Hotel Operations Lead—Guest Experience

Extended Stay America; Columbus (OH); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Weekly Pay

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Savings Plan

Paid Time Off

EAP

Employee Perks Program

Job summary

Extended Stay America is seeking a Team Lead to assist the General Manager in daily hotel operations, ensuring guest satisfaction and financial performance. You will resolve guest and associate issues, train staff on brand standards, and supervise 8 to 15 hourly associates while upholding safety and security procedures.

This role reports to the GM and requires strong English communication, operations know-how, and the ability to manage priorities, budgets, and guest services in a fast-paced

Qualifications

• Comprehend fundamental instructions, write short correspondence, and memos; solid English skills to communicate with guests and associates.
• Operate the property management system technology.
• Perform basic arithmetic for budgeting and inventory tasks.
• Apply common sense to detailed written or oral instructions.
• Oversee daily activities of 8 to 15 hourly associates.
• Organize multiple priorities to ensure peak efficiency in daily operations.

Responsibilities

• Promote a 100% guest satisfaction commitment at the property.
• Assist GM in driving revenue, managing costs, and boosting guest/associate satisfaction.
• Assist GM in training associates on brand standards and performance expectations.
• Enforce company standards and policy compliance, including safety and security reporting.
• Monitor in-house guest balances and issue refunds as needed.
• Assist with inventory, budgeting, and vendor relations to optimize GOP/EBITDA.
• Be the first level of contact for guest service issues and escalate as required.
• Foster the company service culture with professionalism, respect, and kindness.
• Inspire hourly associates toward the 100% guest satisfaction objective.

Skills

Guest service

Team leadership

Operations management

PMS software

Budget awareness

Safety compliance

Job description

Extended Stay America is seeking a Team Lead to assist the General Manager in daily hotel operations, ensuring guest satisfaction and financial performance. You will resolve guest and associate issues, train staff on brand standards, and supervise 8 to 15 hourly associates while upholding safety and security procedures.

This role reports to the GM and requires strong English communication, operations know-how, and the ability to manage priorities, budgets, and guest services in a fast-paced