Rooms Division Leadership Trainee-Full Time

About the Role

The Langham Leadership Trainee Program (LLTP) at The Langham, Chicago is a structured leadership development program designed to cultivate future Rooms Division leaders within a luxury hospitality environment. Through rotational exposure across Front Office, Housekeeping, Guest Services, Concierge, and Quality operations, the LLT will gain comprehensive experience in all aspects of the guest journey. This role provides hands-on operational leadership experience, administrative and strategic exposure, and a strong foundation in luxury service excellence. LLT will develop a group of high potential individuals to develop skills in company growth. Leadership capability, operational discipline, financial acumen, and a deep understanding of how the various Rooms Division departments work together to deliver exceptional guest experiences while driving business performance.

Key Responsibilities

Operational Leadership

• Support daily operations across Front Office, Housekeeping, Guest Services, Concierge, and other Rooms Division functions, ensuring service standards are upheld and operational efficiency is maintained.
• Supervise and coordinate departmental activities during assigned shifts, providing guidance and support to colleagues while ensuring seamless service delivery.
• Act as a point of contact for guests, resolving concerns promptly and professionally to ensure a luxury guest experience.
• Lead and participate in daily showtimes meetings, operational briefings, and communication sessions to align teams and communicate priorities.
• Develop a thorough understanding of room product delivery, guest arrival and departure processes, VIP guest management, and service recovery practices.
• Support the execution of room inspections and quality assurance initiatives to ensure product and service excellence.
• Participate in Manager-on-Duty responsibilities as assigned.

Administrative & Strategic Support

• Assist with scheduling, payroll reporting, labor management, and productivity tracking within Rooms Division departments.
• Maintain and update key operational documents including:
• Guest profiles and preferences
• Room inventory systems and reports
• Housekeeping logs
• VIP arrivals and special requests
• Operational communication logs
• Rooms Division Standard Operating Procedures (SOPs)
• Support inventory management of housekeeping supplies, guest amenities, linens, uniforms, and operational equipment.
• Assist with onboarding activities, 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 leadership with special projects and continuous improvement initiatives.

Quality and Guest Experience

• Ensure all guest interactions and service delivery align with Langham brand standards and luxury hospitality expectations.
• Monitor and manage guest service requests through HotSOS, ensuring timely completion, follow-up, and reporting.
• Analyze guest feedback from Review Pro, Forbes, and Coyle Audits, online reviews, surveys, and direct guest interactions to identify trends and opportunities for improvement.
• Partner with Quality and Learning & Development teams to:
• Maintain and update Standard Operating Procedures
• Facilitate training, execution and tracking
• Support brand standard compliance initiatives
• Conduct room inspections, public area inspections, and service audits to ensure quality standards are consistently met.
• Support sustainability programs, including Earth Check initiatives and environmental responsibility efforts.
• Maintain records and distribute meeting minutes for Rooms Division leadership meetings, quality reviews, and operational discussions.
• Assist with VIP guest arrivals, recovery opportunities, and special guest experience initiatives.

Requirements & Tech Stack

• Property Management Systems (PMS)
• HotSOS
• Microsoft Office
• Review Pro
• Forbes
• Coyle Audits
• Earth Check

Qualifications

Education & Experience

• Required:
• Recent College Graduate with a bachelor’s degree or above in Hospitality or Tourism Management.
• Work experience in any hotel for at least 6 months but not more than 24 months.

Job Knowledge, Skills & Abilities

• 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 while maintaining exceptional attention to detail.
• Strong leadership presence with the 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.
• Demonstrated ability to think strategically and understand how all areas of the Rooms Division contribute to overall hotel performance.

Program Structure & Career Path

• Training Duration: 12 months with rotations through Rooms operations.
• Performance Evaluations: Performance will be evaluated based on operational execution, leadership capability, guest satisfaction outcomes, and project delivery.
• Upon completion, candidates will be placed in an open-leadership role within the Rooms Division based on performance and business needs.
• Potential Career Path (based on placement): Rooms Supervisor → Assistant Manager