Luxury Front Office Duty Manager & Team Leader

MONTCALM HOTEL; City of Westminster; On-site; GBP 36,000 - 52,000; Full time

Benefits offered by this job

Flexible working hours

Competitive salary

Job summary

Montcalm Collection is seeking a Duty Manager/Assistant Front Office Manager to support the Front Office Manager in delivering luxury guest experiences. You will supervise the front office team, drive service excellence, and act as a visible leader on the floor.

Key responsibilities include managing daily operations, scheduling, guest concerns handling, and ensuring SOP compliance. You will collaborate with Housekeeping, Concierge and F&B to ensure seamless guest experiences and maintain POS/PMS

Qualifications

• Experience in supervisory role within Front Office or luxury hospitality.
• Strong leadership and people skills.
• Excellent communication, problem-solving, and organisational skills.
• Proficiency in PMS systems (Opera or similar).
• Attention to detail and multitasking ability.
• Fluency in English; additional languages are an advantage.

Responsibilities

• Support the Front Office Manager in managing and supervising daily front office operations.
• Ensure all team members deliver personalised guest experiences in line with Montcalm standards.
• Handle guest concerns with professionalism and ensure a positive resolution.
• Lead the front office team in the FOM’s absence.
• Oversee all front office operations to ensure exceptional guest experiences from check-in to check-out.
• Assist in staff scheduling to ensure adequate coverage.
• Conduct property walks and be a visible presence in the lobby during peak times.
• Monitor and manage room inventory and guest satisfaction.
• Maintain accuracy in guest billing and payment processing.
• Coordinate with Reservations to manage room blocks, VIPs and special requests.
• Collaborate with Housekeeping, Concierge, F&B for seamless guest experiences.
• Support in implementing and reviewing SOPs for the front office.
• Oversee use and maintenance of front office systems to ensure accuracy.
• Recognise regular/VIP guests and promote wellness concepts of Montcalm Collection.

Skills

Front Office Leadership

Guest Service Excellence

Effective Communication

Staff Motivation

Problem Solving

Tools

Opera PMS

Job description

Montcalm Collection is seeking a Duty Manager/Assistant Front Office Manager to support the Front Office Manager in delivering luxury guest experiences. You will supervise the front office team, drive service excellence, and act as a visible leader on the floor.

Key responsibilities include managing daily operations, scheduling, guest concerns handling, and ensuring SOP compliance. You will collaborate with Housekeeping, Concierge and F&B to ensure seamless guest experiences and maintain POS/PMS