General Manager-203100

Extended Stay America•Madison, WI

13d

About The Position

The General Manager is responsible for the hotel’s overall success, including guest satisfaction, customer experience, associate satisfaction, financial goals, and the property’s reputation. The role upholds company brand standards and leads associates to ensure the hotel is an exceptional workplace. The General Manager oversees guest service and hotel readiness, recruiting and training, team performance, purchasing and inventory, room availability, labor, cash management, lead generation, policy compliance, and competitive surveillance. The role also manages an Assistant General Manager or Team Leader, reviews rates, supports hotel operations as needed, ensures compliance with employment laws, and monitors guest feedback and social media to address issues appropriately.

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 to customers, clients, and associates.
Ability to communicate professionally with guests, associates, supervisors, and others to support effective property operations.

Nice To Haves

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

Responsibilities

Demonstrate and promote commitment to providing guests with the best possible experience.
Ensure guest-related issues are resolved consistently with company goals and objectives.
Keep rooms Guest Ready, maintain cleanliness and 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 while pursuing continuous improvement.
Ensure proper recruiting, interviewing, screening, reference checking, and hiring procedures are followed.
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, and recognition.
Partner with the District Manager to support associate performance through coaching, counseling, and consistent and fair 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 order cycles, ensure timely receipt of purchase orders, and keep purchases within budget and with approved vendors.
Manage rooms efficiently to keep all guest rooms in service.
Control labor expenses by timely approval of Daily Punches and using the Productivity report to monitor and adjust staffing to 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, conducting competitive surveillance, and monitoring the market for new supply and business opportunities.
Uphold and enforce ESA standards and policies at the hotel.
Ensure bank deposits are completed in accordance with company policy.
Complete competitive surveillance, including Sales Drive Bys.
Review in-house rates.
Adhere to 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 to postings in a timely and appropriate manner, and address issues.

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