Manager Trainee Rooms Division

Your day‑to‑day:

Every day is different, but you’ll mostly be:

• Supporting Front Office and Guest Relations daily operations to ensure consistent, high‑quality guest experiences.
• Assisting with the welcoming and engagement of VIPs, repeat guests, and special attention guests.
• Supporting the handling of guest feedback, concerns, and service recovery cases with professionalism and empathy.
• Willingness to participate in rotational training assignments across all departments within the Rooms Division, including Front Office, Guest Relations, Club Lounge, Housekeeping, and other related operations.
• Learning to monitor guest satisfaction scores, online reviews, and feedback platforms, and assisting with improvement initiatives.
• Coordinating with Front Office, Club Lounge, Housekeeping, Food & Beverage, and other departments to enhance the guest journey.
• Assisting with maintaining guest profiles, preferences, and loyalty recognition within the hotel systems.
• Participating in coaching, mentoring, and onboarding of Guest Relations and Front Office colleagues under leadership guidance.
• Supporting preparation of reports related to guest feedback, trends, and service quality.
• Learning and ensuring compliance with brand standards, SOPs, and service excellence guidelines.
• Representing the hotel as a brand ambassador, delivering warm, professional, and genuine service at all times.
• Serving as the Manager on Duty for Front Office functions as assigned, making operational decisions and supporting team members under the guidance of department leadership.
• Taking on leadership responsibilities and managing Front Office operations during assigned shifts, ensuring service standards, guest satisfaction, and operational excellence are consistently maintained.
• Commitment to successfully completing 12 to 18-month Management Trainee Program designed to prepare future hospitality leaders.

Experience Needed:

• Previous experience in Front Office, Guest Relations, or a similar guest‑facing hotel role, preferably within a 4‑ or 5‑star environment.
• Strong interpersonal, communication, and interpersonal skills with a willingness to learn leadership responsibilities.
• A guest‑focused mindset with basic experience or interest in service recovery and problem solving.
• Fluent in English; additional languages are an advantage.
• Professional appearance, attention to detail, and a positive attitude.
• Basic knowledge or willingness to learn hotel PMS systems and guest satisfaction platforms.
• Ability to work in a fast‑paced, guest‑focused environment.
• Flexibility to work shifts, weekends, and public holidays.
• A degree or coursework in Hospitality or Hotel Management is preferred but not required.

 

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?