Guest Experience Host

LHM Luxury Hotel Management Ltd; Falmouth; On-site; GBP 22,000 - 26,000; Full time

Job summary

Hotel Meudon in Falmouth is seeking a Guest Experience Host to be the friendly, visible face of the hotel from 12pm–8pm, guiding guests from booking through to departure and beyond. You will welcome guests, provide concierge support, anticipate needs and resolve issues to ensure a seamless, personal experience.

The role goes beyond reception, owning the guest journey, creating memorable moments, and collaborating across departments to ensure no detail is missed.

Qualifications

• Previous hospitality, hotel or customer-facing experience.
• Excellent communication and interpersonal skills.
• Strong attention to detail and organisation.
• Ability to work independently and use initiative.
• Confidence handling guest concerns.
• A flexible, positive and team-focused attitude.

Responsibilities

• Support the pre-arrival guest journey through email, telephone and WhatsApp.
• Respond to guest questions and requests before arrival.
• Provide personalised recommendations and help guests plan their stay.
• Arrange restaurant bookings, taxis, experiences and special requests.
• Identify birthdays, anniversaries, celebrations and accessibility requirements.
• Ensure pre-arrival requests are communicated clearly to relevant departments.
• Look for opportunities to personalise the guest's arrival before they reach the hotel.
• Be a warm, visible and approachable presence throughout the hotel.
• Welcome arriving guests and help them settle into their stay.
• Check in with guests throughout their visit and anticipate their needs.
• Take ownership of the Meudon Concierge service, including WhatsApp, telephone and face-to-face requests.
• Provide personal recommendations for Falmouth and Cornwall.
• Assist with restaurant bookings, taxis, activities and local experiences.
• Handle guest concerns and complaints calmly, professionally and personally.
• Take ownership of issues and ensure they are followed through to resolution.

Skills

Hospitality experience

Communication

Attention to detail

Independence

Guest concerns handling

Team attitude

Local knowledge (Falmouth/Cornwall)

Job description

MEUDON GUEST EXPERIENCE HOST

Hotel Meudon, Falmouth

Hours: Full-time, 40 hours per week

Core hours: 12:00pm – 8:00pm

Department: Guest Experience / Front of House

Reports to: Hotel Manager

The Role

At Hotel Meudon, great hospitality is about how our guests feel before, during and after their stay.

We are looking for a Guest Experience Host to be the friendly, visible face of the hotel from 12pm–8pm, while helping to create a seamless guest journey from the moment a booking is made through to the moment they leave — and beyond.

You will welcome guests, provide concierge support, anticipate their needs, resolve issues, create memorable moments and work across the hotel to ensure nothing is missed.

This is not simply a reception role. It is about owning the guest experience and making every interaction with Meudon feel personal, effortless and genuinely welcoming.

Key Responsibilities

Before the Stay

• Support the pre-arrival guest journey through email, telephone and WhatsApp.

• Respond to guest questions and requests before arrival.

• Provide personalised recommendations and help guests plan their stay.

• Arrange restaurant bookings, taxis, experiences and special requests.

• Identify birthdays, anniversaries, celebrations, accessibility requirements and other special occasions.

• Ensure pre-arrival requests are communicated clearly to the relevant departments.

• Look for opportunities to personalise the guest's arrival before they reach the hotel.

During the Stay

• Be a warm, visible and approachable presence throughout the hotel.

• Welcome arriving guests and help them settle into their stay.

• Check in with guests throughout their visit and anticipate their needs.

• Take ownership of the Meudon Concierge service, including WhatsApp, telephone and face-to-face requests.

• Provide personal recommendations for Falmouth and Cornwall.

• Assist with restaurant bookings, taxis, activities and local experiences.

• Handle guest concerns and complaints calmly, professionally and personally.

• Take ownership of issues and ensure they are followed through to resolution.

• Create thoughtful touches and look for opportunities to go the extra mile.

• Support Reception during busy periods and assist with luggage and guest requests.

• Complete regular hotel walks and identify anything that could affect the guest experience.

After the Stay

• Follow up on outstanding guest requests or issues.

• Thank guests for staying with us and maintain a personal connection where appropriate.

• Capture meaningful guest feedback and preferences for future stays.

• Ensure important guest information is communicated to the wider team.

• Identify opportunities to encourage guests to return and continue their relationship with Meudon.

Concierge & Local Knowledge

• Take ownership of the Meudon Concierge service.

• Become a genuine source of local knowledge for our guests.

• Know the best restaurants, beaches, walks, attractions and experiences in the area.

• Recommend experiences based on individual guests rather than simply providing a list.

• Develop strong knowledge of Hotel Meudon's gardens, Bream Cove and everything available on our doorstep.

• Build relationships with local businesses and experience providers.

Supporting the Wider Hotel

The Guest Experience Host is part of the wider hotel team and should be willing to step in wherever needed to support the guest experience.

This may include:

• Supporting Reception.

• Assisting Food & Beverage during busy periods.

• Supporting Housekeeping with guest requests.

• Assisting with weddings, events and special occasions.

• Helping with luggage and guest movements.

• Preparing guest-facing areas.

• Communicating guest information between departments.

• Helping colleagues when they are under pressure.

We are looking for someone who is:

• Warm – naturally friendly and approachable.

• Observant – notices the details others may miss.

• Proactive – doesn't wait to be asked.

• Resourceful – finds solutions.

• Calm – handles complaints professionally.

• Flexible – happy to support wherever the hotel needs them.

• Confident – comfortable approaching and speaking with guests.

• Naturally hospitable – genuinely enjoys looking after people.

Experience & Skills

Essential:

• Previous hospitality, hotel or customer-facing experience.

• Excellent communication and interpersonal skills.

• Strong attention to detail and organisation.

• Ability to work independently and use initiative.

• Confidence handling guest concerns.

• A flexible, positive and team-focused attitude.

Desirable:

• Boutique or luxury hotel experience.

• Concierge or guest relations experience.

• Knowledge of Falmouth and Cornwall.

• Experience with hotel PMS or guest messaging systems.

Hours

Full-time – 40 hours per week

The core working pattern is 12:00pm–8:00pm, providing a dedicated guest experience presence throughout the afternoon and evening.

Flexibility will be required to support the needs of the hotel, including weekends, bank holidays, weddings, events and occasional changes to working hours.