Luxury Front Office Leader: Guest Experience Champion in City of Westminster

Montcalm Mayfair, united by timeless style and peerless service, 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.

Why Join Montcalm Collection

• Competitive salary that reflects your talent, contribution, and potential.
• Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service—supporting your life beyond work.
• Paid birthday leave, so you can celebrate your special day your way.
• Generous gifts and financial support for special occasions such as weddings and the arrival of a new baby.
• Comprehensive wellbeing support, including free access to our Employee Assistance Programme provided by Hospitality Action, offering confidential support, wellbeing resources, and free legal advice.
• Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops designed to support both mind and body.
• Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments—helping you stay at your best.
• Cycle to Work scheme, supporting a healthier and more sustainable lifestyle.
• Preferential gym membership rates, helping you maintain your health and vitality.
• Continuous learning and development opportunities, from hands‑on training to leadership masterclasses—empowering your career growth.
• Paid volunteering day, giving you the opportunity to support a charity close to your heart.
• Employee referral programme, rewarding you for bringing great talent into our teams.
• Complimentary meals on duty in our team restaurant.
• Exclusive room rate discounts across the Montcalm Collection.
• International hotel discounts through Marriott Bonvoy, giving you access to exceptional global experiences.
• City‑wide discounts and perks, with savings across retail, entertainment, essential services, fashion, and more.
• Recognition programmes, including vouchers and curated rewards that celebrate excellence and individuality.
• Elegant annual celebrations and social events, bringing our teams together to connect and celebrate in style.

Overview

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.

Responsibilities

• Support the Front Office Manager in managing and supervising daily front office operations.
• Ensure all team members deliver personalised guest experiences in line with Montcalm standards.
• Handle guest concerns with professionalism, ensuring a positive resolution.
• Deal with any potential book‑out and to our property.
• Lead the front office team in the FOM’s absence.
• Oversee all front office operations to ensure exceptional guest experiences, from check in to check out.
• Assist in staff scheduling to always ensure adequate coverage.
• Conduct property walks and be a visible presence in the lobby in peak times to interact with guests and ensure smooth operations.
• Monitor and manage room inventory, ensuring optimal room allocations and guest satisfaction.
• Maintain accuracy in guest billing and payment process.
• Coordinate with Reservations department to manage room blocks, VIP guests, and special requests.
• Collaborate with other departments (Housekeeping, Concierge, Food & Beverage) to ensure seamless guest experiences.
• Support in implementing and reviewing SOPs for the front office.
• 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.
• Lead, train, and develop a front office team.
• Monitor team performance, providing feedback, coaching, and mentoring.
• Foster a positive work environment that encourages teamwork, professional development, and high employee morale.
• Assist in reporting on occupancy, guest satisfaction, and other KPIs.
• Contribute to guest recognition programmes and loyalty initiatives.

Skills and Qualifications

• Proven experience in a supervisory role within Front Office or a similar luxury hospitality environment.
• Strong leadership and people skills with the ability to motivate a team.
• Excellent communication, problem‑solving, and organisational skills.
• Proficiency in PMS systems (Opera or similar).
• High attention to detail and ability to multitask under pressure.
• A passion for hospitality and creating memorable guest experiences.
• Fluency in English and any additional languages is an advantage.

Working Conditions

• Flexible working hours including weekends, evenings, and bank holidays.
• Requires standing for extended periods and occasional manual handling.
• Guest‑facing role requiring professional appearance and demeanour.

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.