Team Lead-109010
About The Position
The Team Lead assists the General Manager with day-to-day hotel operations to support optimum performance, continual improvement in key performance indicators, and 100% guest satisfaction. The role resolves guest and associate issues and performs other duties that promote efficiency and profitability across property management. The Team Lead assumes the General Manager's responsibilities when required and helps ensure safety and security procedures follow company guidelines and standards for associates and guests. The Team Lead helps drive company initiatives, train associates on brand standards and performance expectations, uphold company policies, monitor guest balances and refunds, oversee inventory and purchases, and support revenue and budget goals. The role is also a first point of contact for guest service issues, escalating matters to the General Manager when appropriate. Additional duties include supporting sales and occupancy efforts, providing operational coverage across front desk and housekeeping as needed, inspecting guest rooms, monitoring social media, and assisting with database checks, meetings, and guest-ready inspections. The position may require travel to help or cover additional hotel locations within a reasonable geographic area.
Requirements
- Prior hotel experience is required.
- High school diploma or GED, or one to three months of related experience 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 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.
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 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 policy compliance, including prompt reporting of safety and security issues.
- Assist the General Manager in monitoring in-house guest balances and issuing refund checks.
- Assist with monthly inventory monitoring and ensure day-to-day purchases remain 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, resolving them or escalating them to the General Manager as needed.
- Treat guests and associates with professionalism, respect, and kindness, and promote the guest satisfaction objective to hourly associates.
- Support 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 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
Entry Level
Education Level
High school or GED
