Team Lead-109010

Extended Stay America • Gurnee, IL

7d

About The Position

The Team Lead assists the General Manager in managing day-to-day hotel operations to support optimum performance, continual improvement in key performance indicators, and guest satisfaction. The role resolves guest and associate issues, performs duties that promote efficiency and profitability in property management, and assumes the General Manager’s responsibilities when required. The Team Lead also helps ensure that safety and security procedures comply with company guidelines and standards for associates and guests.

The role supports hotel initiatives, associate training, policy compliance, inventory and purchasing oversight, revenue performance, guest service, and sales activities. It may also provide operational coverage in areas such as the front desk and housekeeping. The Team Lead oversees the daily activities of 8 to 15 hourly associates and may travel to help or cover additional locations within a reasonable geographic area.

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 apply common-sense understanding to carry out detailed written or oral instructions.
• Ability to oversee or supervise the daily activities of 8 to 15 hourly associates.
• Ability to organize multiple priorities to keep daily operations running efficiently.
• Ability to meet the stated physical and environmental demands, including occasionally lifting or moving up to 25 pounds and working in varying weather and other hotel conditions.
• May be asked to travel to help or cover additional locations within a reasonable geographic area.

Nice To Haves

• Previous supervisory experience is desired.

Responsibilities

• Demonstrate and promote a commitment to providing guests with the best possible experience.
• Assist the General Manager in ensuring associates support company initiatives to increase revenue, lower costs, and improve guest and associate satisfaction.
• Assist the General Manager in training associates on brand standards and job performance expectations.
• Uphold and enforce company standards and policies, including prompt reporting of safety and security issues.
• Assist the General Manager in monitoring in-house guest balances and issuing refund checks.
• Help monitor monthly inventory of supplies and equipment, and ensure day-to-day purchases stay within budget and use approved vendors.
• Assist the General Manager 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 General Manager as appropriate.
• Treat guests and associates with professionalism, respect, and kindness, and promote the company’s service culture.
• Reinforce the guest satisfaction objective with hourly associates.
• Assist with sales activities to increase occupancy, including entering Quality SOAR leads weekly, identifying potential local business, making sales calls, and conducting telemarketing.
• Provide relief or backup coverage at the hotel, including front desk and housekeeping duties, as needed.
• Inspect guest rooms.
• Help monitor social media websites and ensure timely, appropriate responses.
• Assist with database checks, quick-hit meetings, and guest-ready or visual inspections as needed.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED