About
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 historic brewery, reimagined as a
vibrant modern hotel: Montcalm Brewery. 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.
Our flagship hotel is on the brink of a bold new era. Its Grade
II-listed building on the cusp of Park Lane has been sensitively refreshed by
architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and
Studio Est. We have added a new signature restaurant helmed by a world-famous
chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites
have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as
modern icons.
Conscious, cultured, characterful, and considerate, Montcalm Mayfair is
a five-star hotel set on a historic crescent that sits proudly at the top of
Park Lane, steps from Hyde Park and the West End, with a toe in Marylebone,
bringing a fresh, holistic hospitality approach to London luxury. The
respectful, sensitive full restoration includes a wellness space,
community-welcoming public spaces and a restaurant helmed by an internationally
acclaimed chef.
Overview
Montcalm Mayfair
is looking for a skilled and ambitious Assistant Front Office
Manager / Duty 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. You will assume overall responsibility for hotel
operations whilst on shift.
The Assistant Front Office
Manager / Duty Manager works closely with the Senior Management on providing
the luxury experience throughout the guest journey from the moment they set
eyes on our property, throughout their journey experiencing our facilities to a
post stay experience should they need to call back regarding anything.
The Assistant Front Office
Manager / Duty Manager exhibit meticulous eye for detail, a passion for luxury
and the ability to lead, inspire and motivate a diverse team of front desk
employees, concierge and other front office personnel. The role is critical to
maintaining reputation and delivery of unparalleled guest experiences via
seamless encounters and meaningful, personalised service delivery.
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 receotionists, 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.
·
Conduct
regular inspections of public areas, guest rooms and front of house services to
ensure compliance with five star
standards.
·
Manage
property operations as designated Duty Manager.
·
Oversee
the handling of emergencies, security issues, or unexpected situations,
ensuring guest safety and hotel reputation.
·
Assist
in optimising room revenue by implementing effective upselling techniques and
monitoring booking trends
·
Prepare
daily reports, log complaints or incidents and provide general feedback on the
shift.
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.
·
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.
Working Conditions:
• Hours, including weekends
and bank holidays.
• Physical demands such as
being on the feet for long periods of time and manual handling.
Essential Qualifications
·
Bachelor’s degree in Hospitality
Management, Business Administration, or a related field.
·
Proficient in hotel management systems
(e.g., Opera, PMS, POS).
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.