Hotel Team Lead: Guest Experience & Ops

ESA Management, LLC; Norton (MA); Hybrid; USD 26,000 - 34,000; Full time

Benefits offered by this job

Weekly Pay

Medical Insurance

Vision Insurance

401(k) Savings Plan

Paid Time Off

Employee Assistance Program

Job summary

ESA Management, LLC in Norton, MA operates Extended Stay America properties and seeks a Team Lead to assist the General Manager in day-to-day hotel operations, ensuring peak performance and guest satisfaction. The TL resolves guest and associate issues, and performs other duties to optimize efficiency and profitability while upholding safety standards.

The role includes supervising 8–15 hourly associates, training staff on brand standards, and helping drive revenue and cost controls through

Qualifications

• Prior hotel experience is required.
• High School Diploma or GED; or 1–3 months related experience and/or training; or equivalent combination of education and experience.

Responsibilities

• Assists the GM in managing hotel operations daily to drive revenue, reduce costs, and boost guest/associate satisfaction.
• Train associates on brand standards and performance expectations.
• Uphold company standards and policy compliance at the property level, including reporting safety and security issues.
• Monitor in-house guest balances and issue refunds as needed.
• Assist with inventory management and budget-compliant purchases.
• Serve as first point of contact for guest service issues and escalate when necessary.
• Foster a service-oriented culture and ensure 100% guest satisfaction among hourly staff.

Skills

Comprehend instructions and memos

Strong English communication

Organize multiple priorities

Supervise hourly associates

Guest and associate relations

Operate PMS technology

Education

High School Diploma or GED

Tools

Property Management System (PMS)

Job description

ESA Management, LLC in Norton, MA operates Extended Stay America properties and seeks a Team Lead to assist the General Manager in day-to-day hotel operations, ensuring peak performance and guest satisfaction. The TL resolves guest and associate issues, and performs other duties to optimize efficiency and profitability while upholding safety standards.

The role includes supervising 8–15 hourly associates, training staff on brand standards, and helping drive revenue and cost controls through