Additional Information: This hotel is owned and operated by an independent franchisee, Montcalm Hotels Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Assistant Front Office Manager plays a pivotal role in supporting the Front Office Manager in overseeing day-to-day operations of the front office. This role ensures the smooth delivery of luxury guest experiences, supervises and motivates the front office team, and acts as a point of escalation for guest concerns. The AFOM is a visible leader on the floor, fostering service excellence, operational efficiency, and guest satisfaction.
Key Responsibilities
1. Support the Front Office Manager in managing and supervising daily front office operations.
2. Ensure all team members deliver personalised guest experiences in line with Montcalm standards.
3. Handle guest concerns with professionalism, ensuring a positive resolution.
4. Deal with any potential book-out and to our property.
5. Lead the front office team in the FOM’s absence.
6. Oversee all front office operations to ensure exceptional guest experiences, from check in to check out.
7. Assist in staff scheduling to always ensure adequate coverage.
8. Conduct property walks and be a visible presence in the lobby in the peak times to interact with guests and ensure smooth operations.
9. Monitor and manage room inventory, ensuring optimal room allocations and guest satisfaction.
10. Maintain accuracy in guest billing and payment process.
11. Coordinate with Reservations department to manage room blocks, VIP guests and special requests.
12. Collaborate with other departments (Housekeeping, Concierge, Food & Beverage) to ensure seamless guest experiences.
13. Support in implementing and reviewing SOPs for the front office.
14. Oversee the use and maintenance of front office systems (PMS, POS, to ensure accuracy and efficiency.
15. 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.
16. Lead, train and develop a team front office team.
17. Monitor team performance, providing feedback, coaching and mentoring.
18. Foster a positive work environment that encourages teamwork, professional development and high employee morale.
19. Assist in reporting on occupancy, guest satisfaction, and other KPIs.
20. Contribute to guest recognition programmes and loyalty initiatives.
Skills & Qualifications
21. Proven experience in a supervisory role within Front Office or a similar luxury hospitality environment.
22. Strong leadership and people skills with the ability to motivate a team.
23. Excellent communication, problem-solving, and organisational skills.
24. Proficiency in PMS systems (Opera or similar).
25. High attention to detail and ability to multitask under pressure.
26. A passion for hospitality and creating memorable guest experiences.
27. Fluency in English and any additional languages is an advantage.
Working Condition
28. Flexible working hours including weekends, evenings, and bank holidays.
29. Requires standing for extended periods and occasional manual handling.
30. Guest-facing role requiring professional appearance and demeanour.
This company is an equal opportunity employer.
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