Team Lead-109010
About The Position
The Team Lead (TL) assists the General Manager in managing day-to-day hotel operations to support optimum performance, continual improvement in key performance indicators, and 100% guest satisfaction. The TL resolves guest and associate issues and performs other duties to support efficiency and profitability in property management. The TL assumes the GM's responsibilities when required and helps ensure safety and security procedures meet company guidelines and standards for associates and guests. The position supports revenue growth, cost control, guest and associate satisfaction, associate training, compliance, financial monitoring, inventory management, and guest service. It may also provide operational coverage in areas such as the front desk and housekeeping, inspect guest rooms, assist with sales activities, and monitor social media responses. The role may require travel to help or cover additional locations within a reasonable geography.
Requirements
- Prior hotel experience is required.
- High school diploma or GED; or one to three months of related experience and/or training; or an equivalent combination of education and experience.
- Ability to comprehend fundamental instructions and write short correspondence and memos.
- Solid English reading, writing, and verbal communication skills to communicate effectively with guests, associates, and outside vendors.
- Ability to operate property management system technology.
- Ability to perform basic arithmetic using whole numbers, common fractions, and decimals.
- Ability to use common-sense understanding to carry out detailed written or oral instructions.
- Ability to organize multiple priorities to keep daily operations running efficiently.
- Ability to travel to help or cover additional locations within a reasonable geography, as requested.
- Ability to meet the physical and environmental demands of the job, including remaining stationary, navigating the hotel and parking lot, handling and reaching for objects, accessing low areas and heights, occasionally lifting or moving up to 25 pounds, and working in varying weather, noise, and other hotel conditions.
Nice To Haves
- Previous supervisory experience is desired.
Responsibilities
- Demonstrate and promote commitment to providing guests with the best possible experience.
- Assist the GM in ensuring associates support company initiatives to increase revenue, lower costs, and improve guest and associate satisfaction.
- Assist the GM in training associates on brand standards and job performance expectations.
- Uphold and enforce company standards and hotel-level policy compliance, including prompt reporting of safety and security issues.
- Assist the GM in monitoring in-house guest balances and issuing refund checks.
- Assist with monthly inventory monitoring for supplies and equipment and ensure day-to-day purchases stay within budget and use approved vendors.
- Assist the GM in maximizing revenue and flow through to GOP to meet or exceed budgeted EBITDA.
- Serve as the first point of contact for guest service issues, resolving them or escalating them to the GM as appropriate.
- Treat guests and associates with professionalism, respect, and kindness, and instill the 100% guest satisfaction objective in hourly associates.
- Assist with sales activities to increase occupancy, enter Quality SOAR leads weekly, seek local business opportunities, and make sales calls and other telemarketing calls.
- Provide relief or backup coverage as needed, including front desk coverage, housekeeping, and other hotel duties.
- Inspect guest rooms.
- Help monitor social media websites and ensure responses are timely and appropriate.
- Assist with database checks, quick hit meetings, and guest-ready or visual inspections as needed.
- Oversee and supervise the daily activities of 8 to 15 hourly associates.
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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
