The placement focuses on the Front Office operations. The duration of training spent the department is subject to adjustment and change depending on hotel business level.

 

 

The placement includes the departments and position as listed below. The duration of training spent in each department and rotation are subject to adjustment and change depending on hotel business level.

 

 

 

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 with 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.

 

 

 

 

In the Reservations Department the management trainee will work alongside the Reservations Manager improve knowledge and skills pertaining to Reservations & Revenue Management. Tasks and duties include but are not limited to answering reservation calls, telephone etiquette, reservation procedures, group booking processes, credit policies, room forecasts, yield management strategies, travel agent bookings, revenue reporting systems, transient sales procedures, room allocation strategies, and selling and negotiation techniques.

 

 

 

In the housekeeping department, the management trainee will work alongside the Executive Housekeeper to improve knowledge and enhance skills in control, storage and record keeping of inventory, supplies, materials, uniforms and linens, room attendant’s and public space attendant’s responsibilities, inspection procedures, scheduling and staffing, safety and emergency procedures, communication with front desk, occupancy lists, housekeeping reports, department meetings and guest complaint handling.

 

Furthermore, the management trainee will be given special projects including but not limited to laundry room organization and controls, housemen special projects and housekeeping staff line up training projects.

The management trainee will also assist with the day-to-day operations of the Housekeeping department; provide training, coaching, and counseling to all housekeeping employees; facilitate hiring process, including interviewing, training, and evaluating job performance; provide ongoing training and development to all positions; interact with all employees in the Housekeeping Department; evaluate, coach, counsel and provide leadership support; conduct inspections of guest rooms to ensure compliance with cleanliness and provide feedback to room attendants; manage administrative duties, including payroll and operating expenses; assist in scheduling room, turndown, mini-bar and linen attendants in accordance with staffing guides/ productivity requirements; review and adjust staffing daily to ensure optimum staffing levels; supervise the performance of room attendants and general cleaning and take appropriate action to correct deficient conditions, behavior and work practices.

 

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.

 

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.

 

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor.

 

This document does not create an employment contract, implied or otherwise, other than an "at will" employment agreement.

 

I hereby certify that I have reviewed and understand all elements of this job description and will fully comply as an employee of The Hay-Adams.