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 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.
Discover Montcalm Brewery: a historic brewery transformed into a luxury hotel in the heart of the city. Featuring artful interiors, modern British dining, and a sleek fitness suite. Indulge in seasonal cuisine at The Jugged Hare, explore iconic landmarks nearby, and enjoy 235 elegant rooms and suites. Blending history and modernity seamlessly, a storied past with a touch of contemporary luxury.
Overview
The Front Office Supervisor supports the Front Office Manager in overseeing day-to-day operations at the front desk and ensures that service standards are consistently met. This role provides guidance and leadership to front desk staff, monitors operational processes, and assists in delivering a seamless, luxury guest experience.
Key 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
handles 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.
This
job description sets out the main responsibilities related to the role at
Montcalm Collection. It is not intended to be exhaustive, and duties may be
varied from time to time as required by management to meet the needs of the
business.
SKILLS &
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.
Working Condition
· Flexible schedule including evenings, weekends,
and public holidays.
·Regular interaction with guests in public areas
of the hotel.
·Periods of standing
and walking required.
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.
* 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.
* Enjoy a paid day off to celebrate your birthday – because your special day matters!
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.