Hotel Operations Team Lead — Guest Experience

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

Job summary

Extended Stay America is seeking a Team Lead to assist the General Manager in daily hotel operations, driving performance and guest satisfaction. The TL will resolve guest and associate issues, oversee safety procedures, and step in for the GM when needed to keep property running smoothly.

The role requires supervising 8 to 15 hourly associates, promoting brand standards, managing frontline tasks, and supporting revenue initiatives to meet budgeted EBITDA.

Qualifications

• Requires supervision of 8–15 hourly associates.
• Strong communication and guest-service orientation required.
• Must understand brand standards and safety policies.

Responsibilities

• Promotes 100% guest satisfaction and assists GM with revenue initiatives.
• Oversees daily hotel operations and associates to meet KPIs.
• Trains associates on brand standards and job performance expectations.
• Ensures safety and security procedures are followed.

Skills

Team leadership

Guest service

Conflict resolution

Budget awareness

Communication

Safety procedures

Education

High School diploma / GED

Tools

Opera PMS

Job description

Extended Stay America is seeking a Team Lead to assist the General Manager in daily hotel operations, driving performance and guest satisfaction. The TL will resolve guest and associate issues, oversee safety procedures, and step in for the GM when needed to keep property running smoothly.

The role requires supervising 8 to 15 hourly associates, promoting brand standards, managing frontline tasks, and supporting revenue initiatives to meet budgeted EBITDA.