Safe Stays Team Lead - Temp Housing

The Safe Stays Team Lead will manage the Safe Stays Hotel Coordinators in their day-to-day roles. In this role, you will ensure that we are fully supporting our clients by providing ongoing training and support and lead the team to be successful. The Team Lead is expected to be a sharp, high-energy, detail-oriented individual who possesses excellent interpersonal skills, telephone etiquette and verbal communication skills.

Summary/objective
The Business Lodging Safe Stays Team Lead will manage the Safe Stays Hotel Coordinators and Business Lodging Safe Stays Account Managers in their day-to-day roles. In this role, you will ensure that we are fully supporting our clients by providing ongoing training and support and lead the team to be successful. The Team Lead is expected to be a sharp, high-energy, detail-oriented individual who possesses excellent interpersonal skills, telephone etiquette and verbal communication skills.

Essential functions (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)

• Customer Service
• Confirm client reservations.
• Verify hotel has received our reservation and has all the needed payment information on file.
• Maintain high customer service standards by educating the team on consistent processes and best practices, resolving quality and customer service problems, and by recommending system improvements.
• Work with team to ensure all SLAs are met.
• Develop relationships with our hotel partners and work with them to ensure consistently positive guest experiences.
• Meet with Reloshare, elicit feedback, and build relationships.

Audit files

• Ensure that bookings are audited and corrected.
• Assist Director in identifying areas that need additional training.
• Escalate unresolved issues to the Manager or Director.
• Staff Development
• The Business Lodging Safe Stays Team Lead will assist the Manager in training the staff to ensure the highest levels of customer service.

Recruiting and Hiring

• Encourage referrals and recruit quality candidates.
• Review resumes.
• Assist with screening and interviewing candidates.
• Assist Manager to ensure processes all have appropriate documentation.
• Train new hires in department procedures and best practices.
• Accomplish results by communicating job expectations, planning, monitoring, and appraising job results.
• Provide direction to team members, including constructive criticism and positive feedback to support personal development and ongoing improvement.
  

Company Profitability

• The Business Lodging Safe Stays Team Lead will work with the Manager and Director to lead and motivate the team to achieve departmental placement and revenue goals.
• Maximize company profitability by educating the team on consistent processes and best practices, resolving quality and customer service problems, and by recommending system improvements.
• Ensure that all placements meet or exceed margin and revenue share guidelines.
• Work with the accounting team and our hotel partners to address any billing issues and reduce any potential loss.
• Report any potential losses to the Manager and Director.
  

Staffing Coverage

• The Business Lodging Safe Stays Team Lead will take over the Manager’s job duties when they are training new hires or when away from their desk.
• Communicate coverage needs with Manager and Director.
• Be readily available for assistance with staff questions.
  

Other

• Assigning new referrals and placements.
• Taking over the Manager’s job duties when they are unavailable.
• Assist with the team members’ job duties when they are unavailable.
• Assist the team with placements, as volume dictates.
• Assist the Manager with company and client reports, as needed.
• Assist Business Lodging team as needed.
• Perform other projects and tasks as required.
  

Competencies

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Proficiency with MS Office and Internet Explorer with remote office set up.
• Excellent leadership and people management skills.
• Strong customer service skills.
• Handles pressure well.
• Possess strong telephone skills with the ability to identify key issues, evaluate facts and recommend appropriate action.
• Professional verbal and written communication skills.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Remote employees are expected to be available and communicative during scheduled work hours.

Physical & Mental Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Prolonged requirement to sit whilst completing computer and desk-based tasks.
• Must be available during the core hours of 7:00AM to 7:00PM CST. During any THD designated catastrophe you may be required to work additional hours including evenings and weekends.
• Business Lodging Safe Stays Manager will assist in after hours on call nights, weekends, and holidays.
  

Travel required
Must be able to travel for client meetings, staff training and team building which may include overnight stays in a hotel.

Required education and experience
2+ years of Relocation, Management or Hotel experience preferred.

Preferred education and experience
Bachelor’s degree in business, communications, hospitality, or related field preferred.

Additional eligibility requirements
N/A

Affirmative Action/EEO statement
Alacrity is an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All decisions pertaining to an employee’s employment are made without regard to race, color, religion, sex (including sexual orientation, pregnancy, childbirth), gender, gender identity or expression, age, national origin, ancestry, physical or mental disability, medical condition, reproductive health decisions, veteran’s status, genetic information, creed, marital status, disability, citizenship status, or any other characteristic protected by applicable law.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.

Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Good-Faith Estimate (including bonus or commission)

The posted compensation range represents an estimate and may include both base salary and variable components such as commission and performance-based bonuses. Total compensation will ultimately be determined based on the candidate’s experience and qualifications.

General Description of Benefits

Alacrity Solutions offers a comprehensive benefits package, including but not limited to medical, dental, and vision coverage, paid time off, a health savings account, and an employee assistance program.

Work Schedule

• Full Time, 80.00 hours per pay period (2 weeks)
• Monday–Friday, 8:00 AM–5:00 PM CST

How to Apply

Click the Apply button on this site. You will be linked to the Alacrity Solutions Career Page. Our career page can be found at https://www.alacritysolutions.com/about/careers/#current

Personal Information Retention Policy

Personal information will be retained for a minimum period of one year in accordance with applicable policies and regulatory requirements.

Post Closing Date

This position will be open for a minimum of three days and until a top applicant is identified.