Guest Experience Executive

TN United Kingdom; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a prestigious collection of luxury hotels in London as a Guest Relations Executive. This role is perfect for someone who thrives in a dynamic environment and is passionate about delivering exceptional customer service. You will have the opportunity to create unique experiences for guests, ensuring their needs are met and expectations exceeded. With a focus on collaboration and communication, you will work closely with various departments to enhance guest satisfaction and contribute to the hotel's reputation for excellence. If you are ready to take your career to the next level in a vibrant and inclusive workplace, this is the opportunity for you.

Qualifications

• At least 1 year of experience in a similar role.
• Experience in 4- and 5-star hotels in London.

Responsibilities

• Devise and create memorable experiences for guests.
• Ensure high levels of customer care and service.
• Handle guest feedback and complaints effectively.

Skills

Communication Skills

Negotiation Skills

Interpersonal Skills

Customer Care

Flexibility

Job description

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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.

Discover Montcalm Brewery: a historic brewery transformed
into a luxury hotel in the heart of the city. Featuring artful interiors,
modern British dining, and a sleek fitness suite. Indulge in seasonal cuisine
at The Jugged Hare, explore iconic landmarks nearby, and enjoy 235 elegant
rooms and suites. Blending history and modernity seamlessly, a storied past
with a touch of contemporary luxury.

Overview

Montcalm Collection are looking
for a skilled and ambitious Guest Relations Executive to join
our team. You will play a pivotal role by intervening in any guest/employee
situation as needed to ensure the integrity of the property is maintained,
guest satisfaction is achieved, and employee well-being is preserved.

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

1. To devise, cost and create uniquely memorable experiences for Montcalm guests.
2. To ensure that the highest levels of customer care and service are always delivered to all hotel guests.
3. To display excellent social skills in handling all types of people and situations, and high levels of versatility and flexibility in meeting the varied needs and expectations of our guests.
4. To anticipate guest needs and to ensure that expectations are not only consistently met but consistently exceeded.
5. To take responsibility for the daily arrivals list and to prepare the VIP list ensuring that all guest details are correct. To update the VIP list each morning and liaise with the relevant department regarding VIP, Special Occasions and regular guests.
6. To ensure all VIPs and guest welcome/welcome back cards are printed daily.
7. To update guest profiles with requirements and personal preferences.
8. To make bookings for guests as and when required i.e. theatre, restaurant, cars etc.
9. To assist with Reception and Front Office Duties at busy and peak times.
10. To promote The Montcalm Royal London House hotel to guests and visitors, contacting the reservations departments and making any advanced bookings for guests as required.
11. Encourage and actively seek guest feedback.
12. Carry out any reasonable request by any of the senior management team. Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
13. Ensuring that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
14. Improving service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
15. Performing Front Desk duties in high demand times.

Essential Qualifications

1. At least 1-year previous experience in a similar role.
2. Experience in working in similar role within 4- and 5-star hotels in London.
3. Availability for flexible working schedule.
4. Excellent communication, negotiation, and interpersonal skills.
5. Ability to handle multiple projects simultaneously.
6. Collaborative and empowering team dynamics.

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.