Guest Experience Executive

The-Montcalm-Royal-London-House; Greater London; On-site; GBP 22,000 - 32,000; Full time

Job summary

Montcalm Collection is seeking a Guest Experience Executive in London to welcome guests, anticipate needs and ensure an exceptional stay across all hotel departments. You will coordinate with teams to deliver personalised service, manage guest profiles and support VIP experiences with discretion and professionalism.

The role emphasises luxury brand standards, effective communication, and a proactive approach to guest satisfaction and loyalty.

Qualifications

• Experience in guest relations, front office or luxury hospitality.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency with hotel management systems (e.g., Opera PMS).
• Fluency in English; additional languages are desirable.

Responsibilities

• Welcome and assist guests on arrival, ensuring a seamless check-in experience.
• Provide personalised service, anticipate needs and recognise repeat guests.
• Coordinate with departments to fulfil guest requests and preferences.
• Handle guest queries, feedback and complaints promptly and courteously.
• Assist with pre-arrival communication and preparation for VIPs and special occasions.
• Maintain accurate guest profiles within the PMS.
• Support the Guest Experience Manager in delivering service excellence across touchpoints.
• Promote hotel facilities, local attractions and unique experiences.
• Ensure all guest interactions reflect Montcalm Collection’s luxury brand standards.

Skills

Guest relations

Front office

Luxury hospitality

Opera PMS / hotel systems

English fluency

Tools

Opera PMS

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

The Guest Experience Executive is the face of Montcalm Collection’s personalized service, ensuring that every guest feels welcomed, valued, and cared for throughout their stay.

Supporting the Guest Experience Manager, this role focuses on anticipating guest needs, curating memorable experiences, and ensuring seamless communication between guests and all hotel departments. With a warm, professional approach, the Guest Experience Executive contributes directly to guest satisfaction, loyalty, and the hotel’s reputation for excellence.

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 RESPONSIBILIES

• Welcome and assist guests on arrival, ensuring a seamless check-in experience.
• Provide personalised service, anticipating needs and recognising repeat guests.
• Coordinate with departments to fulfil guest requests and preferences.
• Handle guest queries, feedback, and complaints promptly and courteously.
• Assist with pre-arrival communication and preparation for VIPs and special occasions.
• Maintain accurate and detailed guest profiles within the PMS.
• Support the Guest Experience Manager in delivering service excellence across all touchpoints.
• Promote hotel facilities, local attractions, and unique experiences.
• Ensure all guest interactions reflect Montcalm Collection’s luxury brand standards.

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

• Previous experience in guest relations, front office, or luxury hospitality.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS).
• Fluency in English; additional languages are highly desirable.

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.