Luxury Hotel Assistant Front Office Manager

3 weeks ago

London, Greater London, United Kingdom Montcalm Collection Full time

About Montcalm Collection

Hotel Overview

Montcalm Collection is a luxury hotel brand that offers a unique and unparalleled guest experience. Our properties are located in prime locations in London, including the historic Marble Arch area. We are committed to providing exceptional service and comfort to our guests, and we are seeking a skilled and ambitious Assistant Front Office Manager to join our team.

Job Responsibilities

  1. Ensure seamless operations of the front office, including check-in, check-out, and guest services.
  2. Address guest concerns and complaints promptly and professionally.
  3. Lead and motivate a team of front office staff to deliver exceptional service and achieve high standards of performance.
  4. Collaborate with other departments to ensure seamless service delivery and achieve business objectives.
  5. Conduct regular performance evaluations and provide feedback, coaching, and mentoring to staff.
  6. Ensure all front office operations comply with hotel policies and standards, including luxury service protocols.
  7. Oversee the accuracy of guest billing and payment processes.
  8. Coordinate with the Reservations Department to manage room blocks, VIP guests, and special requests.
  9. Implement and maintain standard operating procedures (SOPs) for front office operations.
  10. Generate daily, weekly, and monthly reports on front office operations, including occupancy rates, revenue, and guest satisfaction scores.

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.

Working Conditions

The successful candidate will be required to work a flexible schedule, including weekends and bank holidays. Physical demands of the role include being on the feet for long periods of time and manual handling.

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