Front Office Manager

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

Job summary

An established industry player in luxury hospitality is seeking a skilled Front Office Manager to elevate guest experiences at their innovative hotel in London. This role is pivotal in ensuring exceptional service delivery and managing a dedicated night team. With a focus on customer satisfaction, you will oversee operations, address guest requests, and foster a positive work environment. Join a dynamic team that values professional development and offers numerous benefits, including generous holiday allowances and health perks. If you are passionate about hospitality and thrive in a fast-paced environment, this is the perfect opportunity for you.

Benefits

Competitive Salary

28 Holidays

Paid Day Off for Birthday

Cash-back Health Benefits

Discounted Gym Membership

Ongoing Training and Development

Annual Parties

Benefits Platform with Discounts

Qualifications

• Proven track record in a similar role within boutique hotels.
• Strong leadership skills with experience in training staff.

Responsibilities

• Manage front desk operations and ensure guest satisfaction.
• Handle guest complaints and oversee night team activities.

Skills

Customer Service

Leadership

Problem Solving

Communication

Attention to Detail

Education

Experience in Hospitality

Previous Front Office Experience

Tools

Opera

Job description

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Montcalm East

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

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 ambitious 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.

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.
  
  

Benefits

• 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.
• Annual parties.
• Regular and ongoing training and development, including leadership workshops.
  
  

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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