Rooms Division Manager in Training

About the role

The Inn at Hastings Park, a Relais & Châteaux property in Lexington, Massachusetts, is looking for a Rooms Division Manager in Training. The trainee receives exposure to and support in all aspects of Rooms operations, including Front Office, Guest Experience, Housekeeping and other duties, while providing attentive, courteous and efficient service to all guests.

Key responsibilities

• Respond promptly and courteously to guest requests, problems, complaints and incidents reported at the Front Desk, via reservations, comment cards, letters or phone calls, and follow up to ensure guest satisfaction.
• Develop employee morale, train Front Office staff and ensure execution of Forbes standards.
• Maximize room revenue and occupancy by reviewing room status daily, analyzing rate variance, monitoring credit reports and house counts, and attending daily and monthly upselling and merchandising meetings.
• Prepare employee schedules according to business forecasts, payroll budgets and productivity needs, and maximize no-show revenue through accurate billing.
• Work with Accounting on follow-up items such as rejected credit cards and cashiering discrepancies, and operate the Front Office computer system, including software maintenance, reporting and simple programming.
• Greet guests and answer phones in line with Forbes Standards, handle cash accurately at the Front Desk, and ensure correct communication etiquette.
• Assist in revenue and occupancy forecasting, prepare and deliver messages, packages and mail, and maintain Lost and Found procedures, key control, stationery supplies and VIP and special guest requests.
• Supervise housekeeping, monitor room cleanliness against Forbes Standards, and focus the department on guest satisfaction and audit scores.

Required profile

• At least 1 year of progressive experience in a hotel or related field preferred.
• College coursework in a related field helpful.
• Knowledge of hospitality terms and understanding of Forbes Standards.

Required skills

• Computer knowledge and skills required.
• Front Office computer system operation.

What we offer

• Paid time off of 20 calendar days.
• Medical, vision and dental insurance.
• 401K.
• Discounts at other Relais & Châteaux properties worldwide.