Hotel General Manager: Guest Experience Leader

ESA Management, LLC; Burbank (CA); Hybrid; USD 66,000 - 90,000; Full time

Benefits offered by this job

Weekly Pay

Competitive Wages

Great working environment

Employee Recognition Programs

Medical Insurance

Vision Insurance

Health Care and Dependent Care FSA

Employer Paid Basic Life and AD&D

Employer Paid Long Term Disability

401(k) Savings Plan

Paid Time Off

Employee Assistance Program (EAP)

Employee Perks Program

Job summary

ESA Management, LLC is seeking a hospitality leader to drive guest satisfaction and staff excellence at our hotel property. You will lead associates, ensure guest readiness, and uphold brand standards while collaborating with district leadership to optimize performance.

The role emphasizes recruiting, onboarding, and ongoing training to maintain service quality, with a focus on teamwork, energy, and recognition. A strong customer service mindset and Spanish language capability are valued.

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
• Ability to manage and direct a staff to perform daily job tasks
• Conversational or proficient in Spanish

Responsibilities

• 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 ESA Brand Standards and processes while pursuing continuous improvement.
• Ensures the proper recruiting, interviewing, screening, reference checking, and hiring procedures are following.
• 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

Skills

Customer service

Staff management

Multitasking

Spanish language

English proficiency

Education

Two-year degree

Tools

Email

Word processing

Spreadsheets

Job description

ESA Management, LLC is seeking a hospitality leader to drive guest satisfaction and staff excellence at our hotel property. You will lead associates, ensure guest readiness, and uphold brand standards while collaborating with district leadership to optimize performance.

The role emphasizes recruiting, onboarding, and ongoing training to maintain service quality, with a focus on teamwork, energy, and recognition. A strong customer service mindset and Spanish language capability are valued.