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 Marble Arch
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
Marble Arch 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
·
Greet and assist guests with check-in,
check-out, and any other requests throughout the night.
·
Ensure Front Desk is always manned and
available for the guests.
·
Address and resolve any guest complaints
or issues promptly and efficiently, ensuring guest satisfaction.
·
Ensure VIP guests and other special
requests are handled with utmost care.
·
Oversee the smooth operation of the hotel
during the night shift, including front desk, housekeeping, security, and other
departments as needed.
·
Ensure all operational procedures are
followed, including night audits, cash handling, and system updates.
·
Monitor room availability and ensure
accurate recording of all transactions and guest information.
·
Oversee the accuracy of guest billing and
payment processes.
·
Oversee the use and maintenance of front office
systems (PMS, POS, etc.) to ensure accuracy and efficiency.
·
Foster a positive work environment that
encourages teamwork, professional development, and high employee morale.
·
Manage and lead the night team, including
front office staff, porters, housekeeping, and security personnel.
·
Conduct nightly briefings with the team,
assign tasks, and ensure staff are performing to the hotel’s standards.
·
Provide training and support to night
staff, fostering a positive and productive work environment.
·
Ensure the safety and security of guests
and staff during the night shift.
·
Respond to emergencies and incidents,
following the hotel’s protocols and procedures.
·
Regularly inspect the property to ensure
all safety standards are met and report any maintenance issues.
·
Conduct nightly audits, ensuring all
financial records are accurate and complete.
·
Handle cash transactions, reconcile
payments, and prepare nightly reports for the accounting department.
·
Ensure full awareness of the hotel status
and be prepared to take reservations to maximise the revenue.
·
Deal with any potential book-out from and
to our property.
·
Assist with budget management by
controlling costs and minimizing waste during the night shift.
·
Maintain clear and effective
communication with the day management team, providing a detailed handover of
any incidents or important information.
·
Liaise with other departments to ensure
smooth transitions between shifts.
·
Master the Fire Evacuation procedure and
implementation.
·
Train and coach night team members, so
they are fully knowledgeable of their duties.
·
Oversee the entire building, its
cleanliness, operations and upkeep.
·
Ensure shift meetings and handovers take
place and relevant information is filtered down and up.
This job description is
designed to outline primary duties and conditions related to the Receptionist
position at a luxury hotel. It is not an exhaustive list and additional tasks
and responsibilities may be required as directed by hotel management.
Essential Qualifications and
Attributes
·
Good working knowledge of Opera
·
Previous experience in a similar
role and ideally in boutique hotels
·
Excellent leadership skills and
proven track record of training and developing employees.
·
Positive attitude and excellent
communication skills
·
Attention to detail, great
communication and organisational skills.
·
Ability to anticipate and
resolve challenges / complaints.
·
Commitment to delivering a high
level of customer service.
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.