Guest Experience Executive

Montcalm Collection; London; On-site; GBP 24,000 - 30,000; Full time

Job summary

Montcalm Collection is seeking a Guest Experience Executive to ensure exceptional customer service at their luxury hotels in London. The role involves greeting guests, managing check-ins, and providing personalized recommendations. Ideal candidates will have a passion for hospitality and a commitment to delivering a luxury experience.

Benefits

Competitive salary

28 holidays including bank holidays

Cash-back health benefits

Discounted gym membership

Regular training and development

Qualifications

• Minimum of 1 year of experience in a similar role is desired.
• Fluency in multiple languages is a plus.
• Impeccable grooming and presentation standards.

Responsibilities

• Greet all guests with a warm and welcoming demeanor.
• Efficiently handle the check-in and check-out process.
• Address guest inquiries and concerns promptly.

Skills

Customer Service

Communication

Problem-Solving

Attention to Detail

Education

High school diploma or equivalent

Degree in hospitality or related field

Tools

Hotel Management Systems

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 Marble Arch is looking for a skilled and ambitious Receptionist to join our team. You will play a pivotal role by ensuring the highest levels of customer service are consistently being delivered to our guests.

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

• Greet all guests with a warm and welcoming demeanour upon arrival,
• Efficiently handle the check-in and check-out process, ensuring accuracy in guest billing,
• Assist guests with luggage, valet parking, and provide a brief orientation of hotel facilities,
• Provide personalized service to VIPs and repeat guests, anticipating their needs and preferences,
• Address guest inquiries and concerns promptly, with a focus on exceeding guest expectations,
• Offer personalized recommendations for local dining, attractions, and services, tailored to guest preferences,
• Coordinate special requests and amenities for the guest, including room upgrades, special occasions, VIP services, dining, transportation,
• Handle guest complaints and issues efficiently, ensuring timely resolution and guest satisfaction,
• Conduct regular guest interactions to gather feedback and enhance their stay experience,
• Maintain clear and effective communication with other hotel departments (housekeeping, concierge, room service) to ensure guest needs are met,
• Answer and manage incoming calls, emails, and reservations, ensuring all communication is handled professionally and efficiently,
• Manage the front desk area, ensuring it remains clean, organized, and fully stocked with necessary supplies,
• Accurately process payments and ensure the security of guest information,
• Update guest records and maintain the confidentiality of all guest information,
• Respond to emergency situations calmly and efficiently, following hotel protocols.
  
  

This job description is designed to outline primary duties and conditions related to the Receptionist position at a luxury hotel. It is not an exhaustive list and additional tasks and responsibilities may be required as directed by hotel management.

Essential Qualifications And Attributes

• High school diploma or equivalent required, a degree in hospitality or a related field is preferred.
• Minimum of 1 year of experience in a similar role is desired.
• Proficient in hotel management systems (e.g., Opera, PMS, POS).
• High attention to detail and commitment to a luxury quality service,
• A friendly and approachable attitude with a genuine passion for hospitality.
• Impeccable grooming and presentation standards,
• Ability to work under pressure and handle challenging situations with grace.
• Flexibility to adapt to changing guest needs and preferences.
• Problem-solving skills with a focus on guest satisfaction.
• Strong organisational skills and multitasking abilities.
• Exceptional customer service skills with a passion for delivering a luxury guest experience.
• Excellent communication, problem-solving, and organizational skills.
• High level of professionalism, discretion and integrity.
• Fluency in multiple languages is a plus.
  
  

Working Conditions

• Hours, including weekends and bank holidays.
• Physical demands such as being on the feet for long periods of time and manual handling.
  
  

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.
  
  

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.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Business Development and Sales

• Industries

  Hospitality

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