Rooms Division Langham Leadership Trainee-Full Time - The Langham, Chicago
About The Position
The Langham Leadership Trainee Program (LLTP) at The Langham, Chicago is a structured 12-month leadership development program intended to prepare future Rooms Division leaders in a luxury hospitality environment. The trainee rotates through Front Office, Housekeeping, Guest Services, Concierge, and Quality operations to gain experience across the guest journey and develop operational leadership, administrative, strategic, financial, and service skills. The role supports daily Rooms Division operations, supervises and coordinates activities during assigned shifts, assists with guest concerns and service recovery, and participates in operational briefings, room inspections, quality assurance, and Manager-on-Duty responsibilities as assigned. Administrative work includes supporting scheduling, payroll reporting, labor and productivity tracking, operational records, inventory, onboarding, training, reporting, forecasting, purchasing, cost control, and special projects. The trainee helps uphold Langham brand standards by monitoring guest requests through HotSOS, reviewing guest feedback and audit results, supporting SOPs and training, conducting inspections and service audits, and assisting with VIP arrivals and guest experience initiatives. The program includes mentorship by the Director of Rooms and performance evaluations based on operational execution, leadership capability, guest satisfaction, and project delivery. After successful completion, candidates may be placed in an open Rooms Division leadership role based on performance and business needs; potential progression includes Rooms Supervisor and Assistant Manager.
Requirements
- Recent college graduate with a bachelor's degree or above in Hospitality or Tourism Management.
- At least 6 months and no more than 24 months of work experience in a hotel.
- Strong understanding of luxury hospitality service standards and guest experience principles.
- Working knowledge of Property Management Systems (PMS), HotSOS, and Microsoft Office.
- Ability to work effectively in a fast-paced luxury hotel environment with exceptional attention to detail.
- Strong leadership presence and ability to motivate, coach, and develop colleagues.
- Excellent written and verbal communication skills.
- Strong organizational and time-management skills.
- Understanding of housekeeping operations, front office procedures, revenue awareness, and guest service recovery.
- Knowledge of workplace safety, sanitation standards, and emergency procedures.
- Ability to analyze operational data and make informed business decisions.
- Ability to think strategically and understand how Rooms Division areas contribute to overall hotel performance.
Responsibilities
- Support daily operations across Front Office, Housekeeping, Guest Services, Concierge, and other Rooms Division functions.
- Supervise and coordinate departmental activities during assigned shifts, guiding colleagues and supporting seamless service delivery.
- Serve as a guest contact and resolve concerns promptly and professionally.
- Lead and participate in daily showtime meetings, operational briefings, and communication sessions.
- Learn room product delivery, guest arrival and departure processes, VIP guest management, and service recovery practices.
- Support room inspections and quality assurance initiatives.
- Participate in Manager-on-Duty responsibilities as assigned.
- Assist with scheduling, payroll reporting, labor management, and productivity tracking.
- Maintain operational documents, including guest profiles and preferences, room inventory reports, housekeeping logs, VIP arrival information, communication logs, and Rooms Division SOPs.
- Support inventory management for housekeeping supplies, guest amenities, linens, uniforms, and operational equipment.
- Assist with onboarding, training initiatives, and colleague engagement programs.
- Prepare operational reports, occupancy forecasts, service performance summaries, and departmental communications.
- Participate in purchasing, forecasting, labor reviews, and cost-control initiatives.
- Assist leaders with special projects and continuous improvement initiatives.
- Ensure guest interactions and service delivery meet Langham brand standards and luxury hospitality expectations.
- Monitor guest service requests through HotSOS and ensure timely completion, follow-up, and reporting.
- Analyze feedback from Review Pro, Forbes and Coyle Audits, online reviews, surveys, and direct guest interactions to identify improvement opportunities.
- Partner with Quality and Learning & Development teams to maintain SOPs, facilitate and track training, and support brand-standard compliance.
- Conduct room and public-area inspections and service audits.
- Support Earth Check sustainability initiatives and other environmental responsibility efforts.
- Maintain records and distribute meeting minutes for Rooms Division leadership meetings, quality reviews, and operational discussions.
- Assist with VIP guest arrivals, service recovery, and special guest experience initiatives.
- Develop leadership and coaching skills through direct supervision of colleagues and operational teams.
- Build expertise in Front Office and Housekeeping management, workforce planning, labor management, and operational finance.
- Develop guest recovery, decision-making, problem-solving, communication, and cross-functional collaboration skills.
Benefits
- Vacation pay and sick/personal time in accordance with Chicago Paid Leave and Paid Sick Leave Law
- Paid holidays
- Medical, dental, and vision insurance for the employee and family, with partial premiums paid by the employee
- Company-paid basic life insurance, AD&D, and short-term disability
- Optional long-term disability, additional life insurance, child life, spouse life, pet insurance, ID theft protection, prepaid legal, critical illness, hospital care, and accidental injury supplemental plans
- 401(k) plan with Roth option and employer match
- Free meals while on duty
- Uniforms and uniform cleaning for applicable positions
- Free and discounted hotel stays
- Discounted parking
- Company-paid Guidance Resources benefit for personal counseling
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
