Front Office Manager

Montcalm Collection; London; On-site; GBP 30,000 - 50,000; Full time

Job summary

Montcalm Collection, a renowned luxury hotel in London, is seeking a skilled Front Office Manager to elevate the guest experience. Your role will involve leading the night team, managing guest interactions, and ensuring operational excellence. Join a supportive environment that values professional growth and celebrates diversity.

Benefits

28 holidays including eight bank holidays

Fully paid day off on your birthday

Cash-back health benefits

Discounted gym membership

Regular training and development opportunities

Qualifications

• Previous experience in boutique hotels is ideal.
• Proven track record of training and developing employees.
• Commitment to high customer service standards.

Responsibilities

• Greet guests at check-in and resolve complaints efficiently.
• Oversee hotel operations during the night shift.
• Conduct audits and ensure accurate billing.

Skills

Leadership

Customer Service

Attention to Detail

Communication

Problem Resolution

Education

Experience in a similar role

Good working knowledge of Opera

Job description

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 storied city-slicker, housed in the former
headquarters of the Royal Mail: Montcalm Royal London House. 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 East, an Autograph Collection Hotel, with
pioneering architecture and a bold approach to life, the hotel reflects the
creative spirit of its Shoreditch setting. With a prime position on City Road
in East London, where arty Shoreditch meets progressive Silicon Roundabout. Old
Street Tube station is just a few steps away.

Overview

Montcalm
East is looking for a skilled and ambitiousFront Office Managerto
join our team. You will play a pivotal role by ensuring the highest levels of
customer service are consistently being delivered to our guests.

Help to
shape the Montcalm Collection’s next chapter and showcase your skills. Become a
trusted ambassador for one of our hotels and take advantage of the opportunity
to move between properties, achieving the service and product delivery
standards for the department with a high degree of customer care and service.

Key Responsibilities

·
Greet and assist guests with check-in,
check-out, and any other requests throughout the night.

·
Ensure Front Desk is always manned and
available for the guests.

·
Address and resolve any guest complaints
or issues promptly and efficiently, ensuring guest satisfaction.

·
Ensure VIP guests and other special
requests are handled with utmost care.

·
Oversee the smooth operation of the hotel
during the night shift, including front desk, housekeeping, security, and other
departments as needed.

·
Ensure all operational procedures are
followed, including night audits, cash handling, and system updates.

·
Monitor room availability and ensure
accurate recording of all transactions and guest information.

·
Oversee the accuracy of guest billing and
payment processes.

·
Oversee the use and maintenance of front office
systems (PMS, POS, etc.) to ensure accuracy and efficiency.

·
Foster a positive work environment that
encourages teamwork, professional development, and high employee morale.

·
Manage and lead the night team, including
front office staff, porters, housekeeping, and security personnel.

·
Conduct nightly briefings with the team,
assign tasks, and ensure staff are performing to the hotel’s standards.

·
Provide training and support to night
staff, fostering a positive and productive work environment.

·
Ensure the safety and security of guests
and staff during the night shift.

·
Respond to emergencies and incidents,
following the hotel’s protocols and procedures.

·
Regularly inspect the property to ensure
all safety standards are met and report any maintenance issues.

·
Conduct nightly audits, ensuring all
financial records are accurate and complete.

·
Handle cash transactions, reconcile
payments, and prepare nightly reports for the accounting department.

·
Ensure full awareness of the hotel status
and be prepared to take reservations to maximise the revenue.

·
Deal with any potential book-out from and
to our property.

·
Assist with budget management by
controlling costs and minimizing waste during the night shift.

·
Maintain clear and effective
communication with the day management team, providing a detailed handover of
any incidents or important information.

·
Liaise with other departments to ensure
smooth transitions between shifts.

·
Master the Fire Evacuation procedure and
implementation.

·
Train and coach night team members, so
they are fully knowledgeable of their duties.

·
Oversee the entire building, its
cleanliness, operations and upkeep.

·
Ensure shift meetings and handovers take
place and relevant information is filtered down and up.

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

Essential Qualifications and
Attributes

·
Good working knowledge of Opera

·
Previous experience in a similar
role and ideally in boutique hotels

·
Excellent leadership skills and
proven track record of training and developing employees.

·
Positive attitude and excellent
communication skills

·
Attention to detail, great
communication and organisational skills.

·
Ability to anticipate and
resolve challenges / complaints.

·
Commitment to delivering a high
level of customer service.

·
Competitive
salary.

·
A
supportive, empowering team environment.

·
Benefits
platform with various discounts.

·
28 holidays
including eight bank holidays, with more holidays after two-year service.

·
Celebrate
your special day with a fully paid day off on your birthday.

·
After
completing your probation, enjoy a paid day to support a cause of your choice
and give back to the community.

·
Cash-back
health benefits, including optical, dental, chiropractor and physio services.

·
Discounted
gym membership.

·
Access to
Wellbeing platform and sessions, including EAP.

·
Awards and
Recognition Programme.

·
Regular and
ongoing training and development, including leadership workshops.

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.

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.

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Created on 22/06/2025 by TN United Kingdom