Team Lead-109010

ESA Management • Fremont, CA

9d

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 guest satisfaction. The role resolves guest and associate issues and performs duties that support efficiency and profitability across property management. The Team Lead assumes the General Manager’s responsibilities when required and helps ensure safety and security procedures are in place in accordance with company guidelines and standards.

The Team Lead supports revenue growth, cost control, guest and associate satisfaction, training, policy compliance, inventory and purchasing, and budget and profitability goals. The role is a first point of contact for guest service issues, resolving them or escalating them to the General Manager as appropriate. Additional duties may include sales support, front desk coverage, housekeeping relief, room inspections, social media monitoring, database checks, meetings, and guest-ready inspections.

The position requires prior hotel experience, solid English communication skills, the ability to operate property management system technology, and the ability to oversee the daily activities of 8 to 15 hourly associates. Work is typically conducted in a hotel environment and may involve travel to cover nearby locations.

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 oversee and supervise daily activities of 8 to 15 hourly associates.
• Ability to organize multiple priorities and maintain efficient daily operations.

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 driving initiatives to increase revenue, lower costs, and improve guest and associate satisfaction.
• Assist in training associates on brand standards and job performance expectations.
• Uphold and enforce company standards and policy compliance at the hotel.
• Promote compliance with company policies and procedures, including prompt reporting of safety and security issues.
• Assist with monitoring in-house guest balances and issuing refund checks.
• Assist with monitoring monthly inventory of supplies and equipment.
• Ensure day-to-day purchases stay within budget and use approved vendors.
• Assist the General Manager in maximizing revenues and flow-through to GOP to meet or exceed budgeted EBITDA.
• Serve as the first point of contact for guest service issues; resolve issues or escalate them to the General Manager as needed.
• Treat guests and associates with professionalism, respect, and kindness, and encourage hourly associates to pursue guest satisfaction.
• Assist with sales activities to increase occupancy, enter Quality SOAR leads weekly, seek local business opportunities, and make sales and telemarketing calls.
• Provide relief or backup support for hotel operations, including front desk coverage and housekeeping.
• Inspect guest rooms.
• Monitor social media websites and help ensure timely and appropriate responses.
• Assist with database checks, quick-hit meetings, and guest-ready or visual inspections as needed.
• Assume the General Manager’s responsibilities when required.

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, supplemental life insurance, dependent life insurance, and long-term disability
• 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