Front Office Trainer

About Montcalm Collection

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 collection includes a historic brewery reimagined as a vibrant modern hotel: Montcalm Brewery; a storied city-slicker housed in the former Royal Mail headquarters: Montcalm Royal London House; a property with a bold new perspective at Montcalm East, part of Marriott’s Autograph Collection; and two mindful hotels, Inhabit Southwick Street and Inhabit Queen’s Gardens, both part of Design Hotels.

Our flagship hotel is on the cusp of a bold new era. Its Grade II-listed building on 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 lounge and bar. Communal areas, bedrooms, and suites have been artfully redesigned; our spa and Grand Ballroom will re-emerge as modern icons.

Montcalm Mayfair is a five-star hotel set on a historic crescent at the top of Park Lane, steps from Hyde Park and the West End, with a presence in Marylebone. It offers a holistic hospitality approach to London luxury, including a wellness space, community-friendly public areas, and a restaurant led by an internationally acclaimed chef.

Overview

Montcalm Collection is seeking a skilled and ambitious Front Office Trainer to join our team. You will develop, deliver, and monitor training programs across multiple locations, ensuring front-line staff deliver exceptional guest experiences, adhere to brand standards, and operate efficiently. The ideal candidate is a confident communicator, passionate about customer service, and experienced in hospitality.

Key Responsibilities

1. Design and deliver engaging training programs for front office, reception, and guest services staff across all sites.
2. Conduct on-site training sessions and follow-up assessments to ensure learning outcomes are met.
3. Standardize service delivery by implementing SOPs, checklists, and operational guidelines.
4. Coach and mentor team members to enhance communication, problem-solving, and guest interaction skills.
5. Evaluate training effectiveness through feedback, performance metrics, and guest satisfaction reports.
6. Support onboarding of new hires and ongoing development for existing staff.
7. Partner with site managers to identify training needs and performance gaps.
8. Ensure compliance with health, safety, and data protection standards in guest services.
9. Keep training materials updated and aligned with brand values, technology changes, and industry trends.
10. Travel regularly between locations as needed to ensure consistent quality and support.
11. Ensure shift meetings and handovers are conducted effectively, with relevant information shared up and down.

This job description outlines primary duties and conditions related to the Front Office Trainer role at a luxury hotel. Additional tasks may be assigned as needed by hotel management.

Essential Qualifications and Attributes

1. Proven experience in hospitality, front office, or guest services supervisory/training roles.
2. Strong knowledge of hotel or service front desk operations and systems (e.g., PMS, booking platforms).
3. Excellent interpersonal and presentation skills.
4. Ability to motivate and develop individuals and teams.
5. Highly organized with strong attention to detail and time management.
6. Willingness and ability to travel regularly across locations.
7. Proficiency in MS Office; experience with LMS or e-learning platforms is a plus.

Benefits

• Competitive salary.
• A supportive, empowering team environment.
• Benefits platform with various discounts.
• 28 holidays including eight bank holidays, with more holidays after two years of service.
• A fully paid day off on your birthday.
• Paid day to support a cause of your choice after probation.
• 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.
• Ongoing training and development, including leadership workshops.

Eligibility

Candidates must be authorized to live and work in the UK. Visa sponsorship is not available for this role.

Equal Opportunity Employer

At Montcalm Collection, we value diversity and inclusion, fostering a workplace free from discrimination and prejudice. We welcome applications from all backgrounds and perspectives.

If this role aligns with your aspirations, please apply. If not shortlisted, we encourage you to explore future opportunities with us. Note: If you do not hear from us within 14 days, please consider your application as not shortlisted.