Job Description

Montcalm Collection

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.

Overview

The Hotel Manager manages Heads of Departments directly and leads the wider hotel team overseeing all aspects of running a hotel including but not limited to Guest Experience from pre-arrival to post-departure service, Events, Health & Safety, P&L, Compliance, Training, Maintenance, Projects, Commercial Performance, and Reputation Management.


Hotel Manager holds responsibility for the health, safety, and welfare of employees, guests, and visitors of the hotel.




Hotel Manager ensures licence, award and insurance agreements are respected, adequate procedures, trainings are in place and responsibilities are clearly defined.

Key Responsibilities

Team & Operations Management

Discipline and a high degree of care are always shown towards guests. Staffing levels are aligned to business needs and adjusted as required. Team member rotas, holidays, hours, and attendance are effectively managed and communicated to Payroll. Headcount changes are made in a timely manner to ensure consistent service delivery and cost control. Underperformance is addressed promptly and in line with HR procedures. High-performing team members are recognised and encouraged to grow within the business. All team members represent the property's values when interacting with guests and colleagues. Starters, leavers, and payroll changes are processed accurately and in accordance with deadlines. Payroll is updated with relevant changes in line with agreed schedules. Wage queries are resolved swiftly, and discrepancies are investigated and corrected promptly. Annual appraisals and probation reviews are carried out on time and to the required standard. Shift leaders are trained to conduct performance reviews and provided with ongoing coaching. The quality and consistency of all performance reviews are regularly monitored. All team members receive constructive and high-quality feedback on their performance. Performance at all levels is appropriately managed, with necessary actions taken when required. Daily operations meetings are conducted on time and run effectively. A monthly schedule of team communication meetings is published and well attended. Team members are kept informed of daily, departmental, and wider business updates. Positive working relationships are encouraged and maintained across all departments.

Training & Development

Acts as a role model for the team, demonstrating high standards of behaviour, communication, and guest service. Coaches, mentors, and supports team members to perform at their best. Ensures all new team members complete a thorough departmental induction and any required training. Maintains accurate and up-to-date training records. Ensures all Standard Operating Procedures (SOPs) are current and aligned with operational standards. Facilitates and supports daily briefings and ongoing training sessions. Service training manuals are regularly reviewed, updated, and used to support team learning. New team members are signed off before being scheduled to work without supervision. Provides timely, constructive feedback to direct reports and other team members when appropriate. Actively gathers guest feedback to assess and improve training effectiveness. Uses feedback to drive service improvements and team development. Works with relevant internal departments (e.g. L&D, Guest Experience) to support training programmes and upskilling. Continuously looks for ways to improve the quality of guest interaction. Engages team leads and supervisors in identifying and championing improvements to service procedures.

Service Quality

Ensures guest needs are anticipated, and appropriate arrangements are made to meet those needs. Maintains personal contact with key guests to develop strong, positive relationships. Oversees arrival, departure, and long-stay guest planning with hotel teams to ensure smooth execution. Drives efforts across to enhance guest experiences and exceed expectations. Actively encourages and facilitates the collection of guest feedback. Ensures ongoing service quality assessments are carried out consistently. BEO meetings are chaired, and sufficient information is requested from organisers. Confirms that events across are properly prepared for, adequately staffed, and well supported. Ensures meetings related to guest satisfaction, service training, and other key topics are prepared for, scheduled, and attended. Oversees the handling of guest complaints, ensures thorough investigations are conducted, shares learnings with the team, and implements measures to prevent recurrence. Share positive guest feedback with teams to foster a culture of service excellence. Ensures guest complaints are resolved appropriately and in a timely manner, with a focus on root-cause analysis and service recovery.
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 & Qualification

Roles within a luxury hospitality environment. Strong leadership and team management skills, with the ability to mentor and motivate staff. Exceptional customer service and communication skills, with a passion for delivering excellence. Ability to work effectively under pressure, manage multiple priorities, and adapt to changing guest needs. High level of organisational and problem-solving skills with a focus on operational efficiency and meticulous attention to detail. Proficiency in hotel management systems and reporting tools. Excellent verbal and written communication skills, with the ability to build rapport with guests and internal teams.

Working Condition

Full-time position with a variable schedule, including evenings, weekends, and holidays as needed. Fast-paced environment requiring the ability to manage multiple priorities simultaneously. On-call availability may be required for emergencies or operational issues. Extended periods of standing or walking may be necessary during events or busy periods. Must be able to handle high-pressure situations with professionalism and composure.



Occasional travel for training or sister-property support.

Benefits

Competitive salary. A supportive, empowering team environment. Benefits platform with various discounts. 28 holidays including eight bank holidays, with more holidays after two-year service. Cash-back health benefits, including optical, dental, chiropractor and physio services. Discounted gym membership. Access to Wellbeing platform and sessions, including EAP. Awards and Recognition Programme. Annual parties. Regular and ongoing training and development, including leadership workshops. Enjoy a paid day off to celebrate your birthday - because your special day matters!

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.




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