Responsible for the overall success of the hotel, ensuring guest satisfaction targets and managing the overall customer experience. This role includes achieving positive associate satisfaction, meeting financial goals, and upholding the property's reputation while maintaining company brand standards. Additionally, this role provides leadership to the property associates, ensuring that the hotel is viewed as an exceptional workplace.
Duties:
Demonstrates and promotes 100% commitment to providing the best possible experience for our guests
Ensures that all guest related issues are resolved in a manner consistent with the company’s goals and objectives
Ensures rooms are Guest Ready, including adhering to the highest cleanliness standards; maintaining public areas and grounds in excellent condition; and completing the Green Shield program on schedule and meeting or exceeding brand standards.
Completes daily room and Guest Ready room inspections.
Manages to ESA Brand Standards and processes while pursuing continuous improvement.
Ensures the proper recruiting, interviewing, screening, reference checking, and hiring procedures are followed.
Onboards and trains new associates to include Best Day Ever and Extended Stay University training course compliance.
Drives positive work environment through teamwork, leading by example with energy, enthusiasm and recognition.
Partners with District Manager to generate optimal associate performance including coaching, counseling and enforcement of company policies in a consistent and fair manner.
Conducts daily team meetings to communicate/discuss company updates and areas of particular hotel needs to improve performance on daily deliverables.
Provides team members with the necessary tools and supplies to perform their jobs.
Maintains appropriate PAR levels through Daily Visual Management to prep for weekly or monthly order cycle, including timely receipt of purchase orders. Ensures purchases made are within budget and by approved vendors
Efficiently manages rooms to keep all guest rooms in service.
Effectively manages and controls labor expenses by approving Daily Punches timely and utilizes the Productivity report to monitor and adjust accordingly to align with company labor standards.
Responsible for cash management including collection of in-house guest balances. Responsible for ensuring all Corporate Lodging procedures are in place to collect payment timely.
Ensures quality lead generation quotas are achieved through making sure GSR’s collect company names from guests at check-in, mining in-house leads and in-house account maintenance, competitive set surveillance and overall market awareness including new supply and new potential business opportunities.
Upholds and enforces ESA standards and policy compliance at the hotel level.
Ensures bank deposits are completed in accordance with company policy
Qualifications:
Minimum three years related hospitality management (or related field) experience required;
Customer experience required.
Must have a valid driver’s license and successfully pass a motor vehicle check.
2-year degree highly preferred
Basic knowledge of computers and software including ability to use e-mail, word processing, and spreadsheet software
Ability to organize multiple projects; manage and prioritize multiple tasks and meet deadlines
