Front Office Trainee

TN United Kingdom; 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 Trainer to elevate guest experiences across multiple locations. This role involves designing and delivering training programs, coaching staff, and ensuring compliance with brand standards. If you are passionate about customer service and possess strong communication skills, this is a fantastic opportunity to make a significant impact in the hospitality sector. Join a team that values diversity and offers a supportive environment where you can thrive and grow in your career.

Benefits

28 holidays including bank holidays

Paid day off on birthday

Cash-back health benefits

Discounted gym membership

Wellbeing platform access

Regular training and development

Awards and Recognition Programme

Qualifications

• Proven experience in a supervisory/training role in hospitality.
• Strong knowledge of hotel front desk operations and systems.

Responsibilities

• Design and deliver engaging training programs for front office staff.
• Conduct on-site training sessions and follow-up assessments.

Skills

Hospitality Management

Training and Development

Customer Service

Communication Skills

Problem-Solving Skills

Time Management

Education

Experience in Hospitality

Knowledge of Front Desk Operations

Tools

PMS (Property Management System)

MS Office

LMS (Learning Management System)

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 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.

Our flagship hotel is on the brink of a bold new era. Its Grade
II-listed building on the cusp of Park Lane has been sensitively refreshed by
architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and
Studio Est. We have added a new signature restaurant helmed by a world-famous
chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites
have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as
modern icons.

Conscious, cultured, characterful, and considerate, Montcalm Mayfair is
a five-star hotel set on a historic crescent that sits proudly at the top of
Park Lane, steps from Hyde Park and the West End, with a toe in Marylebone,
bringing a fresh, holistic hospitality approach to London luxury. The
respectful, sensitive full restoration includes a wellness space,
community-welcoming public spaces and a restaurant helmed by an internationally
acclaimed chef.

Overview

Montcalm Collection
is looking for a skilled and ambitiousFront Office Trainerto
join our team. You will be able to develop, deliver, and monitor training
programs across multiple locations. This role ensures that front-line staff
deliver consistently exceptional guest experiences, align with brand standards,
and operate efficiently. The ideal candidate is a confident communicator,
passionate about customer service, and experienced in hospitality.

Key Responsibilities

·
Design and deliver engaging training
programs for front office, reception, and guest services staff across all
sites.

·
Conduct on-site training sessions and follow-up
assessments to ensure learning outcomes are met.

·
Standardize service delivery by implementing SOPs,
checklists, and operational guidelines.

·
Coach and mentor team members to enhance
communication, problem-solving, and guest interaction skills.

·
Evaluate the effectiveness of training through
feedback, performance metrics, and guest satisfaction reports.

·
Support onboarding of new hires and continuous
development for existing staff.

·
Partner with site managers to identify training
needs and performance gaps.

·
Ensure compliance with health, safety, and data
protection standards in guest services.

·
Keep training materials updated and aligned with
brand values, technology changes, and industry trends.

·
Travel regularly between locations as needed to
ensure consistent quality and support.

·
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 Front Office Trainer 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

·
Proven experience in a hospitality, front
office, or guest services supervisory/training role.

·
Strong knowledge of hotel or service
front desk operations and systems (e.g., PMS, booking platforms).

·
Excellent interpersonal and presentation
skills.

·
Ability to motivate and develop
individuals and teams.

·
Highly organized, with strong attention
to detail and time management.

·
Willingness and ability to travel
regularly across locations.

·
Proficiency in MS Office; experience with
LMS or e-learning platforms is a plus.

·
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.