Guest Experience Assistant

Montcalm Collection; Greater London; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Flexible schedule

Guest experience training

Job summary

Montcalm Collection is seeking a detail‑oriented Guest Experience Assistant to ensure the timely preparation, presentation, and delivery of in‑room amenities. You will work closely with the Guest Experience team and Housekeeping to meet VIP requests and personalized guest preferences.

This role focuses on coordinating amenities, greeting guests in public areas, and supporting daily operations to uphold the hotel’s luxury service standards.

Qualifications

• Excellent attention to detail and a strong sense of presentation.
• Good organizational and time-management skills, with the ability to prioritise multiple tasks.
• Strong communication and interpersonal skills in a luxury hospitality context.

Responsibilities

• Prepare, organise and deliver guest amenities to rooms in accordance with the hotel’s standards and guest preferences.
• Ensure amenities are presented to the highest standard with attention to quality, cleanliness and presentation.
• Coordinate with the Guest Experience team, Kitchen, Housekeeping and Front Office to ensure timely delivery of amenities.
• Review daily amenity requirements, including VIP arrivals and personalised guest requests.
• Maintain accurate records of amenity deliveries and communicate delays or issues to the Guest Experience team.
• Assist with stock counts, inventory management and replenishment of departmental supplies.

Skills

Attention to detail

Time management

Communication

Interpersonal skills

Teamwork

Guest focus

Organizational skills

Luxury hospitality passion

Job description

BRAND INTRODUCTION

At Montcalm Collection, we believe that timeless
style and genuine hospitality are more than just values, they’re a way of life.
Our people are the heart of our hotels: passionate individuals working together
as a team, united by an unwavering commitment to providing first-class personal
service.

Our collection spans some of
London’s most storied buildings, from elegant Georgian townhouses and an
18th-century brewery to a historic head office and a contemporary architectural
landmark. Each hotel has its own unique story and within everyone, our team
creates unforgettable experiences for our guests.

While our walls speak of
history, it’s our people, their ambition and their creativity that shapes our
future.

Join us and become part of a
culture that celebrates individuality, nurtures potential and upholds the very
highest standards of the art of hospitality.

SCOPE & GENERAL PURPOSE

Delivering exceptional guest experiences by
ensuring the timely preparation,

presentation and delivery of guest amenities,
while supporting the daily operations of

the Guest Experience department.

The role is primarily focused on the
coordination and delivery of in-room amenities, with

additional responsibilities in guest
engagement, room personalization, stock

management and general departmental support.

The successful candidate will demonstrate
excellent attention to detail, strong

organizational skills and a genuine passion
for hospitality, ensuring that every guest

touchpoint reflects the hotel's luxury service
standards.

COMPETENCIES

1. Guest-Centric Service

• Provides personalised, attentive service that exceeds expectations.
• Anticipates guest needs and responds promptly with discretion.
• Delivers memorable experiences that reflect the luxury standards of Montcalm Collection.

2. Communication & Presentation

• Builds natural rapport with guests, ensuring a professional and culturally aware approach.
• Acts as a brand ambassador, representing the hotel with confidence and courtesy.
• Liaises effectively with colleagues to guarantee smooth guest journeys.

3. Operational Excellence

• Assists with pre-arrival arrangements and coordinates special requests.
• Supports the recognition and care of VIPs and repeat guests.
• Ensures guest profiles are kept accurate and updated for future visits.

4. Problem-Solving & Discretion

• Handles guest concerns with empathy, efficiency, and professionalism.
• Escalates issues appropriately while maintaining guest satisfaction.
• Demonstrates composure in fast-paced or high-pressure situations.

5. Innovation & Continuous Improvement

• Embraces new ideas, trends, and technologies in guest service.
• Suggests enhancements to elevate the guest journey.
• Supports the integration of wellness and sustainability into daily guest interactions.

Key Responsibilities

.Guest Amenities Preparation & Delivery

• Prepare, organise and deliver guest amenities to rooms in accordance with the hotel's standards and guest preferences.
• Ensure all amenities are presented to the highest standard, with particular attention to quality, cleanliness and presentation.
• Coordinate with the Guest Experience team, Kitchen, Housekeeping and Front Office teams to ensure the timely delivery of amenities.
• Review daily amenity requirements, including VIP arrivals, special occasions, celebrations and personalised guest requests.
• Maintain accurate records of amenity deliveries and communicate any delays, discrepancies or issues to the Guest Experience team.
• Ensure all amenity equipment, presentation materials and supplies are properly maintained, organised and replenished.
• Assist with the collection and return of amenity equipment when required.

2.Guest Experience & Personalisation

• Assist with welcoming and greeting guests in the lobby, providing a warm,
• professional and personalised service.
• Prepare handwritten welcome cards, celebration messages and other
• personalised guest correspondence.
• Assist with room decorations and special arrangements for birthdays,
• anniversaries, honeymoons and other celebrations.
• Support the preparation and coordination of amenity report, special guest
• requests and personalised experiences.
• Assist with stock counts, inventory management and replenishment of
• departmental supplies, including amenities, stationery, packaging and
• decorative materials.
• Maintain the organisation, cleanliness and presentation of Guest Experience
• storage and preparation areas.
• Support the Guest Experience team with daily administrative and operational
• tasks as required.
• Communicate relevant guest preferences, requests and observations to
• Guest Experience team to ensure a seamless guest journey.
• Provide additional assistance during busy periods and support other
• departments when operationally required.

KEY RESPONSIBILIES

1.Guest Amenities Preparation & Delivery

• Prepare, organise and deliver guest amenities to rooms in accordance with the
• hotel's standards and guest preferences.
• Ensure all amenities are presented to the highest standard, with particular
• attention to quality, cleanliness and presentation.
• Coordinate with the Guest Experience team, Kitchen, Housekeeping and Front
• Office teams to ensure the timely delivery of amenities.
• Review daily amenity requirements, including VIP arrivals, special
• occasions, celebrations and personalized guest requests.
• Maintain accurate records of amenity deliveries and communicate any
• delays, discrepancies or issues to the Guest Experience team.
• Ensure all amenity equipment, presentation materials and supplies are properly
• maintained, organized and replenished.
• Assist with the collection and return of amenity equipment when required.

2.Guest Experience & Personalization

• Assist with welcoming and greeting guests in the lobby, providing a warm,
• professional and personalized service.
• Prepare handwritten welcome cards, celebration messages and other
• personalized guest correspondence.
• Assist with room decorations and special arrangements for birthdays,
• anniversaries, honeymoons and other celebrations.
• Support the preparation and coordination of amenity report, special
• guest requests and personalized experiences.
• Assist with stock counts, inventory management and replenishment of
• departmental supplies, including amenities, stationery, packaging and
• decorative materials.
• Maintain the organization, cleanliness and presentation of Guest
• Experience storage and preparation areas.
• Support the Guest Experience team with daily administrative and
• operational tasks as required.
• Communicate relevant guest preferences, requests and observations to
• the Guest Experience team to ensure a seamless guest journey.
• Provide additional assistance during busy periods and support other
• departments when operationally required

SKILLS & QUALIFICATIONS

• Excellent attention to detail and a strong sense of presentation.
• Good organizational and time-management skills, with the ability to prioritise multiple tasks.
• A proactive, reliable and hands-on approach to work.
• Good communication and interpersonal skills.
• A positive attitude and willingness to support the wider team.
• Ability to work independently and efficiently in a fast-paced hotel environment.
• Flexibility to adapt to changing operational requirements.
• A genuine interest in luxury hospitality and creating memorable guest

WORKING CONDITIONS

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