Manager Team Lead

Best Western Mansfield Ohio; Mansfield (OH); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Employee discounts

Free uniforms

Opportunity for advancement

Training & development

Job summary

Best Western Mansfield Ohio is seeking a full-time Manager to oversee daily operations, including front desk, housekeeping, and maintenance. The manager will be responsible for training staff, handling guest interactions, managing sales calls, and ensuring compliance with safety and quality protocols. The ideal candidate should possess strong communication skills and be service-oriented. This position requires flexibility to support various departments and maintain an exceptional guest experience.

Qualifications

• Frequent interaction with customers requiring strong communication skills.
• Ability to operate office technology confidently.
• Flexibility to support various hotel departments.

Responsibilities

• Oversee daily operations across front desk, housekeeping, maintenance.
• Train staff and handle guest check-ins/check-outs.
• Manage sales calls and group bookings.

Skills

Strong verbal communication

Strong written communication

Interpersonal communication

Organizational skills

Ability to stay calm under pressure

Service-oriented

Job description

Benefits

• Employee discounts
• Free uniforms
• Opportunity for advancement
• Training & development

Job Description

The Manager oversees daily operations across front desk, housekeeping, maintenance, and inspections, ensuring exceptional service for guests, vendors, and Best Western partners. They lead the team in creating memorable guest experiences through warm welcomes, efficient service, and brand loyalty initiatives, while maintaining compliance with company standards, safety, and quality protocols.

ESSENTIAL JOB FUNCTIONS

This role supports the General Manager( Owners) by managing staff schedules, performing administrative tasks, and ensuring smooth front desk operations. Responsibilities include training staff, handling guest check-ins/check-outs, promoting loyalty programs, resolving guest concerns, and maintaining a clean and welcoming environment. The position also involves sales calls, booking group functions, managing financial transactions, and ensuring compliance with safety, security, and company standards. May serve as Manager-on-Duty when needed.

Assist the General Manager (Owner) with preparing Guest Experience Representative work schedules and ensuring staff adheres to schedules. Adjust schedules as needed to meet business needs.

Perform assigned administrative duties such as daily reports, credit card reversals, bank deposits, accounts receivables, travel agent research, lost and found, rooming lists, office supply inventory, safety committee, etc.

Train Guest Experience staff in technical duties, guest service skills and telephone sales skills Group Bookings.

Advise and consult with General Manager(Owner) in situations of poor employee performance and/or improper employee behavior that may require counseling and/or discipline.

Make sales call and respond to each sales ASAP to guarantee revenue. Must be organized.

When applicable for a specific property, book group functions and meeting room space.

May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager.

Guest Interaction

Provide a friendly, welcoming experience by greeting guests as they enter the hotel. Welcome loyal guests and military members using the best practices outlined for each program. Ensure Elite guests receive the designated gift upon arrival.

Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company’s policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests.

Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures.

Operate the hotel key control system while strictly following all key safety & security procedures.

Answer the hotel phone in a manner which provides a genuine Best Western(BW) experience to every caller. Listen, identify and resolve the caller’s needs. Properly and efficiently transfer calls as necessary. Route calls to guest rooms according to the company’s policies which ensure sensitive guest information and privacy is maintained.

Provide a warm and friendly experience to potential guests inquiring about hotel reservations by focusing on the guest’s need, asking for the sale, entering and confirming the reservation details, providing the cancellation policy and offering to enroll the guest in the Returns program.

Complete shift checklist(s) to ensure the hotel information is updated and team members are prepared for the daily activities. Maintain room status inventory.

Stock and restock breakfast items such as food, drink and supplies as necessary to ensure guests have a consistent selection of items which are displayed in an appealing, clean and organized manner consistent with company standards, food handling guidelines and regulations. Ensure eating area is clean and inviting at all times.

Minimum Skill Requirements

This role demands frequent interaction with customers and the public, requiring strong verbal, written, and interpersonal communication skills. The ideal candidate should be attentive, service-oriented, and capable of sensing unspoken needs. They must handle confidential information responsibly, operate office technology confidently, and work independently with sound judgment. Strong organizational skills and the ability to stay calm under pressure are essential in managing multiple tasks in a fast-paced environment.

This position requires flexibility to support various hotel departments and ensure a consistent guest experience. Regular communication with the GM and Owner is essential, along with a willingness to learn and teach. Jaiy Ram LLC. Maintains a drug‑free, monitored work environment and upholds equal opportunity employment. Duties may change at any time, and all roles are strictly temporary with no path to permanency.

Job Type: Full-time

Job Location:

Mansfield, OH