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Front Office Supervisor
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.
Requirements
- 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.
- Flexible schedule including evenings, weekends, and public holidays.
- Regular interaction with guests in public areas of the hotel.
- Periods of standing and walking required.
- Candidates must be authorised to live and work in the UK. Currently, visa sponsorship is not available for this role.
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 handled 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.
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Benefits
- 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.
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About Montcalm Collection
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 Montcalm Brewery, reimagined as a vibrant modern hotel. 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 Royal London House revitalizes a mid-century gem near Liverpool Street. Combining classic charm with modern flair, its tech-equipped rooms overlook Finsbury Square. A serene urban spa and rooftop eatery boasting skyline vistas add to its allure.
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.
Application Process
If this role resonates 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.
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