What are the responsibilities and job description for the Rooms Division Intern position at IHMS LLC.?
Job Title: Rooms Division Intern
Reports to: Director of Housekeeping
Department: Housekeeping
POSITION OVERVIEW:
We are seeking a skilled and enthusiastic Rooms Division Intern to join our team and help to support and oversee the housekeeping and laundry departments, ensuring smooth departmental operations, ensuring the highest levels of cleanliness, guest service and satisfaction.
Supervisory Training in BOH Services Operations Management
- This phase of the program the Participant’s training will be focused on Supervisory Training in Back-of-House Operations Management to develop the skills and knowledge necessary to learn how to effectively manage BOH Operations.
- Participant will learn about key aspects of BOH/Housekeeping Management, including inventory control, staff scheduling, equipment maintenance, and quality control. They will also be introduced to best practices for ensuring smooth and efficient operations in the BOH Operations Department. Key objectives for this phase will include learning the role of a BOH/Housekeeping manager in a hospitality setting and specifically the expectations for this position at The Pierre.
- They will learn how to implement quality control measures, effectively schedule staff, and the rules of shift coverage in order of seniority and all aspects of scheduling in a Union environment. They will also learn the Union labor laws and collective bargaining agreements as it pertains to this Unionized department.
- The Trainee will learn about the Labor Union rules and regulations, collective bargaining agreements and how those affect all staffing and scheduling procedures within the department. They will learn the department’s cleaning procedures, attention to detail, time management, inventory management, problem solving, compliance and safety, and overall teamwork.
- The Participant will learn through attending workshops on inventory management and cost control, training sessions on staff scheduling and performance management, shadowing experiences managers and supervisors to observe daily operations and participating in hands-on projects.
- The Participant will receive day-to-day feedback to help improve overall performance and add structure to their learning experience. After each phase is completed, they will receive a review to ensure that they are prepared to continue onto the next phase of training. A final evaluation will be provided for the overall training period. The review will include the overall learning and development of the Participant.
- They will focus on learning the positions only to understand standards, management, and leadership to advance their supervisory skills in this department.
Facilities Operations & Housekeeping Management
- Intern will learn a working knowledge of laundry service including different types of fabrics and their care requirements, understanding of laundry equipment and machinery, training on sorting, washing, drying and ironing techniques for various linens, towels and garments. Awareness of laundry inventory management will be taught.
- They will learn an understanding of the turndown service procedure and its important in enhancing guest comfort and satisfaction. Training on delivering turndown service with attention to detail, consistency, and discretion.
- During this phase Thanksgiving, Christmas, Hannukah and Diwali events, holiday door decorating contests and special Taj events spearheaded from Corporate will also be part of the Cultural experience. Also, The Pierre offers suggestions regarding Volunteer days as well.
- For this phase the Trainee will learn guest service standards, skills that will be worked on include communication skills, guest engagement, problem solving, empathy and sensitivity, anticipation and proactivity, and product and service knowledge.
- Role-playing exercises to handle various guest requests, complaints, and inquiries.
- Emphasis on maintaining professionalism, confidentiality, and empathy in guest interactions.
- Introduction to VIP guest handling and special requests.
- Shadowing experienced staff during room inspections and guest interactions.
- Regular evaluations and feedback will be offered to assess the Intern’s progress, performance and learning. At the end of each phase the Intern will receive a review to ensure that they are prepared to continue to the next phase of training.
Guest Interaction and Conflict Resolution
- The Participant will be assigned hands-on training activities related to the importance of guest satisfaction and the level of service expected at this 5-star luxury property to ensure positive guest experience and highest level of return customers.
- The specific goals and objectives for this phase are to develop strong communication skills, enhance conflict resolution abilities, learn how to improve guest satisfaction levels and how to foster a positive guest experience.
- Shadowing, hands-on learning, role-playing scenarios to practice responding to various guest requests, feedback and complaints, and class-room type training to learn techniques for de-escalating difficult situations and resolving conflicts with guests and effective communication.
- Ongoing review of guest comment cards and customer interactions will be covered with the participant. The supervisor will listen to customer interactions with the participants to verify knowledge of the hotel's services and amenities. The participants will be tested to show their understanding and execution of these skills. The participant will receive daily feedback based on their performance to help the participant demonstrate proficiency.
Salary : $24