Duty Manager / Guest Experience

Montcalm East, Shoreditch London; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A luxury hotel in London is seeking a Guest Experience Manager responsible for ensuring personalized, memorable experiences for guests. The role demands overseeing guest relations, managing service excellence, and leading a team to enhance guest satisfaction. Ideal candidates have strong hospitality backgrounds and exemplary customer service skills. This position offers a competitive salary, development opportunities, and a supportive team environment.

Benefits

Competitive salary

28 holidays including eight bank holidays

Discounted gym membership

Cash-back health benefits

Regular ongoing training and development

Qualifications

• Proven experience in guest relations, front office, or luxury hospitality.
• Ability to supervise and train team members effectively.
• Fluency in additional languages preferred.

Responsibilities

• Act as the primary point of contact for guest relations throughout the stay.
• Ensure all VIPs and special occasions receive personalized recognition.
• Monitor guest satisfaction scores and identify opportunities for improvement.

Skills

Exemplary customer service skills

Ability to manage a team

Fluency in English

Education

Bachelor’s degree in hospitality management or related field

Tools

Hotel management systems (e.g., Opera PMS)

Job description

Overview

The Guest Experience Manager is responsible for curating and delivering personalized, memorable experiences for all guests throughout their stay. This role ensures that every touchpoint of the guest journey — from pre-arrival to departure — reflects the luxury standards of the Montcalm Collection.

Working closely with the Front Office Manager and other department heads, the Guest Experience Manager anticipates guest needs, resolves issues with discretion, and drives a culture of exceptional service. The role is pivotal in maintaining the hotel’s reputation for excellence, enhancing guest loyalty, and embedding the brand’s wellness and sustainability ethos in every interaction.

Key Responsibilities

• Act as the primary point of contact for guest relations throughout the stay.
• Supervise Guest Experience and Guest Relations Executives to ensure service excellence and front office support in day-to-day operations.
• Ensure all VIPs, repeat guests, and special occasions receive personalised recognition.
• Handle guest feedback and complaints efficiently, ensuring prompt resolutions.
• 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 maintained.
• Oversee the pre-arrival process, ensuring guest preferences are anticipated and delivered.
• Liaise with all operational departments to guarantee seamless service delivery.
• Monitor guest satisfaction scores and identify opportunities for improvement.
• Maintains strong working relationships with all departments to support property operations and goals and to expedite the resolution of problems.
• Maintain accurate guest profiles and records to support loyalty and repeat business.
• Assist in management any potential book-outs from and to our property.
• Develop and maintain partnerships with local suppliers and cultural organisations.
• Recruit, train and develop team members. Ensure employees understand customer service expectations and parameters and that they feel empowered to provide excellent guest service.
• Conduct performance evaluations and provide coaching and mentoring in identified areas.
• Implement the customer recognition / service program.
• Manage team schedule to ensure adequate cover at all times.
• Promote the hotel’s wellness and sustainability ethos within all guest interactions.
• Document and share guest feedback to enable improvement and training in identified areas.

Skills & Qualifications

• Exemplary customer service skills.
• Ability to manage the team to achieve service excellence.
• Bachelor’s degree in hospitality management or related field (or equivalent experience).
• Proven experience in guest relations, front office, or luxury hospitality.
• Proficiency in hotel management systems (e.g., Opera PMS).
• Fluency in English required; additional languages preferred.

Working Condition

• Flexible schedule including evenings, weekends, and public holidays.
• Regular interaction with guests in all public areas of the hotel.
• Periods of standing and walking required.

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.