Assistant Front Office Manager

• 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 that encourages teamwork, professional development and high employee morale
• Assist in reporting on occupancy, guest satisfaction, and other KPIs
• Contribute to guest recognition programmes and loyalty initiatives

• Proven experience in a supervisory role within Front Office or a similar luxury hospitality environment
• Strong leadership and people skills with the ability to motivate a team
• Excellent communication, problem-solving, and organisational skills
• Proficiency in PMS systems (Opera or similar)
• High attention to detail and ability to multitask under pressure
• A passion for hospitality and creating memorable guest experiences
• Fluency in English and any additional languages is an advantage

Any additional languages