Team Lead-109010

ESA Management • Lake Forest, CA

18d

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 property efficiency and profitability, and assumes the General Manager’s responsibilities when required. The Team Lead also helps ensure safety and security procedures are in place in accordance with company guidelines and standards.

The Team Lead supports revenue and cost initiatives, associate training, policy compliance, guest service, inventory and purchasing oversight, and budget and EBITDA goals. The role may also assist with sales activities, provide operational coverage in areas such as the front desk and housekeeping, inspect guest rooms, monitor social media responses, and complete other duties as needed to maintain hotel operations.

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 memoranda.
• 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 apply common-sense understanding to carry out detailed written or oral instructions.
• Ability to supervise daily activities of 8 to 15 hourly associates.
• Ability to organize multiple priorities and maintain efficient daily operations.
• Ability to meet the stated physical and environmental requirements, including occasional lifting or moving of up to 25 pounds.

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 driving initiatives to increase revenue, lower costs, and improve guest and associate satisfaction.
• Assist with 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 in monitoring in-house guest balances and issuing refund checks.
• Assist with monthly inventory monitoring for supplies and equipment.
• Ensure day-to-day purchases are within budget and made with 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 issues, and escalate them to the General Manager when appropriate.
• Promote the company’s service culture and treat guests and associates with professionalism, respect, and kindness.
• Reinforce the guest satisfaction objective with hourly associates.
• Assist with sales activities to increase occupancy, enter weekly Quality SOAR leads, seek local business opportunities, and make sales calls and telemarketing contacts.
• Provide relief or backup coverage at the hotel, including front desk and housekeeping duties, as needed.
• Inspect guest rooms.
• Assist with monitoring social media websites and ensuring 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 competing priorities to keep daily operations running efficiently.

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