Assistant Front Office Manager

London Limited; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading luxury hotel in London seeks an Assistant Front Office Manager to ensure exceptional guest experiences and manage front office operations. The role requires strong leadership skills, a passion for customer service, and the ability to motivate a diverse team. Candidates should have a Bachelor's degree in Hospitality Management and be proficient in hotel management systems. Join a dynamic team committed to providing unparalleled service in a prestigious environment.

Qualifications

• High attention to detail and commitment to luxury quality.
• Exceptional customer service skills with a passion for delivering a luxury guest experience.

Responsibilities

• Oversee all front office operations to ensure exceptional guest experiences.
• Lead, train, and develop a team of front office staff.
• Address guest concerns and complaints promptly.

Skills

Leadership

Customer Service

Problem Solving

Communication

Education

Bachelor’s degree in Hospitality Management

Tools

Opera

PMS

POS

Job description

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Montcalm Royal London House

United by timeless style and peerless service, Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city’s story. The hotels in the collection include a historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. A property with a bold new perspective at Montcalm East, part of Marriott’s Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queen’s Gardens, both part of Design Hotels.

Montcalm Royal London House

United by timeless style and peerless service, Montcalm Collection is London’s compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city’s story. The hotels in the collection include a historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. A property with a bold new perspective at Montcalm East, part of Marriott’s Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queen’s Gardens, both part of Design Hotels.

A coveted retreat in the heart of the city Montcalm Royal London House revitalizes a mid-century gem near Liverpool Street. Combining classic charm with modern flair, its tech-equipped rooms overlook Finsbury Square. A serene urban spa and rooftop eatery boasting skyline vistas add to its allure.

Overview

Montcalm Royal London House is looking for a skilled and ambitious Assistant Front Office Manager to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests. You will assume overall responsibility for hotel operations whilst on shift.

The Assistant Front Office Manager works closely with the Senior Management on providing the luxury experience throughout the guest journey from the moment they set eyes on our property, throughout their journey experiencing our facilities to a post stay experience should they need to call back regarding anything.

The Assistant Front Office Manager exhibit meticulous eye for detail, a passion for luxury and the ability to lead, inspire and motivate a diverse team of front desk employees, concierge and other front office personnel. The role is critical to maintaining reputation and delivery of unparalleled guest experiences via seamless encounters and meaningful, personalised service delivery.

Key Responsibilities

• Oversee all front office operations to ensure exceptional guest experiences, from check-in to check-out.
• Address guest concerns and complaints promptly, ensuring a positive resolution.
• Maintain a visible presence in the lobby during peak times to interact with guests and ensure smooth operations.
• Collaborate with other departments (Housekeeping, Food & Beverage, etc.) to ensure seamless service delivery.
• Lead, train, and develop a team of front office staff, including receptionists, concierge, bell staff, and others.
• Conduct regular performance evaluations and provide feedback, coaching, and mentoring to staff.
• Foster a positive work environment that encourages teamwork, professional development, and high employee morale.
• Schedule and manage staffing levels to ensure optimal coverage during all shifts.
• Ensure all front office operations comply with hotel policies and standards, including luxury service protocols.
• Monitor and manage room inventory, ensuring optimal room allocations and guest satisfaction.
• Oversee the accuracy of guest billing and payment processes.
• Coordinate with the Reservations Department to manage room blocks, VIP guests, and special requests.
• Implement and maintain standard operating procedures (SOPs) for front office operations.
• Generate daily, weekly, and monthly reports on front office operations, including occupancy rates, revenue, and guest satisfaction scores.
• Oversee the use and maintenance of front office systems (PMS, POS, etc.) to ensure accuracy and efficiency.
• Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the wellness concept of the Montcalm Collection Brand.
• Conduct regular inspections of public areas, guest rooms and front of house services to ensure compliance with five star standards.
• Manage property operations as designated Duty Manager.
• Oversee the handling of emergencies, security issues, or unexpected situations, ensuring guest safety and hotel reputation.
• Assist in optimising room revenue by implementing effective upselling techniques and monitoring booking trends
• Prepare daily reports, log complaints or incidents and provide general feedback on the shift.
  
  

This job description is designed to outline primary duties and conditions related to the Front Office Manager position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.

Key Attributes

• High attention to detail and commitment to a luxury quality.
• Passion for excellence and innovation.
• Ability to work under pressure and meet tight deadlines.
• Flexibility to adapt to changing guest needs and preferences.
• Strong leadership skills with the ability to manage, mentor, and motivate a diverse team.
• Exceptional customer service skills with a passion for delivering a luxury guest experience.
• Excellent communication, problem-solving, and organizational skills.
• Fluency in multiple languages is a plus.
  
  

Working Conditions

• Hours, including weekends and bank holidays.
• Physical demands such as being on the feet for long periods of time and manual handling.
  
  

Essential Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Proficient in hotel management systems (e.g., Opera, PMS, POS).
  
  

Eligibility

Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity Employer

At Montcalm Collection, diversity and inclusion aren't just buzzwords. We genuinely value the unique perspectives everyone brings, regardless of gender, ethnicity, age, disability, or background. Our culture thrives on mutual respect, and we provide a workplace free from discrimination and prejudice.

Should this role resonate with your aspirations, please apply. If not shortlisted, we encourage you to explore other opportunities with us, either now or in the future.

Note: If you do not hear from us within 14 days, kindly consider your application as not shortlisted for this role.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitality

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