Team Lead-109010

Extended Stay America • Carlsbad, CA

9d

About The Position

The Team Lead assists the General Manager in managing day-to-day hotel operations to support strong performance and continual improvement in key performance indicators and guest satisfaction. The Team Lead resolves guest and associate issues and performs other duties to promote efficiency and profitability across property management. When required, the Team Lead assumes the General Manager’s responsibilities. The role also ensures that safety and security procedures are in place in accordance with company guidelines and standards for associates and guests.

The Team Lead helps drive company initiatives, train associates on brand standards and performance expectations, enforce company standards and policies, monitor guest balances and refunds, oversee supplies and equipment inventory and purchases, and support revenue and budget goals. The role is a first point of contact for guest service issues and may provide coverage in areas such as the front desk and housekeeping. The Team Lead also supports sales activities, inspects guest rooms, monitors social media responses, and assists with operational meetings and inspections.

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.
• Basic arithmetic skills, including working with whole numbers, common fractions, and decimals.
• Ability to understand and carry out detailed written or oral instructions using common sense.
• Ability to organize multiple priorities to keep daily operations running efficiently.

Nice To Haves

• Previous supervisory experience is desired.

Responsibilities

• Demonstrate and promote a commitment to providing the best possible guest experience.
• Assist the General Manager in ensuring associates support 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 policy compliance, including prompt reporting of safety and security issues.
• Assist the General Manager in monitoring in-house guest balances and issuing refund checks.
• Help monitor monthly supplies and equipment inventory and ensure day-to-day purchases stay within budget and use 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 and resolve or escalate them as appropriate.
• Treat guests and associates with professionalism, respect, and kindness while reinforcing the guest satisfaction objective among hourly associates.
• Assist with sales activities to increase occupancy, enter Quality SOAR leads weekly, seek local business opportunities, and make sales and telemarketing calls.
• Provide hotel relief or backup coverage, including front desk and housekeeping duties, as needed.
• 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 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 at major companies

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED