Front Office Manager

Montcalm Mayfair

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

The Front Office Manager is
responsible for leading the daily operations of the Front Office, ensuring an
exceptional standard of service that reflects the luxury positioning of the
Montcalm Collection. This leadership role combines operational excellence,
strategic vision, and a strong focus on people development, while driving guest
satisfaction, revenue opportunities, and brand loyalty. The role demands a
balance of refined guest-facing skills, crisis preparedness, and the ability to
inspire and lead a high-performing team.

Key Responsibilities

·Oversee and manage daily Front Office
operations, ensuring smooth processes from check-in to check-out.

·Ensure VIPs, long-stay guests, and repeat
clientele receive tailored, luxury experiences.

·Lead, coach, and develop the Front Office team
to deliver service excellence.

·Maintain a visible presence in the lobby during
peak times, engaging with guests.

·Lead, train and develop front office team.

·Conduct regular performance evaluations and
provide feedback, coaching and mentoring.

·Foster a positive work environment that
encourages teamwork, professional development and high employee morale.

·Ensure optimal staff coverage during the
shifts.

·Collaborate with Housekeeping, Reservations,
Food & Beverage, and other teams to ensure seamless guest journeys.

·Oversee revenue management at the Front Office,
including upselling opportunities and room allocation strategies.

·Monitor guest feedback, review scores, and
implement initiatives to continuously improve satisfaction.

·Ensure compliance with brand standards, SOPs,
and safety protocols.

·Prepare and present operational reports
including occupancy, revenue, and guest satisfaction metrics.

·Handle escalated guest complaints with
discretion, ensuring positive outcomes.

·Moniot and manage room inventory, ensuring
optimal room allocations and guest satisfaction.

·Oversee the accuracy of guest billing and
payment process.

·Ensure regular and VIP guests are recognised
and that the Front Office team operates with sales attitude and promotes the
wellness concept of the Montcalm Collection Brand.

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

·Bachelor’s degree in hospitality management,
Business Administration, or equivalent experience.

·Proven track record in luxury hotel Front
Office management or supervisory roles.

·Strong leadership and people management skills.

·Excellent communication and conflict-resolution
abilities.

·Financial literacy with experience in budgeting
and forecasting.

·Proficient in hotel systems (Opera PMS or
similar).

·Fluency in English; additional languages are an
asset.

Working Condition

·Flexible working hours, including evenings,
weekends, and bank holidays.

·On-site presence required with significant
guest interaction.

·Physical demands including standing for
extended periods and light manual handling.

·High-pressure environment requiring quick
decision-making and professionalism.

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.