties in all aspects of hotel operations as needed.
Directly manage an Assistant General Manager / Team Leader.
Monitor guest experience and social media websites, respond to postings appropriately and promptly, and address issues.