Front Office Manager

Additional Information: This hotel is owned and operated by an independent franchisee, Montcalm Hotels Ltd. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

KEY RESPONSIBILIES 
•Oversee and manage daily Front Office operations, ensuring smooth processes from check-in to check-out.
•Ensure VIPs, long-stay guests, and repeat clientele receive tailored, luxury experiences.
•Lead, coach, and develop the Front Office team to deliver service excellence.
•Maintain a visible presence in the lobby during peak times, engaging with guests.
•Lead, train and develop front office team.
•Conduct regular performance evaluations and provide feedback, coaching and mentoring.
•Foster a positive work environment that encourages teamwork, professional development and high employee morale.
•Ensure optimal staff coverage during the shifts.
•Collaborate with Housekeeping, Reservations, Food & Beverage, and other teams to ensure seamless guest journeys.
•Oversee revenue management at the Front Office, including upselling opportunities and room allocation strategies.
•Monitor guest feedback, review scores, and implement initiatives to continuously improve satisfaction.
•Ensure compliance with brand standards, SOPs, and safety protocols.
•Prepare and present operational reports including occupancy, revenue, and guest satisfaction metrics.
•Handle escalated guest complaints with discretion, ensuring positive outcomes.
•Monitor and manage room inventory, ensuring optimal room allocations and guest satisfaction.
•Oversee the accuracy of guest billing and payment process.
•Ensure regular and VIP guests are recognised and that the Front Office team operates with sales attitude and promotes the wellness concept of the Montcalm Collection Brand.

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 
•Bachelor’s degree in hospitality management, Business Administration, or equivalent experience.
•Proven track record in luxury hotel Front Office management or supervisory roles.
•Strong leadership and people management skills.
•Excellent communication and conflict-resolution abilities.
•Financial literacy with experience in budgeting and forecasting.
•Proficient in hotel systems (Opera PMS or similar).
•Fluency in English; additional languages are an asset.

Salary and Service charge. £40.000 to £45.000

This company is an equal opportunity employer.

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The Autograph Collection is a growing collection of four and five-star independent hotels, each offering unique and memorable experiences. Each hotel is thoughtfully chosen for its quality, originality, bold character, and ability to offer today’s traveler a range of unique experiences suited to their individual sense of style and adventure. All Autograph Collection hotels look to attract The Individualist, the brand's target consumer. The Individualist is someone who uses travel as an opportunity to add to their personal narrative – in essence they are hand selecting our hotels whether for personal or corporate travel because it is much more than simply a place to rest. In joining Autograph Collection, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.