Luxury Front Office Supervisor - Premium Guest Experience

Montcalm-At-the-Brewery-London-City; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Competitive salary

Generous holidays

Birthday leave

Wellbeing resources

Wellbeing experiences

Cashback health plan

Gym membership discounts

Learning & development

Volunteer day

Employee referral

Meals on duty

Room discounts

Marriott Bonvoy discounts

City-wide discounts

Recognition programmes

Annual celebrations

Job summary

Montcalm Collection is seeking a Front Office Supervisor to lead daily front desk operations and ensure luxury guest experiences. You will guide staff, resolve guest issues, and uphold high service standards across all interactions.

The role requires prior luxury hotel front office experience, strong communication skills, and the ability to coach a team. Enjoy a dynamic environment with opportunities for professional growth within our collection.

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 escalate 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 experience

Interpersonal skills

Team leadership

English language

Tools

Opera PMS

Job description

Montcalm Collection is seeking a Front Office Supervisor to lead daily front desk operations and ensure luxury guest experiences. You will guide staff, resolve guest issues, and uphold high service standards across all interactions.

The role requires prior luxury hotel front office experience, strong communication skills, and the ability to coach a team. Enjoy a dynamic environment with opportunities for professional growth within our collection.