Team Lead

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 escalate to the GM 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

KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES

ENVIRONMENTAL JOB REQUIREMENTS

MINIMUM QUALIFICATIONS

PREFERRED QUALIFICATIONS