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
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.
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 Conditions
* 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.