Team Lead-109010

Extended Stay America•Torrance, CA

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 as needed to improve efficiency and profitability across property management. The role assumes the General Manager’s responsibilities when required and helps ensure that safety and security procedures meet company guidelines and standards for associates and guests. The Team Lead supports associate training, company initiatives, policy compliance, inventory and purchasing oversight, revenue and expense performance, and guest-service resolution. The role also provides operational coverage as needed, including front desk and housekeeping duties, and may travel to 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 understand 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 organize multiple priorities and support efficient daily operations.
Ability to remain stationary; navigate the hotel and parking lot; handle, reach, and detect objects, tools, and controls; and detect scents and sounds.
Occasionally able to access low areas, traverse heights while remaining stable, and lift or move up to 25 pounds.
Ability to work in outside weather conditions and, occasionally, wet or humid conditions, near moving mechanical parts, around fumes or airborne particles and toxic or caustic chemicals, and with risk of electrical shock.
Ability to work in moderate to loud noise levels.
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

Promote a 100% 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.
Help train 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 remain within budget and use approved vendors.
Help maximize 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 professionally, respectfully, and kindly, consistent with the company’s service culture.
Promote the 100% guest-satisfaction objective among hourly associates.
Assist with sales activities to increase occupancy, including entering Quality SOAR leads weekly, seeking local business opportunities, making sales calls, and performing telemarketing activities.
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.
Oversee or supervise the daily activities of 8 to 15 hourly associates.