Assistant Front Office Manager

Montcalm Collection; London; On-site; GBP 35,000 - 45,000; Full time

Job summary

Montcalm Collection is seeking a skilled Assistant Front Office Manager to ensure exceptional service and oversee hotel operations. You will lead a diverse team, manage guest experiences, and maintain high standards, all while contributing to a luxury atmosphere at this prestigious hotel.

Qualifications

• Managing a team of front office staff.
• Ensuring exceptional guest experiences.
• Handling guest complaints and concerns.

Responsibilities

• Oversee front office operations from check-in to check-out.
• Train and develop the front office staff.
• Collaborate with other departments for seamless service.

Skills

Attention to Detail

Leadership

Customer Service

Problem-solving

Communication

Education

Bachelor’s degree in Hospitality Management

Business Administration

Job description

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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 ambitiousAssistant 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:

• 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.

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.