Montcalm East
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 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.
Montcalm East, an Autograph Collection Hotel, with pioneering architecture and a bold approach to life, the hotel reflects the creative spirit of its Shoreditch setting. With a prime position on City Road in East London, where arty Shoreditch meets progressive Silicon Roundabout. Old Street Tube station is just a few steps away.
Overview
Montcalm East is looking for a skilled and ambitious Front Office Manager to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests.
Help to shape the Montcalm Collection's next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.
Key Responsibilities
* Oversee all front office operations to ensure exceptional guest experiences, from check-in to check-out.
* Address guest concerns and complaints promptly, ensuring a positive resolution.
* Maintain a visible presence in the lobby during peak times to interact with guests and ensure smooth operations.
* Collaborate with other departments (Housekeeping, Food & Beverage, etc.) to ensure seamless service delivery.
* Lead, train, and develop a team of front office staff, including front desk agents, concierge, bell staff, and others.
* Conduct regular performance evaluations and provide feedback, coaching, and mentoring to staff.
* Foster a positive work environment that encourages teamwork, professional development, and high employee morale.
* Schedule and manage staffing levels to ensure optimal coverage during all shifts.
* Ensure all front office operations comply with hotel policies and standards, including luxury service protocols.
* Monitor and manage room inventory, ensuring optimal room allocations and guest satisfaction.
* Oversee the accuracy of guest billing and payment processes.
* Coordinate with the Reservations Department to manage room blocks, VIP guests, and special requests.
* Implement and maintain standard operating procedures (SOPs) for front office operations.
* Generate daily, weekly, and monthly reports on front office operations, including occupancy rates, revenue, and guest satisfaction scores.
* Oversee the use and maintenance of front office systems (PMS, POS, etc.) to ensure accuracy and efficiency.
* Ensure regular and VIP Guests are recognised and that the Front Office department operates with a sales attitude and promotes the wellness concept of the Montcalm Collection Brand.
This job description is designed to outline primary duties and conditions related to the Front Office Manager position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.
Key Attributes:
* High attention to detail and commitment to a luxury quality.
* Passion for excellence and innovation.
* Ability to work under pressure and meet tight deadlines.
* Flexibility to adapt to changing guest needs and preferences.
* Dedication to providing an exceptional guest experience.
* Strong leadership skills with the ability to manage, mentor, and motivate a diverse team.
* Exceptional customer service skills with a passion for delivering a luxury guest experience.
* Excellent communication, problem-solving, and organizational skills.
* Fluency in multiple languages 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-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.
* Annual parties.
* Regular and ongoing training and development, including leadership workshops.
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.
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.
Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.
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