Team Lead-109010

ESA Management • Gurnee, IL

6d

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, supports efficient and profitable property management, and assumes the General Manager’s responsibilities when required. The Team Lead also helps ensure safety and security procedures follow company guidelines and standards.

The role supports revenue growth, cost control, guest and associate satisfaction, associate training, policy compliance, inventory and purchasing oversight, and achievement of budgeted financial results. The Team Lead is the first point of contact for guest service issues and may resolve or escalate them. Additional duties include supporting sales activities, providing operational coverage in areas such as the front desk and housekeeping, inspecting guest rooms, monitoring social media responses, and assisting with guest-ready inspections and meetings.

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 comprehend fundamental instructions and write short correspondence and memos.
• Ability to operate property management system technology.
• Ability to perform basic arithmetic with 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 and maintain efficient daily operations.
• Ability to supervise the daily activities of 8 to 15 hourly associates.
• Ability to remain stationary; navigate the hotel and parking lot; handle, reach, and detect objects, tools, and controls; and detect scents and sounds.
• Ability to occasionally access low areas and traverse heights while remaining stable.
• Ability to occasionally lift and/or move up to 25 pounds.

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 ensuring associates support company initiatives to increase revenue, lower costs, and improve guest and associate satisfaction.
• Assist the General Manager in 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.
• Assist with monthly inventory monitoring for supplies and equipment.
• Ensure day-to-day purchases stay within budget and use approved vendors.
• Assist the General Manager 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; resolve issues or escalate them to the General Manager as needed.
• Promote the company’s service culture and treat guests and associates professionally, respectfully, and kindly.
• Promote the guest satisfaction objective among hourly associates.
• Assist with sales activities to increase occupancy, enter Quality SOAR leads weekly, seek potential local business, and make sales calls and telemarketing contacts.
• Provide relief or backup coverage as needed, including front desk and housekeeping duties.
• Inspect guest rooms.
• Help review and 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.
• Travel to and assist or provide coverage at additional locations within a reasonable geographic area when asked.

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