Assistant Guest experience Manager

Montcalm East, Shoreditch London; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A premium luxury hotel in London seeks an Assistant Guest Experience Manager to enhance the guest journey through exceptional service and operational excellence. The role requires leading a dedicated team, resolving guest issues promptly, and maintaining high service standards in a fast-paced environment. Ideal candidates will have prior management experience in luxury hotels, strong communication skills, and experience with Opera. The role offers competitive benefits in a vibrant hotel atmosphere, promoting staff development and wellbeing.

Benefits

Competitive salary

28 holidays including bank holidays

Cash-back health benefits

Discounted gym membership

Regular training and development

Birthday day off

Qualifications

• Previous experience in a supervisory role within the hospitality industry.
• Ability to work in a fast-paced environment.
• Results-oriented with a focus on achieving performance targets.

Responsibilities

• Manage day-to-day operations and ensure service quality.
• Handle guest complaints efficiently.
• Train and lead the guest relations team.

Skills

Excellent communication

Negotiation skills

Interpersonal skills

Ability to handle multiple projects

Education

At least 1-year management experience

Experience in 4- and 5-star hotels in London

Tools

Opera knowledge

Job description

Montcalm East

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 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.

Montcalm East, an Autograph Collection Hotel, with pioneering architecture and a bold approach to life, the hotel reflects the creative spirit of its Shoreditch setting. With a prime position on City Road in East London, where arty Shoreditch meets progressive Silicon Roundabout. Old Street Tube station is just a few steps away.

Overview

The Assistant Guest Experience Manager supports the delivery of an exceptional and personalised guest journey across the hotel. This role acts as a key liaison between guests and internal teams, ensuring service excellence, prompt resolution of issues, and a consistently high standard of guest satisfaction. The Assistant Guest Experience Manager intervenes in guest and colleague situations as needed, upholding the brand’s service ethos while maintaining operational integrity. The Assistant Guest Experience Manager supports guest relations strategy, departmental training, and the implementation of initiatives that enhance the overall guest experience in a luxury hospitality environment.

The Assistant Guest Experience Manager ensures standards are maintained on the floor, leads by example in guest engagement, and takes ownership of service recovery when required.

Key Responsibilities

• Assist managing day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
• Collaborate with guest experience manager on daily tasks such as team recruitment, team appraisals, team training and onboarding amongst other.
• Welcome guests upon arrival and ensure a smooth check-in process, high visibility around public spaces, especially in the Front Desk is a must.
• Provide personalised service to VIPs and repeat guests, anticipating their needs and preferences.
• Deal with any potential book-out from and to our property.
• Implements the customer recognition/service program.
• Support, schedule and manage the team to ensure adequate coverage at all times.
• Handle guest complaints and issues efficiently, ensuring timely resolution and guest satisfaction.
• Conduct regular guest interactions to gather feedback and enhance their stay experience.
• Encourage guest experience team interaction and engagement with our guests.
• Together with the team, coordinate special requests and amenities for guests, including dining, transportation, and activities.
• Develops specific goals and plans to prioritise, organise, and accomplish your work.
• Provides services that are above and beyond for guest satisfaction and retention.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Collaborate with other departments to ensure guest expectations are met or exceeded.
• Ensure employees understand customer service expectations and parameters, they feel empowered to provide excellent guest service.
• Monitor and maintain guest satisfaction levels, implementing improvements as necessary.
• Ensure that all guest data and preferences are accurately recorded in the hotel’s system.
• Review daily reports, including guest arrivals, departures, and special requests.
• Monitor guest satisfaction levels and suggest improvements.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Lead, train, and motivate the guest relations team to deliver exceptional service.
• Conduct performance evaluations and provide coaching and development opportunities in own team.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

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 & Qualifications

• At least 1-year previous management or supervision in a similar role. Marriott experience is preferable.
• Experience in working in similar role within 4- and 5-star hotels in London.
• Opera knowledge.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to handle multiple projects simultaneously.
• Results-oriented and driven to achieve revenue and performance targets.

Working Condition

Fast-paced environment.

Extended periods of standing or walking may be necessary.

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 this role 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.