Team Lead-109010

Extended Stay America•West Palm Beach, FL

23d

About The Position

The Team Lead (TL) assists the General Manager (GM) with day-to-day hotel operations, aiming for optimum performance, continual improvement in key performance indicators, and 100% guest satisfaction. The TL resolves guest and associate issues and performs other duties to support efficiency and profitability across property management. The TL assumes the GM’s responsibilities when required and helps ensure safety and security procedures meet company guidelines and standards for associates and guests. The position supports company initiatives to increase revenue, lower costs, and improve guest and associate satisfaction; trains associates on brand standards and job expectations; and upholds company standards and policy compliance. The TL helps monitor guest balances, refunds, supplies, equipment, and purchasing, and supports revenue and budget goals. The TL is the first point of contact for guest service issues and resolves or escalates them as appropriate. Other duties include supporting sales activities, seeking local business opportunities, making sales and telemarketing calls, entering Quality SOAR leads, covering front desk and housekeeping duties as needed, inspecting guest rooms, monitoring social media responses, and assisting with database checks, quick-hit meetings, and guest-ready inspections. The role may require travel to help or cover additional 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 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 comprehend fundamental instructions and write short correspondence and memos.
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 ensure daily operations are performed efficiently.
Ability to meet the stated physical and environmental demands, including occasionally lifting or moving up to 25 pounds.

Nice To Haves

Previous supervisory experience is desired.

Responsibilities

Promote a 100% commitment to providing the best possible guest experience.
Assist the GM in ensuring associates advance company initiatives to increase revenue, lower costs, and improve guest and associate satisfaction.
Assist the GM in training associates on brand standards and job performance expectations.
Uphold and enforce company standards and policy compliance, including promptly reporting safety and security issues.
Assist the GM 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 GM in maximizing revenue and flow through to GOP to meet or exceed budgeted EBITDA.
Serve as the first point of contact for guest service issues; resolve issues or determine when to escalate them to the GM.
Treat guests and associates professionally, respectfully, and kindly, and instill the 100% guest satisfaction objective in hourly associates.
Assist with sales activities to increase occupancy, enter Quality SOAR leads weekly, seek local business, and make sales calls and other telemarketing calls.
Provide relief or backup coverage, including front desk and housekeeping duties, as needed to support hotel operations.
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.
Assume the GM’s responsibilities when required.
Oversee and supervise the daily activities of 8 to 15 hourly associates.