Team Lead-109010

Extended Stay America•Mount Pleasant, SC

About The Position

The Team Lead assists the General Manager with day-to-day hotel operations to support strong performance, continual improvement in key performance indicators, and guest satisfaction. The role resolves guest and associate issues, contributes to efficient and profitable property management, and assumes the General Manager’s responsibilities when required. The Team Lead also helps ensure safety and security procedures meet company guidelines and standards. The Team Lead supports associates through training, performance guidance, and enforcement of company standards and policies. The role helps monitor guest balances, refunds, inventory, purchasing, revenues, and budgets; serves as an initial point of contact for guest-service issues; and reinforces the company’s service culture. Additional support may include sales activities, front desk and housekeeping coverage, guest-room inspections, monitoring social media responses, and other tasks needed for hotel operations.

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 basic 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 with whole numbers, fractions, and decimals.
Ability to use common-sense understanding to carry out detailed written or oral instructions.
Ability to organize multiple priorities and support efficient daily operations.

Nice To Haves

Previous supervisory experience is desired.

Responsibilities

Promote a strong commitment to providing the best possible guest experience.
Assist the General Manager in driving company initiatives to increase revenue, control costs, and improve guest and associate satisfaction.
Assist in training associates on brand standards and job performance expectations.
Uphold company standards and policies, including prompt reporting of safety and security issues.
Help monitor in-house guest balances and the issuance of refund checks.
Help monitor monthly supplies and equipment inventory and ensure daily purchases stay within budget and use approved vendors.
Assist with revenue and profit management 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 reinforce guest satisfaction expectations among hourly associates.
Support sales activities to increase occupancy, enter weekly Quality SOAR leads, seek local business opportunities, and make sales or telemarketing calls.
Provide hotel coverage and backup as needed, including front desk and housekeeping 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.
Organize multiple priorities to support efficient daily operations.

Benefits

Weekly pay
Competitive wages
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
Employee discounts through the Employee Perks Program