In the Front Office department, the management trainee will get acquainted with the Concierge, PBX, Bell & Door staff as well as the Lobby Ambassador and all related tasks and duties.

The management trainee will conduct the daily operations at the Front Desk along with the Duty Manager to ensure smooth communications and maximum guest satisfaction in accordance to the hotel’s standards of excellence.

Further tasks include but are not limited to the following; acting as the main contact for guests and other hotel departments in the absence of the Duty Manager, ensuring efficient guest check in and check out, ensuring FD and PBX follows established policies and procedures, ensuring that guest complaints and problems are resolved satisfactory and in a timely fashion, guiding and training of new hires at the FD and PBX, assisting Front Office Manager in various projects (including but not limited to Payroll, Valet Parking, Scheduling, Recruitment, Training), reviewing arrivals and departure reports, checking all VIP and special requests reservations, block their rooms accordingly and communicate with related departments to ensure highest guest satisfaction attainable, reviewing of daily room availability, checking status of departures, relaying all pertinent information to fellow management trainees in the department as well as the Duty Manager and the following shifts team members.

Qualifications:

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: High School diploma, general education degree or international equivalent required. College degree preferred.

License/Certification: Valid US driver’s license preferred; J1 Visa

Experience: Previous Front Office experience in a luxury property preferred. Previous customer service and general computer experience required. Property Management Software experience preferred.

Basic Expectations: Perform all job duties and responsibilities in accordance with the Hay Adams handbook, the department operation manual as well as all hotel policies and procedures

Supervisory Responsibilities: This position has no direct supervisory responsibility. Indirectly the Rooms Division Management Trainee (Front Office) will assist in the supervision of the bell and door staff monitoring activities and ensuring all staff adhere to the standards of excellence. Furthermore, the Rooms Division Management Trainee (Front Office) will assist the Front Office management with emergency situations in the hotel and hotel evacuations.

Language Skills: Good knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to listen to, read and/or write instructions, memos, short correspondences and messages. Second language preferred.

Mathematical Skills: Must have good mathematical skills, ability to add, divide, subtract and multiply six-digit numbers with decimals. two-digit numbers. Must be able to calculate percentages and discounts.

Reasoning Ability: Ability to carry out detailed instructions in both written and oral manner using common sense and understanding. Ability to deal with problems and situations in a calm and professional manner. Ability to multitask handling many different situations at one time, prioritizing problems and resolving them satisfactory.

Physical Ability: Ability to stand in a confined environment and use a computer screen for long periods. Ability to spend long hours moving around, walking, sitting, standing and crouching while performing other duties. Must be able to multitask, talk and listen simultaneously while guests are standing at the Front desk and the phone is ringing. Ability to work well under pressure and perform during emergency situations. Ability to occasionally lift bags up to 25lbs.

Standards of Conduct:

The high ethical standards of The Hay-Adams must be upheld by all members of the company. The policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, etc., stated in the employee handbook and manuals are inviolable. We pride ourselves on providing a professional caring atmosphere for clients and all fellow employees and will achieve this goal through responsible actions.