Team Lead-109010

Extended Stay America • Lake Forest, CA

2d

About The Position

The Team Lead assists the General Manager with day-to-day hotel operations to support optimum performance, continual improvement in key performance indicators, and 100% guest satisfaction. The Team Lead resolves guest and associate issues and performs other duties to promote efficiency and profitability in property management. When required, the Team Lead assumes the General Manager’s responsibilities. The role also helps ensure safety and security procedures are in place in accordance with company guidelines and standards for associates and guests.

The Team Lead supports associate training, company initiatives, policy compliance, revenue and cost goals, inventory and purchasing oversight, and guest service. The position may also provide operational coverage across front desk, housekeeping, and other hotel functions, inspect guest rooms, support sales activities, and monitor online guest feedback.

The role requires prior hotel experience and the ability to oversee daily activities of 8 to 15 hourly associates. Work may involve hotel and parking lot navigation, occasional lifting, outdoor weather conditions, and exposure to various workplace conditions. Travel to nearby locations may be requested to provide coverage.

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.
• 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, common fractions, and decimals.
• Ability to understand and carry out detailed written or oral instructions using common sense.
• Ability to supervise the daily activities of 8 to 15 hourly associates and organize multiple priorities.
• Ability to remain stationary, navigate the hotel and parking lot, handle and reach for objects, tools, and controls, and detect scents and sounds.
• Ability to occasionally access low areas, traverse heights while remaining stable, and lift or move up to 25 pounds.
• Ability to work in outside weather conditions depending on the hotel and, occasionally, in wet or humid conditions, near moving mechanical parts, around fumes or airborne particles and toxic or caustic chemicals, or with risk of electrical shock.
• Ability to work in moderate to loud noise levels.

Nice To Haves

• Previous supervisory experience is desired.

Responsibilities

• Demonstrate and promote a commitment to providing the best possible guest experience.
• Assist the General Manager in ensuring associates support 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 with monitoring in-house guest balances and issuing refund checks.
• Help monitor monthly supplies and equipment inventory, and ensure day-to-day purchases are within budget and made through approved vendors.
• Assist the General Manager in maximizing revenue and GOP flow-through 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 guest satisfaction objective among hourly associates.
• Assist with sales activities to increase occupancy, enter Quality SOAR leads weekly, seek local business opportunities, and make sales calls and telemarketing contacts.
• Provide relief or backup coverage for front desk, housekeeping, and other hotel 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.
• Oversee and supervise the daily activities of 8 to 15 hourly associates.
• Organize multiple priorities to keep daily operations running efficiently.
• Travel to help or cover additional locations within a reasonable geography when requested.

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