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

• 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.
• 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.
• 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.
• Communication & Brand Representation
• Acts as a representative of Montcalm Collection, upholding the brand’s luxury standards.
• Maintains effective communication with colleagues and management.
• Problem Solving & Adaptability
• Handles guest complaints professionally and ensures timely resolution.
• Adjusts staffing and workflow to meet operational needs and guest expectations.
• 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 elevate 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.

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