Hotel Manager Team Leader

Benefits:

• Employee discounts
• Free uniforms

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.

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 response 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

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 need(s). 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.

This role demands frequent interaction with customers and the…