Team Lead-109010

Extended Stay America•Schaumburg, IL

About The Position

The Team Lead assists the General Manager in managing day-to-day hotel operations to support optimum performance, continual improvement in key performance indicators, and 100% guest satisfaction. The Team Lead resolves guest and associate issues and performs other duties that support efficiency and profitability across property management. When required, the Team Lead assumes the General Manager’s responsibilities. The role also helps ensure safety and security procedures are in place in accordance with company guidelines and standards for associates and guests. The Team Lead supports company initiatives to increase revenue, control costs, and improve guest and associate satisfaction. The position helps train associates on brand standards and performance expectations; monitors guest balances, refunds, supplies, equipment, and purchasing; and supports revenue and budget goals. The role serves as the first point of contact for guest service issues and resolves or escalates them as appropriate. Additional duties may include sales support, front desk coverage, housekeeping, room inspections, social media monitoring, database checks, meetings, and guest-ready inspections. The role regularly involves navigating the hotel and parking lot, handling objects and equipment, and may include occasional lifting, work in varying environmental conditions, and travel to nearby locations to provide coverage.

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 with units of measure, 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 oversee daily activities of 8 to 15 hourly associates.
Ability to remain stationary, navigate the hotel and parking lot, handle and reach objects, and detect objects, scents, and sounds.
Ability to occasionally access low areas, traverse heights while remaining stable, and lift or move up to 25 pounds.
Ability to work in outside weather conditions depending on the hotel, and occasionally in wet or humid conditions, near moving mechanical parts, around fumes or airborne particles and toxic or caustic chemicals, and with risk of electrical shock.
Ability to work in moderate to loud noise levels.
May be asked to travel to help or cover additional locations within a reasonable geographic area.

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 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, and ensure day-to-day purchases remain within budget and use approved vendors.
Assist the General Manager in maximizing revenues and GOP flow-through to meet or exceed budgeted EBITDA.
Act as the first point of contact for guest service issues; resolve issues or escalate them to the General Manager as appropriate.
Treat guests and associates professionally, respectfully, and kindly, and promote the 100% guest satisfaction objective among hourly associates.
Support sales activities to increase occupancy, enter Quality SOAR leads weekly, seek potential local business, and make sales and telemarketing calls.
Provide hotel relief or backup coverage, including front desk and housekeeping duties, as needed.
Inspect guest rooms.
Assist with monitoring social media websites and providing timely, appropriate responses.
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.
Organize multiple priorities to keep daily operations running efficiently.