Front Office Manager

Front Office ManagerMontcalm Collection – London, England

OverviewThe 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.

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.

Monit 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 a sales attitude and promotes the wellness concept of the Montcalm Collection Brand.

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 Conditions

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!

EligibilityCandidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.

Equal Opportunity EmployerAt 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.

Seniority LevelMid‐Senior level

Employment TypeFull‐time

Job FunctionOther – Hospitality

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