Team Lead-109010

ESA Management•Bel Air, MD

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 role resolves guest and associate issues, supports property efficiency and profitability, and assumes the General Manager’s responsibilities when required. The Team Lead also helps ensure safety and security procedures follow company guidelines and standards for associates and guests. The Team Lead supports revenue and cost initiatives, associate training, policy compliance, financial and inventory monitoring, and budget-conscious purchasing. The role serves as the first point of contact for guest service issues and helps maintain the company’s service culture. Additional duties may include sales support, front desk and housekeeping coverage, guest room inspections, social media monitoring, and other hotel operations support. The position 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 with whole numbers, fractions, and decimals.
Ability to understand and carry out detailed written or oral instructions using common sense.
Ability to organize multiple priorities and maintain efficient daily operations.

Nice To Haves

Previous supervisory experience is desired.

Responsibilities

Promote a 100% commitment to providing the best possible guest experience.
Assist the General Manager in driving initiatives to increase revenue, lower costs, and improve guest and associate satisfaction.
Assist with 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 inventory of supplies and equipment.
Ensure day-to-day purchases remain within budget and are 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, resolve them, and escalate to the General Manager when appropriate.
Promote professional, respectful, and kind treatment of guests and associates, and reinforce the guest satisfaction objective with hourly associates.
Assist with sales activities, including entering weekly Quality SOAR leads, seeking local business opportunities, making sales calls, and conducting telemarketing.
Provide relief or backup support for hotel operations, including front desk coverage and housekeeping.
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.

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