General Manager-203100

Extended Stay America•Braintree, MA

12d

About The Position

The General Manager is responsible for the overall success of the hotel, including guest satisfaction, the customer experience, associate satisfaction, financial goals, property reputation, and company brand standards. The role leads property associates and works to make the hotel an exceptional workplace. The General Manager oversees hotel operations, guest issue resolution, room readiness and cleanliness, brand standards, staffing, training, team performance, purchasing, labor costs, cash management, lead generation, and policy compliance. The role 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 comprehend basic instructions.
Ability to write effective, grammatically correct short correspondence and memos.
Ability to present information in one-on-one and small-group situations.
Ability to 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 multiple projects, prioritize tasks, and meet deadlines.
Ability to manage and direct staff performing daily job tasks.
Conversational or proficient Spanish.

Responsibilities

Demonstrate and promote commitment to providing guests with the best possible experience.
Resolve guest-related issues in accordance with company goals and objectives.
Ensure rooms are Guest Ready, maintain public areas and grounds, complete the Green Shield program on schedule, and meet or exceed brand standards.
Complete daily room and Guest Ready room inspections.
Manage ESA Brand Standards and processes and pursue continuous improvement.
Follow proper recruiting, interviewing, screening, reference-checking, and hiring procedures.
Onboard and train new associates, including compliance with Best Day Ever and Extended Stay University training courses.
Promote a positive work environment through teamwork, leading by example, energy, enthusiasm, and recognition.
Partner with the District Manager to support associate performance through coaching, counseling, and fair, consistent enforcement of company policies.
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 through Daily Visual Management, prepare for ordering cycles, ensure timely receipt of purchase orders, and keep purchases within budget and with approved vendors.
Manage rooms efficiently to keep guest rooms in service.
Control labor expenses by approving Daily Punches on time and using the Productivity report to monitor and adjust staffing in line with company standards.
Manage cash, collect in-house guest balances, and ensure Corporate Lodging procedures support timely payment collection.
Meet quality lead-generation quotas by ensuring GSRs collect company names at check-in, mining in-house leads, maintaining in-house accounts, conducting competitive surveillance, and monitoring market conditions and business opportunities.
Uphold and enforce ESA standards and hotel-level policy compliance.
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 in all aspects of hotel operations as needed.
Directly manage an Assistant General Manager / Team Leader.
Review and monitor guest experience and social media websites, respond to postings promptly and appropriately, and address issues.