Team Lead Redlands

Extended Stay America; Redlands (CA); On-site; USD 45,000 - 68,000; Full time

Benefits offered by this job

Weekly Pay

Competitive Wages

Great working environment

Employee Recognition Programs

Medical Insurance

Dental Insurance

Vision Insurance

Health Care and Dependent Care FSAs

Employer Paid Basic Life and AD&D

Employer Paid Long Term Disability

Voluntary Benefits (Short-Term/Long‑/…

Short-Term Disability

Long-Term Disability Buy-Up

Supplemental Life Insurance

Dependent Life Insurance

401(k) Savings Plan

Paid Time Off

Employee Assistance Program

Employee Perks Program – discounts

Job summary

Extended Stay America in Redlands, CA seeks a Team Lead to assist the General Manager in daily hotel operations and drive KPI performance while ensuring 100% guest satisfaction. The role includes supervising staff, maintaining brand standards, controlling costs, and supporting revenue growth.

The Team Lead will train associates, enforce policies, handle guest issues, and help maximize GOP margins. This position emphasizes safety, service culture, and collaboration with the GM to deliver

Responsibilities

• Provide leadership to hotel operations to drive guest satisfaction and profitability.
• Assist GM in achieving revenue goals, cost control, and guest/associate satisfaction.
• Help train associates on brand standards and performance expectations.
• Enforce company standards and policies; ensure safety and security compliance.
• Monitor guest balances and assist with refund processing when needed.
• Oversee inventory and purchasing within budget with approved vendors; support GOP goals.
• Serve as first point of contact for guest service issues and escalate as needed.
• Uphold service culture with professionalism, respect, and kindness to guests and staff.
• Instill 100% guest satisfaction focus among hourly associates.
• Support sales efforts to increase occupancy and generate leads; perform telemarketing when required.
• Provide back-up coverage for front desk, housekeeping, and other hotel duties as needed.
• Inspect guest rooms and ensure quality standards are met.
• Monitor social media and respond promptly to guest feedback; assist with QA checks.

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 elevate to the GM as needed.
• Embrace the company's service culture and treat all guests and associates with professionalism, respect and kindness.
• Instils 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 Prog r am offering discounts to major companies