Team Lead-109010

Extended Stay America • Glendale, CA

4d

About The Position

The Team Lead assists the General Manager with day-to-day hotel operations to support strong performance, continual improvement in key performance indicators, and guest satisfaction. The role resolves guest and associate issues and performs other duties that support efficiency and profitability in property management. The Team Lead assumes the General Manager’s responsibilities when required and helps ensure safety and security procedures follow company guidelines and standards.

The Team Lead supports company initiatives to increase revenue, reduce costs, and improve guest and associate satisfaction. The role helps train associates on brand standards and job expectations, enforces company standards and policies, monitors guest balances and refunds, and assists with inventory, purchasing, and budget oversight. The Team Lead is a first point of contact for guest service issues and escalates concerns to the General Manager as appropriate.

Additional duties include supporting sales and occupancy efforts, providing relief or back-up coverage in hotel departments, inspecting guest rooms, monitoring social media responses, and assisting with operational meetings and inspections. The role may involve travel to cover additional 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.
• Ability to comprehend 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 use common-sense understanding to carry out detailed written or oral instructions.
• Ability to organize multiple priorities to maintain efficient daily operations.

Nice To Haves

• Previous supervisory experience is desired.

Responsibilities

• Promote a strong commitment to providing the best possible guest experience.
• Assist the General Manager with company 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 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 daily purchases stay 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 needed.
• Promote the company’s service culture and treat guests and associates with professionalism, respect, and kindness.
• Promote the guest satisfaction objective among hourly associates.
• Assist with sales activities, including entering weekly Quality SOAR leads, identifying local business opportunities, making sales calls, and conducting telemarketing.
• Provide relief or back-up coverage, including front desk and housekeeping duties, as needed for hotel operations.
• Inspect guest rooms.
• Help monitor social media websites and ensure responses are timely and appropriate.
• 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.

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