Job Description

About Montcalm Collection

United by timeless style and peerless service, Montcalm Collection is London's compendium of luxury hotels. Housed in elegant Georgian townhouses, an 18th-century brewery, heritage headquarters and a diamond-shaped skyscraper, each hotel reveals a different chapter in the city's story.


The hotels in the collection include a historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. A storied city-slicker, housed in the former headquarters of the Royal Mail: Montcalm Royal London House. A property with a bold new perspective at Montcalm East, part of Marriott's Autograph Collection. And a duo of mindful hotels which set a slower pace: Inhabit, Southwick Street and Inhabit, Queen's Gardens, both part of Design Hotels.


Our flagship hotel is on the brink of a bold new era. Its Grade II-listed building on the cusp of Park Lane has been sensitively refreshed by architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and Studio Est. We have added a new signature restaurant helmed by a world-famous chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as modern icons.


Conscious, cultured, characterful, and considerate, Montcalm Mayfair is a five-star hotel set on a historic crescent that sits proudly at the top of Park Lane, steps from Hyde Park and the West End, with a toe in Marylebone, bringing a fresh, holistic hospitality approach to London luxury. The respectful, sensitive full restoration includes a wellness space, community-welcoming public spaces and a restaurant helmed by an internationally acclaimed chef.

Overview

Montcalm Royal London House is looking for a skilled and ambitious

Rooms Division Manager

to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests.


Help to shape the Montcalm Collection's next chapter and showcase your skills. Become a trusted ambassador for one of our hotels and take advantage of the opportunity to move between properties, achieving the service and product delivery standards for the department with a high degree of customer care and service.

Key Responsibilities

Oversee the delivery of all aspects of the guest journey, from pre-arrival communications to post-departure feedback.

Personalise service experiences through use of guest preference profiles and team training.

Monitor guest satisfaction scores and feedback platforms, implementing improvements where necessary

Manage reception, concierge, and bell desk functions, ensuring seamless operations at all touchpoints. Implement SOPs and service standards that reflect the Montcalm Collection's luxury ethos. Monitor and enhance efficiency of check-in/check-out procedures and guest welcome processes.

Lead, develop, and support departmental leaders including Front Office Manager, Concierge, and Guest Relations Manager. Create learning opportunities and implement training schedules focused on service, systems, and leadership.

Conduct regular performance reviews and succession planning within the division.

Oversee room allocations, upgrades, and reservation flows in conjunction with Revenue and Reservations.

Support yield management efforts and coordinate on group booking logistics.

Ensure optimal use of PMS systems and accuracy of guest data and reporting.

Support the General Manager in ensuring health and safety procedures are adhered to across the division.

Conduct regular fire safety and emergency response training for Rooms teams.

Ensure key control procedures and guest privacy protocols are followed.

Liaise closely with Housekeeping, Engineering, Spa, Sales, and Food & Beverage to ensure consistent guest service. o Lead daily operations meetings and contribute to hotel strategy planning sessions.

This job description is designed to outline primary duties and conditions related to the Rooms Division Manager position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.

Essential Qualifications & Attributes

Proven Leadership: Minimum of 3-5 years of progressive leadership experience in a senior Front Office or Rooms Division role within luxury hospitality brands such as Marriott, Hilton, or Accor, including experience with loyalty programmes.

Operational Expertise: In-depth knowledge of both Front Office and Housekeeping operations, including best practices for luxury hotels.

Team Leadership: Strong leadership and team management skills, with a demonstrated ability to mentor, motivate, and develop diverse teams.

Guest-Centric Excellence: Exceptional customer service and communication skills, coupled with a genuine passion for delivering unparalleled guest experiences.

Problem-Solving: Highly organised with strong problem-solving and decision-making skills, capable of resolving complex guest and operational issues effectively.

Pressure Management: Proven ability to work effectively under pressure, manage multiple priorities, and adapt quickly to changing guest needs and operational demands.

Technological Proficiency: Advanced proficiency in hotel management systems, Point of Sale (POS), and other relevant Rooms Division software and reporting tools.

Communication: Excellent verbal and written communication skills, with the ability to build rapport with guests and internal teams.

Attention to Detail: Meticulous attention to detail regarding guest preferences, room presentation, and service standards.

Language Skills: Fluency in multiple languages is a significant advantage, particularly for a luxury international clientele.

Education: A Bachelor's degree in Hospitality Management or related field.

Working Conditions:

Full-time position based at hotel site, with flexibility across shifts and weekends.

Requires presence during peak operational periods including holidays.

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.

Celebrate your special day with a fully paid day off on your birthday.

After completing your probation, enjoy a paid day to support a cause of your choice and give back to the community.

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.

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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