Front Office Trainee

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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.

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 Collection is looking for a skilled and ambitious Front Office Trainer to join our team. You will be able to develop, deliver, and monitor training programs across multiple locations. This role ensures that front-line staff deliver consistently exceptional guest experiences, align with brand standards, and operate efficiently.

The ideal candidate is a confident communicator, passionate about customer service, and experienced in hospitality.

Key Responsibilities

• Design and deliver engaging training programs for front office, reception, and guest services staff across all sites.
• Conduct on-site training sessions and follow-up assessments to ensure learning outcomes are met.
• Standardize service delivery by implementing SOPs, checklists, and operational guidelines.
• Coach and mentor team members to enhance communication, problem-solving, and guest interaction skills.
• Evaluate the effectiveness of training through feedback, performance metrics, and guest satisfaction reports.
• Support onboarding of new hires and continuous development for existing staff.
• Partner with site managers to identify training needs and performance gaps.
• Ensure compliance with health, safety, and data protection standards in guest services.
• Keep training materials updated and aligned with brand values, technology changes, and industry trends.
• Travel regularly between locations as needed to ensure consistent quality and support.
• Ensure shift meetings and handovers take place and relevant information is filtered down and up.

This job description is designed to outline primary duties and conditions related to the Front Office Trainer 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 And Attributes

• Proven experience in a hospitality, front office, or guest services supervisory/training role.
• Strong knowledge of hotel or service front desk operations and systems (e.g., PMS, booking platforms).
• Excellent interpersonal and presentation skills.
• Ability to motivate and develop individuals and teams.
• Highly organized, with strong attention to detail and time management.
• Willingness and ability to travel regularly across locations.
• Proficiency in MS Office; experience with LMS or e-learning platforms is a plus.

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.

Seniority level

• Seniority level

Entry level

Employment type

• Employment type

Full-time

Job function

• Job function

Education and Training

• Industries

Hospitality

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