Team Lead-109010

Extended Stay America • Mishawaka, IN

9d

About The Position

The Team Lead assists the General Manager with day-to-day hotel operations to support strong performance, continuous improvement in key performance indicators, and guest satisfaction. The Team Lead resolves guest and associate issues, supports efficient and profitable property management, and assumes the General Manager’s responsibilities when required. The role also helps ensure safety and security procedures comply with company guidelines and standards for associates and guests.

The Team Lead supports company initiatives to increase revenue, lower costs, and improve guest and associate satisfaction. This includes training associates on brand standards and performance expectations, enforcing company policies, assisting with inventory and purchasing oversight, and helping maximize revenue and meet or exceed budgeted EBITDA. The Team Lead serves as the first point of contact for guest service issues and escalates matters to the General Manager when appropriate.

Additional duties include supporting sales and local business development, providing hotel coverage in areas such as the front desk and housekeeping, inspecting guest rooms, monitoring social media for guest feedback, and assisting with database checks, quick-hit meetings, and guest-ready inspections. The role may involve 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.
• 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 understand and carry out detailed written or oral instructions using common sense.
• Ability to organize multiple priorities to support efficient daily operations.
• Ability to supervise daily activities of 8 to 15 hourly associates.

Nice To Haves

• Previous supervisory experience is desired.

Responsibilities

• Promote a strong commitment to providing guests with the best possible experience.
• Assist the General Manager in ensuring associates support initiatives to increase revenue, lower costs, and improve guest and associate satisfaction.
• Help train associates on brand standards and job performance expectations.
• Uphold company standards and enforce policy compliance, including promptly reporting 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 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 needed.
• Treat guests and associates professionally, respectfully, and kindly, and promote the guest satisfaction objective among hourly associates.
• Support sales activities to increase occupancy, enter Quality SOAR leads weekly, seek local business opportunities, and make sales calls and other telemarketing contacts.
• Provide hotel relief or backup coverage, 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.
• Assume the General Manager’s responsibilities when required.
• Help ensure safety and security procedures are in place in accordance with company guidelines and standards.

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: Mid Level
• Education Level: High school or GED