Team Lead-109010
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 Team Lead resolves guest and associate issues, supports property efficiency and profitability, and assumes the General Manager’s responsibilities when required. The role also helps ensure that safety and security procedures follow company guidelines and standards for associates and guests. The Team Lead supports associate training and company initiatives, enforces property standards and policies, monitors guest balances and refunds, and assists with inventory, purchasing, revenue, and budget goals. The role is a first point of contact for guest service concerns and may provide operational coverage across front desk, housekeeping, and other hotel functions. The position may also involve sales support, room inspections, social media monitoring, and guest-readiness checks.
Requirements
- Prior hotel experience is required.
- High school diploma or GED; alternatively, one to three months of related experience and/or training, or an equivalent combination of education and experience.
- Ability to comprehend basic instructions and write short correspondence and memos.
- Solid English reading, writing, and verbal communication skills to communicate effectively with guests, associates, and vendors.
- Ability to operate property management system technology.
- Basic arithmetic skills, including working 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 to keep daily operations efficient.
- Ability to perform the stated physical and environmental duties, including occasional lifting or moving of up to 25 pounds and working in varied hotel conditions.
- 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
- Promote a 100% 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 in training associates on brand standards and job performance expectations.
- Uphold and enforce company standards, policies, and compliance requirements, 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 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, resolve them, or escalate them to the General Manager when appropriate.
- Treat guests and associates with professionalism, respect, and kindness while promoting the company’s service culture.
- Promote the 100% guest satisfaction objective among hourly associates.
- Assist with sales activities to increase occupancy, enter Quality SOAR leads weekly, seek local business opportunities, make sales calls, and conduct telemarketing activities.
- Provide relief or backup coverage, including front desk and housekeeping duties, as needed for hotel operations.
- 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 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
