Hospitality is a team sport – it takes many individuals collaborating toward team objectives to keep an organization running efficiently and effectively. Within a hotel or extended stay accommodation, that usually involves many smaller teams under the organizational umbrella, each focusing on a critical function of operations. If any of these teams are struggling, that almost immediately impacts all other areas. so, organizations need to appoint strong leadership amongst their teams to ensure things run smoothly.

The Front Desk Team

As often the first point of contact for guests staying at an extended stay facility, the front desk team is responsible for crafting a strong first impression. Generally, a Front Desk Supervisor or Manager leads this function of the organization and provides direction and guidance to other front desk team members daily. In addition to the checking in and out of guests, the daily responsibilities of the front desk team include:

• Responding to guest inquiries, concerns, or complaints – achieving efficient and timely resolution of any issues.
• Managing reservations – includes reviewing and reporting rate availability and updating and monitoring room status regularly.
• Directly collaborating with the housekeeping team to efficiently and accurately schedule cleaning responsibilities.
• Coordinating with the maintenance team to ensure any necessary repairs are made to guest rooms or common areas.
• Communicates any guest issues or other causes for concern to management to ensure resolution.

While most remembered for checking guests in and out of a hotel or extended stay accommodation, the front desk team is working behind the scenes all other times to ensure the facility runs smoothly and guests have a great experience.

The Housekeeping Team

Another absolutely critical team for ensuring a pleasant guest experience and overall hotel success is the housekeeping team – usually made up of multiple housekeeping staff led by a supervisor or manager. Most of what this team does daily is common knowledge – cleaning and preparing guest rooms for new arrivals, room and/or guest laundry, cleaning common spaces within the hotel, etc. While not as customer-facing as other teams, housekeeping does occasionally interact with guests, especially those staying long-term in an extended stay facility. They must greet guests and interact with them in a positive manner, addressing any questions or concerns quickly.

Housekeeping also interacts regularly with other hotel teams – most often the front desk. Collaboratively, these teams note and respond to any room or reservation issues, perform room inspections for cleaning quality, and manage any lost or left-behind items from guests. The Housekeeper Supervisor leads their team in these efforts. This leader also coordinates and conducts training and development within the housekeeping team and ensures that they are provided a safe work environment to carry out their role and are well-versed in all necessary safety and security procedures and protocol.

The Maintenance Team

While much of what’s done in keeping an extended stay hotel clean and presentable is handled by the housekeeping team, the maintenance team and its members also play an important role. Also, this team works daily to keep the facility and grounds safe and free from any hazards. This involves conducting regular preventive and ad hoc maintenance in guest rooms and common spaces. Generally, when housekeeping or other staff notes a maintenance issue, the team creates a work order and carries out necessary repairs or adjustments. The maintenance team must keep diligent records of work orders as well as accurately record their completion.

The work of the maintenance team extends beyond the building’s interiors. This team also handles landscaping and keeping outside areas like the parking lot and surrounding grounds free of trash or debris. This not only keeps these spaces looking clean but also ensures no safety hazards.

The Management Team

Most extended stay hotels operate with a team of individuals on a management team leading efforts. The team structure and roles within this team vary but generally include a General Manager (GM), an assistant manager, and a few other contributors. Single site managers often then report directly to a District Manager as well.

Reporting up to the management team are the leaders of each of the above-mentioned teams. It is the GM’s responsibility to recruit strong department leaders, train them adequately, and provide ongoing support so they can lead their respective teams effectively consistently. That involves ongoing coaching, resources, motivational efforts, and opportunities to advance.

Interested in Joining a Winning Hospitality Team in 2023?

Securing a role on a strong team within a strong hospitality organization is an important contributing factor when it comes to job satisfaction and growth potential. No matter what role an individual plays, in an industry where teamwork and collaboration are critical, team strength is key.

We place just as much emphasis on and effort into employee satisfaction as we do on the guest experience. We strive to be the hotel and hospitality employer of choice. How do we do that? It’s a combination of effective training programs, growth opportunities, clear communication, and competitive compensation and benefits. If that is what you’re looking for in a team, we encourage you to visit our job database, which includes all current opportunities at each of our over fifty locations nationwide. From housekeeping to maintenance or the front desk, current opportunities span all hotel functions. Whether you are looking to lead a team or simply contribute to a leading team in hospitality, we’ve likely got a position for you!