Manager Trainee Rooms Division

InterContinental 62s Group plc; Atlanta (GA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Management Trainee Program

Brand standards training

Job summary

InterContinental 62s Group plc is seeking candidates for a Management Trainee role in Atlanta to support Front Office and Guest Relations and participate in a 12- to 18-month leadership program. You’ll rotate across departments to learn service excellence, brand standards, and guest engagement.

The program emphasizes coaching, onboarding, and hands-on leadership experience with a focus on delivering warm, professional service to VIPs and guests.

Qualifications

• Experience in Front Office, Guest Relations, or a similar guest-facing hotel role.
• Strong interpersonal and communication skills; willingness to learn leadership responsibilities.
• Fluent in English; additional languages are an advantage.
• Basic knowledge of hotel PMS systems and guest satisfaction platforms.

Responsibilities

• Supporting Front Office and Guest Relations daily operations to ensure high-quality guest experiences.
• Assisting with welcoming VIPs, repeat guests, and special attention guests.
• Handling guest feedback, concerns, and service recovery with professionalism and empathy.
• Participating in rotational training across Front Office, Guest Relations, Club Lounge, Housekeeping, and related operations.
• Monitoring guest satisfaction scores, online reviews, and feedback platforms; assisting with improvement initiatives.
• Coordinating with departments to enhance the guest journey and personalize stays.
• Maintaining guest profiles, preferences, and loyalty recognition in hotel systems.
• Coaching, mentoring, and onboarding Guest Relations and Front Office colleagues under leadership guidance.
• Assisting in preparing reports on guest feedback, trends, and service quality.

Skills

Interpersonal skills

Communication skills

Guest service focus

Leadership potential

Flexibility

Education

Hospitality degree

Tools

Hotel PMS systems

Guest feedback platforms

Job description

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.