Front Office Supervisor

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 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.

COMPETENCIES

1. Leadership
& Team Support

·
Provides clear direction and supervision to
front desk agents and guest service staff.

·
Motivates and coaches team members to maintain
service excellence.

·
Demonstrates confidence in decision-making
during shifts.

2. Guest-Focused
Service

·
Responds promptly to guest inquiries, requests,
and concerns.

·
Anticipates guest needs to enhance satisfaction
and loyalty.

·
Ensures VIPs and repeat guests receive
personalised attention.

3. Operational
Oversight

·
Monitors daily front office operations,
including check-in/check-out, billing, and reservations.

·
Coordinates with Housekeeping, F&B, and
other departments to ensure seamless service delivery.

· Maintains
accurate records and ensures smooth shift handovers.

4. Communication
& Brand Representation

· Acts
as a representative of Montcalm Collection, upholding the brand’s luxury
standards.

·
Maintains effective communication with
colleagues and management.

5. Problem
Solving & Adaptability

· Handles
guest complaints professionally and ensures timely resolution.

· Adjusts
staffing and workflow to meet operational needs and guest expectations.

6. Sustainability
& Responsibility

· Supports
the hotel’s sustainability initiatives.

· Promotes
responsible and ethical practices in all interactions.

KEY RESPONSIBILIES

·
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
handles 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.

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

·
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.

WORKING
CONDITIONS

·
Flexible schedule including evenings, weekends,
and public holidays.

·
Regular interaction with guests in public areas
of the hotel.

·
Periods of standing and walking required.