General Manager-203100

Extended Stay America•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, property reputation, and company brand standards. The role provides leadership to property associates and helps ensure the hotel is an exceptional workplace. The General Manager oversees daily hotel operations, guest issue resolution, room readiness and cleanliness, brand standards, recruitment and training, team performance, supplies and purchasing, room availability, labor and cash management, lead generation, policy compliance, and competitive surveillance. The position also manages an Assistant General Manager or Team Leader, monitors guest feedback and social media, 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.
Read, write, and speak English and understand basic instructions.
Write effective, grammatically correct short correspondence and memos.
Present information in one-on-one and small-group settings.
Communicate professionally with guests, associates, supervisors, and others.

Nice To Haves

A two-year degree is highly preferred.
Basic computer and software knowledge, including email, word processing, and spreadsheet software.
Ability to organize projects, prioritize multiple tasks, and meet deadlines.
Ability to manage and direct staff in daily job tasks.
Conversational or proficient Spanish.

Responsibilities

Demonstrate and promote commitment to providing the best possible guest experience.
Resolve guest-related issues in a manner consistent with company goals and objectives.
Ensure rooms are guest-ready, cleanliness standards are met, public areas and grounds are maintained, and the Green Shield program is completed on schedule.
Complete daily room and Guest Ready room inspections.
Manage ESA Brand Standards and processes and pursue continuous improvement.
Follow appropriate recruiting, interviewing, screening, reference-checking, and hiring procedures.
Onboard and train new associates, ensuring compliance with Best Day Ever and Extended Stay University training courses.
Promote a positive work environment through teamwork, leading by example, enthusiasm, and recognition.
Partner with the District Manager to support associate performance through coaching, counseling, and consistent, fair policy enforcement.
Conduct daily team meetings to communicate company updates and hotel needs.
Provide team members with the tools and supplies needed to perform their jobs.
Maintain appropriate PAR levels using 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 to keep all guest rooms in service.
Control labor expenses by approving Daily Punches on time and using productivity reports 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 by ensuring guest company names are collected at check-in, mining in-house leads, maintaining in-house accounts, monitoring competitors, and identifying market and business opportunities.
Uphold and enforce ESA standards and policies at the hotel.
Ensure bank deposits are completed according to company policy.
Complete competitive surveillance, including sales drive-bys.
Review in-house rates.
Comply with federal, state, and local employment-related laws and regulations.
Perform duties across hotel operations as needed.
Directly manage an Assistant General Manager or Team Leader.
Review and monitor guest experience and social media websites, respond appropriately and promptly, and address issues.