Montcalm Collection
Assistant Front Office Manager
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BRAND INTRODUCTION
At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values, they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.
Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story and within everyone, our team creates unforgettable experiences for our guests.
While our walls speak of history, it’s our people, their ambition and their creativity that shapes our future.
Join us and become part of a culture that celebrates individuality, nurtures potential and upholds the very highest standards of the art of hospitality.
SCOPE & GENERAL PURPOSE
The Duty Manager / 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.
COMPETENCIES
Leadership & Team Support
- Provides hands-on support and guidance to the front office team.
- Acts as a role model of professionalism and service excellence.
Communication
- Maintains open and effective communication with guests, colleagues, and management.
- Supports the FOM in ensuring team briefings and departmental updates are clear and consistent.
Customer Service Excellence
- Anticipates and addresses guest needs, ensuring prompt resolution of concerns.
- Upholds Montcalm Collection’s standards for personalised service delivery.
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Operational Management
- Assists in managing daily front office operations, including check-in, check-out, and lobby presence.
- Ensures adherence to SOPs and operational standards.
Crisis & Risk Management
- Responds confidently to guest or operational emergencies.
- Supports compliance with safety, security, and confidentiality protocols.
Financial & Administrative Support
- Assists the FOM in monitoring departmental expenses and revenues.
- Supports accurate billing and financial reporting at the front desk
Talent Development
- Coaches and mentors’ front office colleagues.
- Provides input on training needs and supports performance reviews
Sustainability & Compliance
- Promotes environmentally responsible practices within the front office.
- Ensures compliance with company policies and legal requirements.
KEY 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 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 the 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 team 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.
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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
- 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.
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