POSITION PURPOSE AND SUMMARY
Directs the General Managers of multiple properties to achieve
optimum financial performance and continual improvement in the Key
Performance Indicators including, but not limited to profitability,
reputation management and guest/employee satisfaction while
ensuring compliance to company policies and procedures. Responsible
for the overall application of company standards within their
assign districts and ensuring the consistent application of company
MAJOR / KEY JOB DUTIES
Demonstrates and promotes 100% commitment to providing the best
possible experience for our guests and associates through key
metrics; NPS, FRESH, GREAT and Making it Right.
Maximizes revenues and controls expenses to meet or exceed
budgeted EBITDA. Provides oversight of other revenue areas
including; in-house rate reviews, rate compliance, labor standard
management, room management, cash management, collections, timely
receiving of purchase orders for good and service and energy
management policy compliance.
Oversees execution of corporate initiatives and drives Extended
Stay University training course compliance.
Takes the lead in monitoring Guest Service results and coaching
as needed to improve NPS and action planning in under-performing
areas. Resolves escalated guest service issues while actively
addressing underlying root cause(s).
Ongoing management of people resources to include recruiting,
mentoring, training, coaching/counseling, development, performance
improvement plans, annual reviews/merit, performance evaluations,
disciplinary documentation and conducts terminations with guidance
from HR department.
Assists each General Manager to promote retention programs,
turnover reduction strategies while working to maintain high morale
and a professional work environment. Leads by example and
Conduct site visits to properties and inspect for compliance in
the following areas: safety, health, security, risk prevention,
loss prevention, room inspections, curb appeal and overall brand
standards. Works closely with the regional leadership, training and
standards, and corporate in order to determine the areas of
opportunity within their assigned territory that require additional
coaching and mentoring to achieve goal targets
Demonstrates and promotes a 100% commitment to providing the
best possible experience for our guests and employees.
Coach and support property management and associates on the
customer centric service culture of ESA.
Provide direction and leadership to maximize revenues and flow
through to EBITDA.
Partner with local Triangle Team (Sales, Revenue Management, and
Operations) to coordinate and implement sales and marketing
activities of the property.
Motivate, recruit and trains employees in accordance with
Manages employee personnel forms, including hiring, performance
evaluations, coaching/counseling, terminations and
Performs duties in all aspects of hotel operations whenever
Resolves guest related issues in a manner consistent with the
company's goals and objectives.
Participates and monitors monthly inventory of supplies and
equipment. Ensures purchases made are within budget and by approved
Communicates all policies and procedures to entire staff. This
position is the first contact for guest and personnel issues.
Assists with all aspects of management turnover to ensure a
smooth & seamless transition.
Conducts Internal QA Assessments Property Reviews whenever
Explores specific areas of concern as directed by regional
leadership or other hotel support center departments.
Be responsible for timely completion of all property's
assignments and projects.
Up to 75% travel required.
Ensure that the properties are in compliance with company
polices and applicable laws
Spend 70% of the time at hotels conducting site visits, property
audits and providing coaching.
Actively reviews and monitors the Social Media websites to
ensure timely and appropriate responses to postings.
Ensure the Customer Care database is properly maintained for
each hotel and that all complaints are addressed in an effective
Provides management support for each hotel management team
including interviewing, hiring, and training employees, planning,
assigning, and directing work, appraising performance, rewarding
and disciplining employees as needed, addressing complaints and
Requirements KNOWLEDGE/SKILLS/ABILITIES AND COMPENTENTCIES
Maintains a thorough knowledge of the market, competition,
demand generators and new supply for each property within the
Ability to read and speak English. Comprehends basic
instructions, skilled with regard to short correspondence, and
memos. Ability to write as the job requires.
Ability to organize multiple projects; manage and prioritize
multiple tasks and meet deadlines.
Well-developed planning and organizational skills.
Strong leadership skills to oversee multiple properties.
Basic knowledge of computers and software including ability to
use e-mail, word processing, and spreadsheet software .
Must possess analytical ability or skills
ENVIROMENTAL JOB REQUIREIMENTS
While performing the duties of this job, the employee is
regularly required to stand; walk; use hands to finger, handle, or
feel objects, tools, or controls; talk or hear; and taste or smell.
The employee frequently is required to reach with hands and arms.
The employee is occasionally required to sit; climb or balance; and
stoop, kneel, crouch, or crawl.
The employee must occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close
vision, distance vision, color vision, peripheral vision, depth
perception, and the ability to adjust focus.
The employee is frequently required to travel within the local
community. Travel from one city to another is required which may
necessitate air travel and overnight stays.
While performing the duties of this job, the employee frequently
works in outside weather conditions and is exposed to wet and/or
humid conditions. The employee occasionally works near moving
mechanical parts and is occasionally exposed to fumes or airborne
particles and toxic or caustic
Requires a minimum four years hospitality management experience.
Two years of multi-property level hotel experience required. Four
year degree strongly preferred.