Assistant Front office Manager/Duty Manager

at  The Montcalm London Marble Arch

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 historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. 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.
Our flagship hotel is on the brink of a bold new era. Its Grade II-listed building on the cusp of Park Lane has been sensitively refreshed by architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and Studio Est. We have added a new signature restaurant helmed by a world-famous chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as modern icons.
Conscious, cultured, characterful, and considerate, Montcalm Marble Arch is a five-star hotel set on a historic crescent that sits proudly at the top of Park Lane, steps from Hyde Park and the West End, with a toe in Marylebone, bringing a fresh, holistic hospitality approach to London luxury. The respectful, sensitive full restoration includes a wellness space, community-welcoming public spaces and a restaurant helmed by an internationally acclaimed chef.

OVERVIEW

Montcalm Marble Arch is looking for a skilled and ambitious Assistant Front Office Manager / Duty Manager to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests. You will assume overall responsibility for hotel operations whilst on shift.
The Assistant Front Office Manager / Duty Manager works closely with the Senior Management on providing the luxury experience throughout the guest journey from the moment they set eyes on our property, throughout their journey experiencing our facilities to a post stay experience should they need to call back regarding anything.
The Assistant Front Office Manager / Duty Manager exhibit meticulous eye for detail, a passion for luxury and the ability to lead, inspire and motivate a diverse team of front desk employees, concierge and other front office personnel. The role is critical to maintaining reputation and delivery of unparalleled guest experiences via seamless encounters and meaningful, personalised service delivery.

ESSENTIAL QUALIFICATIONS

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Proficient in hotel management systems (e.g., Opera, PMS, POS).

• Oversee all front office operations to ensure exceptional guest experiences, from check-in to check-out.
• Address guest concerns and complaints promptly, ensuring a positive resolution.
• Maintain a visible presence in the lobby during peak times to interact with guests and ensure smooth operations.
• Collaborate with other departments (Housekeeping, Food & Beverage, etc.) to ensure seamless service delivery.
• Lead, train, and develop a team of front office staff, including receotionists, concierge, bell staff, and others.
• Conduct regular performance evaluations and provide feedback, coaching, and mentoring to staff.
• Foster a positive work environment that encourages teamwork, professional development, and high employee morale.
• Schedule and manage staffing levels to ensure optimal coverage during all shifts.
• Ensure all front office operations comply with hotel policies and standards, including luxury service protocols.
• Monitor and manage room inventory, ensuring optimal room allocations and guest satisfaction.
• Oversee the accuracy of guest billing and payment processes.
• Coordinate with the Reservations Department to manage room blocks, VIP guests, and special requests.
• Implement and maintain standard operating procedures (SOPs) for front office operations.
• Generate daily, weekly, and monthly reports on front office operations, including occupancy rates, revenue, and guest satisfaction scores.
• 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.
• Conduct regular inspections of public areas, guest rooms and front of house services to ensure compliance with five star standards.
• Manage property operations as designated Duty Manager.
• Oversee the handling of emergencies, security issues, or unexpected situations, ensuring guest safety and hotel reputation.
• Assist in optimising room revenue by implementing effective upselling techniques and monitoring booking trends
• Prepare daily reports, log complaints or incidents and provide general feedback on the shift.
  This job description is designed to outline primary duties and conditions related to the Front Office Manager position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.