Team Lead-109010

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

POSITION PURPOSE AND SUMMARY

The Team Lead ("TL") position assists the General Manager ("GM") in managing the hotel operations on a day-to-day basis to ensure optimum performance and continual improvement in the Key Performance Indicators and 100% guest satisfaction. The TL resolves guest and associate issues, and performs other duties as required to develop efficiency and profitability in all aspects of property management. The TL assumes the GM's responsibilities when required. The TL also must ensure that safety and security procedures are in place in accordance with company guidelines and standards for all associates and guests.

MAJOR / KEY JOB DUTIES

• Demonstrates and promotes a 100% commitment to providing the best possible experience for our guests.
• Assists the GM in ensuring that associates at the property are driving company initiatives to increase revenue, lower costs and increase guest and associate satisfaction.
• Assists GM in training associates on brand standards and job performance expectations.
• Upholds and enforces company standards and policy compliance at the hotel level. The associate must promote compliance with company policies and procedures, including but not limited to the prompt reporting of all safety and security issues directly to the manager or to the appropriate authorities.
• Assists the GM in monitoring in-house guest balances and issuance of refund checks.
• Assists with monitoring monthly inventory of supplies and equipment. Ensures that day- to-day purchases are within budget and with approved vendors. Assists the GM in maximizing revenues and flow through to GOP to meet or exceed budgeted EBITDA.
• Serves as first level of contact for guest service issues. Resolves guest issues or determines necessity to escal... as needed.
• Embrace the company's service culture and treat all guests and associates with professionalism, respect and kindness.
• Instills 100% guest satisfaction objective to hourly associates.

OTHER DUTIES

• Assists with sales-related activities to increase occupancy, enters Quality SOAR leads weekly, supports the GM by seeking potential business in the local market, making sales calls and other telemarketing activities.
• Provides other relief or back-up duties as needed at the hotel including front desk coverage, housekeeping, and other duties when needed to ensure optimum operation of the hotel.
• Inspects guest rooms.
• Assists with active review and monitoring of social media websites to ensure timely and appropriate responses.
• Assists with database checks, quick hit meetings and guest ready / visual inspections as needed.

BENEFITS

• Weekly Pay!
• Competitive Wages
• Great working environment
• Employee Recognition Programs
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Health Care and Dependent Care Flexible Spending Accounts
• Employer Paid Basic Life and AD&D Insurance
• Employer Paid Long Term Disability
• Optional Employee Paid - Voluntary Benefits
  • Short-Term Disability
  • Buy-Up Long-Term Disability
  • Supplemental Life Insurance
  • Dependent Life Insurance
• 401(k) Savings Plan
• Paid Time Off
• Employee Assistance Program (EAP)
• Employee Perks Progam offering discounts to major companies

Compensation

Pay Ranges

Pay range information for the position you are applying for is below.

Disclaimer: Compensation may vary based on role, level, experience, length of time in a position, and location. Candidates are not guaranteed to be at the high or low end of the compensation ranges presented. The Company complies with applicable federal, state, and local minimum wage requirements.

ESA Management, LLC is an Equal Opportunity Employer. It is the policy of ESA Management, LLC to treat applicants and associates in all aspects of the employment relationship without regard to race, color, religion, creed, sex, pregnancy, age (as defined under applicable law), national origin or ancestry, disability status, veteran status, genetic information or any other characteristic protected by federal, state or local laws.

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

• Comprehend fundamental instructions, write short correspondence, and memos. Solid English skills with regard to reading, writing and verbal communication to be able to communicate effectively with guests, associates, and outside vendors.
• Operate the property management system technology.
• Add, subtract, multiply, and divide units of measure, using whole numbers, common fractions, and decimals.
• Apply common sense understanding to carry out detailed written or oral instructions.
• Oversee/supervise daily activities of 8 to 15 hourly associates.
• Organize multiple priorities to ensure that daily operations are performed at peak efficiency.

ENVIRONMENTAL JOB REQUIREMENTS

• Regularly required to remain stationary; navigate the hotel and parking lot; handle, reach, and detect objects, tools and controls; and detect scent and sounds.
• Occasionally required to position self to access low areas and traverse heights and remain stable while doing so.
• Occasionally lift and/or move up to 25 pounds.
• Frequently works in outside weather conditions (depending on hotel).
• Occasionally works in wet humid conditions (non-weather related), near moving mechanical parts, in the presence of fumes or airborne particles and toxic or ca