Front Office Supervisor

Montcalm Collection; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Generous holiday allowance

Paid birthday leave

Wellbeing support

Exclusive room rate discounts

International hotel discounts

Employee referral programme

Complimentary meals on duty

Job summary

Montcalm Collection in the United Kingdom is seeking a Front Office Supervisor to assist the Front Office Manager in leading day-to-day desk operations and delivering a seamless luxury guest experience. You will coach front desk staff, manage check-ins, reservations, and guest inquiries while maintaining hospitality standards across the property.

The role requires experience in luxury hotel front desk environments, strong English communication, and the ability to supervise a team.

Qualifications

• Previous experience in front office operations or guest services in a luxury hotel environment.
• Knowledge of hotel management systems (e.g., Opera PMS).
• Strong interpersonal, communication, and problem-solving skills.
• Ability to supervise and motivate a team effectively.
• Fluency in English; additional languages are advantageous.

Responsibilities

• Supervise daily front desk operations, including check-in/check-out, reservations, and guest inquiries.
• Ensure Front Desk is always manned and readily equipped to serve the guests.
• Address and resolve any guest complaints or issues promptly and efficiently, ensuring guest satisfaction.
• Ensure VIP guests and any special requests are handled with utmost care.
• Provide coaching, training, and support to front office staff.
• Monitor guest satisfaction and elevate issues as required to management.
• Ensure accuracy of guest billing and process.
• Deal with any potential book-out from and to our property.
• Conduct shift briefings and ensure all operational tasks are completed.
• Support smooth communication between the front office and other hotel departments.
• Assist in maintaining front office systems (PMS, POS) and accurate reporting.
• Ensure adherence to hotel policies, luxury standards, and operational procedures.
• Support special guest requests and VIP arrangements.
• Respond to emergencies and incidents, following the hotel’s protocols and procedures.

Skills

Front office operations

Team supervision

Interpersonal skills

Problem-solving

English fluency

Tools

Opera PMS

Job description

BRAND INTRODUCTION

At Montcalm Collection, we believe that timeless style
and genuine hospitality are more than just values; they’re a way of life. Our
people are the heart of our hotels: passionate individuals working together as
a team, united by an unwavering commitment to providing first-class personal
service.

Our collection spans some of London’s most storied
buildings, from elegant Georgian townhouses and an 18th-century brewery to a
historic head office and a contemporary architectural landmark. Each hotel has
its own unique story, and within everyone, our team create unforgettable
experiences for our guests.

While our walls speak of history, it’s our people,
their ambition, and their creativity that shapes our future.

Join us, and become part of a culture that celebrates
individuality, nurtures potential, and upholds the very highest standards of
the art of hospitality.

WHY JOIN MONTCALM COLLECTION

• Competitive salary that reflects your
  talent, contribution, and potential.


• Generous holiday allowance, starting at
  28 days (including bank holidays) and increasing with service - supporting your
  life beyond work.


• Paid birthday leave, so you can celebrate
  your special day your way.


• We celebrate life’s milestones with you,
  offering generous gifts and financial support for special occasions such as
  weddings and the arrival of a new baby.


• Comprehensive wellbeing support,
  including free access to our Employee Assistance Programme provided by
  Hospitality Action, offering confidential support, wellbeing resources, and
  free legal advice.


• Tailored wellbeing experiences, from yoga
  sessions and life coaching to wellbeing workshops designed to support both mind
  and body.


• Cashback healthcare plan, covering
  dental, optical, physiotherapy, and alternative treatments - helping you stay at
  your best.


• Preferential gym membership rates,
  helping you maintain your health and vitality.


• Continuous learning and development
  opportunities, from hands-on training to leadership
  masterclasses - empowering your career growth.


• Paid volunteering day, giving you the
  opportunity to support a charity close to your heart.


• Employee referral programme, rewarding
  you for bringing great talent into our teams.


• Complimentary meals on duty in our team
  restaurant.


• Exclusive room rate discounts across the
  Montcalm Collection.


• International hotel discounts through
  Marriott Bonvoy, giving you access to exceptional global experiences.


• City-wide discounts and perks, with
  savings across retail, entertainment, essential services, fashion, and more.


• Recognition programmes, including
  vouchers and curated rewards that celebrate excellence and individuality.


• Elegant annual celebrations and social events,
  bringing our teams together to connect and celebrate in style.

ROLE OVERVIEW

The Front Office Supervisor supports the Front Office
Manager in overseeing day-to-day operations at the front desk and ensures that
service standards are consistently met. This role provides guidance and
leadership to front desk staff, monitors operational processes, and assists in
delivering a seamless, luxury guest experience.

RESPONSIBILITIES

• Supervise daily front desk operations,
  including check-in/check-out, reservations, and guest inquiries.


• Ensure Front Desk is always manned and readily
  equipped to serve the guests.


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


• Ensure VIP guests and any special requests are
  handles with utmost care.


• Provide coaching, training, and support to
  front office staff.


• Monitor guest satisfaction and elevate issues
  as required to management.


• Ensure accuracy of guest billing and process.


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


• Conduct shift briefings and ensure all
  operational tasks are completed.


• Support smooth communication between the front
  office and other hotel departments.


• Assist in maintaining front office systems
  (PMS, POS) and accurate reporting.


• Ensure adherence to hotel policies, luxury
  standards, and operational procedures.


• Support special guest requests and VIP
  arrangements.


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

SKILLS AND QUALIFICATIONS

• Previous experience in front office operations
  or guest services in a luxury hotel environment.


• Knowledge of hotel management systems (e.g.,
  Opera PMS).


• Strong interpersonal, communication, and
  problem-solving skills.


• Ability to supervise and motivate a team
  effectively.


• Fluency in English; additional languages are
  advantageous.

WORKING CONDITIONS

• Flexible schedule including evenings, weekends,
  and public holidays.


• Regular interaction with guests in public areas
  of the hotel.


• Periods of standing and walking required.

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.

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