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Rooms Division Manager in Training

The Langham, Boston
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About Langham Hospitality Group

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.

 LHG's approach to hospitality centres on open and genuine interactions with guests, colleagues and the world around us. With dedicated colleagues across four continents, we foster an engaging and respectful workplace to nurture careers, delight guests, and embrace the company's vision to building great memories together.

 

Position Overview

The Rooms Division Manager in Training (MIT) program at The Langham, Boston, is designed to provide hands-on leadership experience across all key areas within the Rooms Division, including Front Office, Housekeeping, and Guest Services. This comprehensive role involves rotational exposure to the daily operations of each department to develop management skills, operational knowledge, and an exceptional guest service orientation within a luxury hotel environment. The MIT will receive mentorship, project experience, and practical training to prepare for future leadership roles in the Rooms Division.

 

Essential Duties & Responsibilities

Operational Leadership

  • Rotate through various roles within the Rooms Division, including Front Office, Housekeeping, and Guest Services, providing support to daily operations and gaining comprehensive exposure to all aspects of department functions to enhance guest service and operational efficiency.
  • Supervise and coordinate department activities to ensure efficient management of guestrooms, staff, and operations during shifts.
  • Act as a point of contact for guests, ensuring issues or concerns are addressed promptly.
  • Lead pre-shift briefings and team meetings to ensure smooth operations and cohesive service delivery.
  • Additional task assigned by Manager in specific rotations.

Administrative & Strategic Support

  • Manage department schedules, payroll reporting, and labor costs to ensure operational efficiency.
  • Maintain key operational documents, including guest preferences, housekeeping logs, and room inventories.
  • Monitor departmental supplies, ensuring adequate par levels are maintained for both housekeeping and front desk operations.
  • Support with HR tasks such as conducting interviews, coordinating training sessions, and supporting recruitment efforts.
  • Provide clerical support, including data entry, preparing reports, and compiling guest feedback.
  • Support in preparing financial forecasts and participate in weekly departmental labor reviews.

Quality

  • Support in the proper sourcing of materials and products to align with sustainability goals, including working with the Sustainability Committee to update EarthCheck metrics.
  • Oversee HotSOS system entries, ensuring all service requests are logged, updated, and resolved promptly. MITs will help generate monthly reports to monitor open tickets and Support in coordinating follow-ups for status checks.
  • Support the Learning & Development team by Supporting with room reservations for training sessions, preparing training materials, and ensuring accurate tracking of training hours.
  • Collaborate with the Quality Leader to review, update, and upload Standard Operating Procedures (SOPs), ensuring they align with guest satisfaction trends and operational needs.
  • Respond to guest feedback across various platforms and create cases for departments to follow up on low-rated responses, ensuring proper follow-through.
  • Ensure continuous enhancement of the guest experience by analyzing feedback and trends from various guest satisfaction channels (surveys, reviews, and direct interactions) and collaborating with departments to implement improvements.
  • Record meeting minutes for monthly Rooms Quality Meetings, ensuring timely distribution and communication of follow-up actions.
  • Analyze inspection data reports from HotSOS, identifying trends, missed points, and areas for operational improvement.

 

Job Knowledge, Skills & Abilities

  • Strong understanding of luxury hospitality service standards and ability to apply these standards across departments.
  • Proficiency in PMS systems and Microsoft Office Suite (Excel, Word, Outlook).
  • Ability to multitask efficiently in a fast-paced environment.
  • Strong leadership and interpersonal skills to engage and motivate teams.
  • Knowledge of safety and security protocols, along with the ability to manage emergency situations effectively.

 

Education & Experience

  • Required:
    • High school diploma or equivalent.
    • At least one year of experience in a hotel or luxury service environment, with exposure to front office, housekeeping, or guest services operations.
  • Preferred:
    • Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
    • Previous leadership experience in a Rooms Division capacity.

 

Certificates, Licenses & Registrations

  • First Aid and CPR certifications (preferred).

 

Work Environment & Physical Demands

  • Ability to stand, walk, and move for extended periods.
  • Ability to lift up to 25 lbs. as needed.
  • Flexibility to work early mornings, nights, weekends, holidays, and extended hours based on business needs.
  • Must be able to handle varying work conditions, including office and guest-facing environments.
  • MITs will have the opportunity to engage in scheduled self-development activities, including training sessions, leadership coaching, and cross-department exposure, to balance operational requirements with personal growth.

 

Program Structure & Career Path

As part of the training, MITs will be mentored by senior leaders to strengthen their decision-making, problem-solving, and communication skills as they progress through various tasks and leadership responsibilities. This role is part of a structured development program aimed at preparing future Rooms Division leaders within Langham Hospitality Group.

  • Training Duration: 12 months with rotations through various Front Office, Housekeeping, and Guest Services departments.
  • Performance Evaluations: Performance evaluations will occur regularly throughout the program, with formal feedback sessions from mentors to ensure continuous development and success.
  • Successful candidates would have the opportunity to apply for assistant management positions should they come available.