Front Office Supervisor

Montcalm East

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 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.

Montcalm East, an Autograph Collection Hotel, with pioneering architecture and a bold approach to life, the hotel reflects the creative spirit of its Shoreditch setting. With a prime position on City Road in East London, where arty Shoreditch meets progressive Silicon Roundabout. Old Street Tube station is just a few steps away.

Overview

The Front Office Supervisor supports the Front Office Manager in overseeing day-to-day operations at the front desk and ensures that service standards are consistently met. This role provides guidance and leadership to front desk staff, monitors operational processes, and assists in delivering a seamless, luxury guest experience.

Key Responsibilities

• Supervise daily front desk operations, including check-in/check-out, reservations, and guest inquiries.
• Ensure Front Desk is always manned and readily equipped to serve the guests.
• Address and resolve any guest complaints or issues promptly and efficiently, ensuring guest satisfaction.
• Ensure VIP guests and any special requests are handles with utmost care.
• Provide coaching, training, and support to front office staff.
• Monitor guest satisfaction and escalate issues as required to management.
• Ensure accuracy of guest billing and process.
• Deal with any potential book-out from and to our property.
• Conduct shift briefings and ensure all operational tasks are completed.
• Support smooth communication between the front office and other hotel departments.
• Assist in maintaining front office systems (PMS, POS) and accurate reporting.
• Ensure adherence to hotel policies, luxury standards, and operational procedures.
• Support special guest requests and VIP arrangements.
• Respond to emergencies and incidents, following the hotel's protocols and procedures.

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

• Previous experience in front office operations or guest services in a luxury hotel environment.
• Knowledge of hotel management systems (e.g., Opera PMS).
• Strong interpersonal, communication, and problem-solving skills.
• Ability to supervise and motivate a team effectively.
• Fluency in English; additional languages are advantageous.

Working Condition

• Flexible schedule including evenings, weekends, and public holidays.

• Regular interaction with guests in public areas of the hotel.

• Periods of standing and walking required.

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.

INDFOH