PM Hotel Group | Summer 2026 L+D and Brand Performance Intern | Support Center

PM New • Chevy Chase Village, MD

1d • Hybrid

About The Position

The Summer 2026 L+D & Brand Performance Intern will join PM’s Support Center for a structured 9‑week immersive experience at the intersection of guest experience insights, brand standards, service training, and operations support . You’ll contribute real work - assisting with brand audits, designing micro‑training, building tools for hotel leaders, refreshing service playbooks, and delivering a capstone project that measurably improves guest experience or operational consistency. Expect hands‑on collaboration with Brand Performance, Operations, People + Culture, and property teams. What You’ll Learn & Do ⭐ 1) Guest Experience Insights & Brand Standards Analyze guest feedback (e.g., surveys and online reviews) to spot trends and root causes. Assist with brand standard and quality assessments; help translate findings into clear action plans. Support follow‑ups with property leaders to close gaps and sustain improvements. ⭐ 2) Training Design & L+D Activation Help design micro‑trainings and lineup materials (3–5 minute modules) that drive daily behavior. Refresh onboarding and service tools so associates can deliver brand promise confidently. Pilot training at one property (or team), gather feedback, and refine materials. ⭐ 3) Service Culture & Consistency Contribute to a service playbook that defines PM’s core touchpoints (arrival, problem‑solve, farewell). Create job aids, checklists, and guides that make standards easy to understand and adopt. Partner with leaders to integrate training into pre‑shift lineups and team rhythms. ⭐ 4) Digital & Reputation Storytelling Assist in improving digital “first impressions” (photos, descriptions, amenities, positioning). Summarize reputation insights into concise weekly snapshots for hotel leaders. Support property teams with clear recommendations to elevate online sentiment. ⭐ 5) Tools, Data & Reporting Build simple dashboards or one‑page scorecards that visualize guest and brand performance. Create reusable templates (audit summaries, service checklists, training guides) for hotels. Document processes for repeatable, scalable use across the portfolio. ⭐ 6) Cross‑Functional Collaboration Work with Operations, F+B, People + Culture, and Revenue teams to align brand priorities. Support rollout of new brand programs, amenities, or seasonal service campaigns. Contribute to creative projects for lifestyle and independent hotels (storytelling, collateral).

Requirements

• Pursuing a degree in Hospitality or Organizational Leadership .
• Passionate about guest experience, service culture, and brand storytelling.
• A clear communicator - visually and verbally - with strong organizational skills.
• Comfortable turning insights into practical tools for frontline teams.

Nice To Haves

• Experience with training content, reputation platforms, or brand standards.

Responsibilities

• Analyze guest feedback (e.g., surveys and online reviews) to spot trends and root causes.
• Assist with brand standard and quality assessments; help translate findings into clear action plans.
• Support follow‑ups with property leaders to close gaps and sustain improvements.
• Help design micro‑trainings and lineup materials (3–5 minute modules) that drive daily behavior.
• Refresh onboarding and service tools so associates can deliver brand promise confidently.
• Pilot training at one property (or team), gather feedback, and refine materials.
• Contribute to a service playbook that defines PM’s core touchpoints (arrival, problem‑solve, farewell).
• Create job aids, checklists, and guides that make standards easy to understand and adopt.
• Partner with leaders to integrate training into pre‑shift lineups and team rhythms.
• Assist in improving digital “first impressions” (photos, descriptions, amenities, positioning).
• Summarize reputation insights into concise weekly snapshots for hotel leaders.
• Support property teams with clear recommendations to elevate online sentiment.
• Build simple dashboards or one‑page scorecards that visualize guest and brand performance.
• Create reusable templates (audit summaries, service checklists, training guides) for hotels.
• Document processes for repeatable, scalable use across the portfolio.
• Work with Operations, F+B, People + Culture, and Revenue teams to align brand priorities.
• Support rollout of new brand programs, amenities, or seasonal service campaigns.
• Contribute to creative projects for lifestyle and independent hotels (storytelling, collateral).

Benefits

• Hands‑on experience integrating Brand Performance and L+D to drive service excellence.
• Mentorship from seasoned leaders and collaboration with property teams.
• A polished capstone deliverable—ready for your portfolio and resume.
• Practical skills in training design, insights storytelling, and operational alignment.
• A pathway to roles in guest experience, quality assurance, brand strategy, or training .

What This Job Offers

• Job Type: Full-time
• Career Level: Intern
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees