Hotel Team Lead: Guest Experience & Ops

Extended Stay America; San Carlos (CA); On-site; USD 45,000 - 62,000; Full time

Benefits offered by this job

Weekly Pay!

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Savings Plan

Paid Time Off

Job summary

Extended Stay America is seeking a Team Lead to assist the General Manager in daily hotel operations, ensuring peak performance and 100% guest satisfaction. You will resolve guest and staff issues, supervise 8–15 hourly associates, and ensure safety procedures are followed to protect guests and employees.

The role emphasizes training, brand standard adherence, and collaboration with management to optimize revenue and profitability while maintaining excellent guest service across all shifts.

Qualifications

• Prior hotel experience is required.
• High School Diploma or GED, or equivalent combination of education and experience.

Responsibilities

• Demonstrates commitment to guest experience and satisfaction.
• Assist GM in increasing revenue, reducing costs and improving guest/associate satisfaction.
• Assist GM in training associates on brand standards and performance expectations.
• Enforce company standards and policy compliance at hotel level.
• Monitor guest balances and issue refund checks.
• Monitor inventory and purchasing within budget and with approved vendors.
• Serve as first contact for guest service issues and resolve or escalate as needed.
• Promote the company's service culture with professionalism and kindness.
• Inspire hourly associates to achieve 100% guest satisfaction.

Skills

English communication

Math skills

Prioritization

Supervisory ability

Education

HS diploma/GED

1–3 months related experience

Tools

Property management system

Job description

Extended Stay America is seeking a Team Lead to assist the General Manager in daily hotel operations, ensuring peak performance and 100% guest satisfaction. You will resolve guest and staff issues, supervise 8–15 hourly associates, and ensure safety procedures are followed to protect guests and employees.

The role emphasizes training, brand standard adherence, and collaboration with management to optimize revenue and profitability while maintaining excellent guest service across all shifts.