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. The program provides hands-on operational leadership experience, administrative and strategic exposure, and a strong foundation in luxury service excellence.

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.
• Act as a point of contact for guests, resolving concerns promptly and professionally.
• Lead and participate in daily showtimes meetings, operational briefings, and communication sessions.
• 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.
• 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.
• 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

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.

Leadership Development Objectives

• Develop leadership and coaching skills through direct supervision of colleagues and operational teams.
• Build expertise in Front Office and Housekeeping management.
• Gain experience in workforce planning, labor management, and operational finance.
• Learn guest recovery and luxury service delivery techniques.
• Strengthen decision-making, problem-solving, and communication skills.
• Develop the ability to lead cross-functional initiatives and effectively collaborate with departments throughout the hotel.
• Build readiness for future Rooms Division leadership positions.

Qualifications

• 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.

Program Structure & Career Path

• Training Duration: 12 months with rotations through Rooms operations.
• Performance Evaluations: 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: Rooms Supervisor → Assistant Manager.

Compensation & Benefits

• Salary Range: $28.00-$29.50/hour
• Benefits Included for Full-Time Colleagues:
• 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 you and your family (employee paid partial premiums)
• Basic Life Insurance, AD&D, and Short-Term Disability (company paid)
• Long Term Disability, Additional Life Insurance, Child Life, Spouse Life, Pet Insurance, ID Theft Protection Coverage, Prepaid Legal, Critical Illness, Hospital Care, Accidental Injury Supplemental Plans (available for purchase)
• 401k plan with Roth option and employer match
• Free meals while on duty
• Uniforms and cleaning of uniforms
• Free and discounted hotel stays
• Discounted parking
• Guidance Resources – company paid benefit for personal counseling