Management Trainee - Rooms Division

B.F. Saul Company Hospitality Group • Washington, DC

1d • $19 - $21 • Onsite

About The Position

Steeped in rich history and surrounded by the most iconic institutions of our nation, The Hay-Adams is the downtown Washington, D.C. hotel for discerning guests. Enveloped by views of the White House, St. John’s Church, and the scenic Lafayette Park, the 5-star accommodations at The Hay-Adams are the embodiment of refined residence. Marked by Washington, D.C.’s most accommodating amenities and dedicated services, The Hay-Adams is the boutique hotel of choice for the modern luxury traveler. The Hay-Adams offers an exceptional guest experience that goes beyond a good night’s sleep.

FRONT OFFICE (6 months) 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.
RESERVATIONS (3 months) In the Reservations Department the management trainee will work along side 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.
HOUSEKEEPING (3 months) In the housekeeping department, the management trainee will work along side 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 attendantâs 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.
Note: 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.

Requirements

• College degree or international equivalent required.
• Previous customer service experience required.
• General computer experience required.
• Excellent knowledge of the English language is mandatory.
• Ability to speak, read, and write clearly.
• Ability to listen to, read and/or write instructions, memos, short correspondences and messages.
• Good mathematical skills.
• Ability to add, divide, subtract and multiply six digit numbers with decimals.
• Ability to calculate percentages and discounts.
• Good understanding of financial documents, daily reports, P&L accounts and budgets.
• 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.
• 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.
• Ability 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 50lbs.
• Uphold the high ethical standards of The Hay-Adams.
• Adhere to policies relative to press relations, equal opportunity, discrimination, sexual harassment, vendor relations, etc., as stated in the employee handbook and manuals.

Nice To Haves

• Previous Front Office experience in a luxury property preferred.
• Property Management Software experience preferred.
• Second language preferred.

Responsibilities

• Conduct daily operations at the Front Desk to ensure smooth communications and maximum guest satisfaction.
• Act as the main contact for guests and other hotel departments in the absence of the Duty Manager.
• Ensure efficient guest check-in and check-out.
• Ensure Front Desk and PBX follow established policies and procedures.
• Resolve guest complaints and problems satisfactorily and in a timely fashion.
• Guide and train new hires at the Front Desk and PBX.
• Assist Front Office Manager in various projects (Payroll, Valet Parking, Scheduling, Recruitment, Training).
• Review arrivals and departure reports, check VIP and special requests reservations, block rooms accordingly, and communicate with related departments.
• Review daily room availability and check status of departures.
• Relay pertinent information to fellow management trainees, Duty Manager, and following shifts team members.
• Improve knowledge and skills pertaining to Reservations & Revenue Management.
• Answer reservation calls, handle telephone etiquette, and follow reservation procedures.
• Manage group booking processes, credit policies, room forecasts, and yield management strategies.
• Process travel agent bookings and utilize revenue reporting systems.
• Execute transient sales procedures, room allocation strategies, and selling and negotiation techniques.
• Improve knowledge and enhance skills in control, storage, and record keeping of inventory, supplies, materials, uniforms, and linens.
• Understand room attendant’s and public space attendant’s responsibilities, inspection procedures, scheduling, and staffing.
• Follow safety and emergency procedures, and communicate with the front desk.
• Manage housekeeping reports, department meetings, and guest complaint handling.
• Organize laundry room and controls, manage housemen special projects, and conduct Housekeeping staff line-up training.
• Assist with day-to-day operations of the Housekeeping department.
• Provide training, coaching, and counseling to all housekeeping employees.
• Facilitate the 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.
• 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.

Benefits

• The Hay-Adams handbook
• Department operation manual
• All hotel policies and procedures
• Professional caring atmosphere for clients and all fellow employees

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level