Director Of Rooms

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 Marble Arch 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 are looking for an ambitious, dynamic and passionate Director of Rooms for our newly refurbished luxury hotel Montcalm Marble Arch. The Director of Rooms will embody our core values: belonging, sensitivity, wellbeing, changemaking and sustainability and ensure smooth, efficient and seamless operation of hotel outlets. They will lead and oversee all aspects of guest experience across all divisions with keen in providing luxury experience from pre-arrival to post-departure.

Join our amazing and diverse team and grow your career with Montcalm Collection. You will 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

 Director of Rooms shares the overall responsibility for the health, safety, and welfare of employees, guests, and visitors of the hotel with the Hotel Manager. They will ensure that licence, award and insurance agreements are respected, with adequate procedures and trainings in place and responsibilities clearly defined.

This role requires an exceptional attention for details, proactive and hands on approach and operational knowledge of all hotel outlets. A “CAN DO” attitude is essential, along with decision-making skills and the ability to work effectively in a collaborative environment to drive business growth and enhance the hotel’s brand visibility in the luxury market.

·         Be effectively present during peak business times. Maintain a visible presence during peak times to interact with guests, address their needs, and resolve any issues promptly.

·         Oversee guest services operations to ensure guests have a memorable and seamless experience from pre-arrival to post-departure.

·         Implement and monitor standards for personalised guest service, ensuring guests feel recognized and valued.

·         Ensure front office provides guests with high levels of guest satisfaction by ensuring a prompt service and, professional attention and personal recognition.

·         Ensure strong attention to detail with regards to the overall hotel presentation, both internally and externally.

·         Foster and nurture a great working environment for teams to thrive – connect departments to create a sense of one team.

·         Establish and maintain standards for all aspects of the rooms division, conducting regular inspections and audits.

·         Identify areas for improvement and implement changes to enhance guest satisfaction and operational efficiency.

·         Prepare for and attend meetings regarding guest satisfaction, service training, and other related topics.

·         Prepare and submit statistical performance and forecast analysis and reports as required.

·         Use company systems and processes to maximise revenue. Develop plans to increase occupancy and ADR through walk-ins and upselling at the front desk

·         Fully analyse guest satisfaction data and develop and implement plans to achieve established goals.

·         Ensure compliance with all health and safety regulations, implementing policies and procedures to maintain a safe environment for guests and staff.

·         Ensure that staff is trained train staff on emergency procedures and crisis management plans.

·         Be an ambassador of professionalism during unexpected situations, working together to complete tasks.

Requirements and skills

• Proven experience working in a similar position hotel, particularly in luxury hotels (minimum of 5 years preferred)
• Strong leadership skills with the ability to inspire and manage a diverse team.
• A deep commitment to delivering exceptional guest experiences.
• Experience in using hotel management software like Opera.
• Strong organisation and multi-tasking skills
• Strong interpersonal and communication skills to effectively interact with guests, staff, and stakeholders.
• High level of attention to detail to ensure quality and consistency.
• Excellent problem-solving skills and the ability to handle difficult situations with professionalism.
• Confidence interacting with guests and team members
• The ability to work independently 
• Ability to adapt to changing circumstances and manage multiple priorities.
• A positive mindset
• A genuine passion for working in hospitality and luxury hotel.

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.