Luxury Front Office Leader: Guest Experience Champion

Montcalm Mayfair

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.

• 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.

The 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.

• 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 and 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…