Montcalm Royal London House
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 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.
A coveted retreat in the heart of the city 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.
Why Join Montcalm Collection
- 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.
- We celebrate life’s milestones with you, offering 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.
Overview
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.
Key Responsibilities
- Support the Front Office Manager in managing and supervising daily front office operations.
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Ensure all team members deliver personalised guest experiences in line with Montcalm standards.
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Handle guest concerns with professionalism, ensuring a positive resolution.
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Deal with any potential book-out and to our property.
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Lead the front office team in the FOM’s absence.
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Oversee all front office operations to ensure exceptional guest experiences, from check in to check out.
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Assist in staff scheduling to always ensure adequate coverage.
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Conduct property walks and be a visible presence in the lobby in the peak times to interact with guests and ensure smooth operations.
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Monitor and manage room inventory, ensuring optimal room allocations and guest satisfaction.
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Maintain accuracy in guest billing and payment process.
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Coordinate with Reservations department to manage room blocks, VIP guests and special requests.
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Collaborate with other departments (Housekeeping, Concierge, Food & Beverage) to ensure seamless guest experiences.
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Support in implementing and reviewing SOPs for the front office.
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Oversee the use and maintenance of front office systems (PMS, POS, etc.) to ensure accuracy and efficiency.
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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.
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Lead, train and develop a team front office team.
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Monitor team performance, providing feedback, coaching and mentoring.
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Foster a positive work environment that encourages teamwork, professional development and high employee morale.
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Assist in reporting on occupancy, guest satisfaction, and other KPIs.
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Contribute to guest recognition programmes and loyalty initiatives.
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.
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Strong leadership and people skills with the ability to motivate a team.
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Excellent communication, problem-solving, and organisational skills.
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Proficiency in PMS systems (Opera or similar).
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High attention to detail and ability to multitask under pressure.
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A passion for hospitality and creating memorable guest experiences.
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Fluency in English and any additional languages is an advantage.
Working Condition
- Flexible working hours including weekends, evenings, and bank holidays.
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Requires standing for extended periods and occasional manual handling.
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Guest-facing role requiring professional appearance and demeanour.
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.
