Rooms Division Trainee

Training Plan: Orientation (0,5 month): You will receive orientation to the company and local community and includes learning about our company’s customers, culture, business strategies, etc.; learn about payroll schedules and payroll tax withholding; local training area, housing options, apartment complexes and transportation options; meet key contacts and other employees; receive computer training on company systems; receive orientation to local community including cultural centers, volunteer opportunities, local sporting events, and entertainment venues. Orientation is scheduled to take up to one month and takes places concurrently with the first phase of training. Front Desk Agent (5,5 months): You will learn front desk computer system; check-in/out procedures; promote Preferred Guest Program; maintain a house bank and make a deposit and accurate report of receipts daily; group arrivals procedures, guest room assignment and control; walk over procedures; hourly house counts; sell-out controls; room key controls; up-selling techniques; and resolve guest concerns. You will learn the duties of handling incoming phone calls, set up wake up calls, assist with all requests from guests and communicate with all departments, route emergency calls by providing good customer service skills by phone with the guests. You will receive introduction to PMS (OnQ), supporting services (Kipsu and HotSOS). Rooms Controller Agent (3 months): You will learn and assist in operations as a rooms controller and learn about operations from behind the front desk; learn to ensure that all groups are keyed and checked in, meal coupons are organized per the group specifications, and billing is noted in all reservations; learn to coordinate arrivals of groups such as tour and travel reservations, large conventions, and daily airline crew; learn to utilize the Best Guest report and prepare for the arrivals of members of the loyalty program; learn to analyze the daily occupancy and reach out to airport subsidiaries that accommodate distressed passengers. Front Desk Supervisor (3 months): You will learn to oversee the front desk agents; learn to handle walk over procedures; maintain hourly house counts; sell-out controls; room key controls; learn to train staff on upselling techniques; resolve guest concerns; assign tasks to front desk agents; provide training and support to front desk agents; maintain all front desk related equipment and a par stock of supplies; strategies to maximize occupancy and revenue; learn to review Housekeeping reports and follow-up; learn front desk manager duties and responsibilities such as yield management, forecasts, scheduling and staffing processes and daily management meetings. Requirements: You have a hospitality degree from a post-secondary academic education with a minimum 2-year full-time course, approved by the Ministry of Education, and Recent relevant work experience in the (ultra) luxury hotel industry Or: You have 5 years of recent relevant work experience in the (ultra) luxury hotel industry