Job Abstract

The Team Lead ("TL") position assists theGeneral Manager ("GM") in managing the hotel operations on a day-to-daybasis toensure 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.
• Trains associates on company standards and job performance expectations when the GM is not available.
• 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 direct bill receivables, commission payments by vendors, 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 escalate to the GM as needed.
• Position must embrace the company's service culture and treat all guest and associates with professionalism, respect and kindness.
• Instills 100% guest satisfaction objective to hourly associates.

OTHER DUTIES

• Assists with certain sales-related activities to increase occupancy, such as supporting the GM by seeking out potential business in the local market and 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.