Guest Experience Manager

Montcalm Collection; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A luxury hotel group in London is seeking a Guest Experience Manager responsible for ensuring guest satisfaction and smooth operations. Ideal candidates will have management experience in 4- and 5-star hotels, strong communication skills, and the ability to handle multiple tasks. This role offers a collaborative team environment with pathways for promotion and employee benefits including training and health incentives.

Benefits

Collaborative team dynamics

Pathways for promotions

28 holidays annually

Health incentives

Nutritious meals during shifts

Complimentary dry-cleaning service for uniforms

Qualifications

• At least 1-year previous management or supervision in a similar role.
• Experience in working in similar role within 4- and 5-star hotels in London.
• Ability to handle multiple projects simultaneously.

Responsibilities

• Manage day-to-day operations to meet customer expectations.
• Welcome guests upon arrival and ensure a smooth check-in process.
• Handle guest complaints and issues efficiently.

Skills

Excellent communication skills

Negotiation skills

Interpersonal skills

Results-oriented mindset

Tools

Opera knowledge

Job description

About Montcalm Collection

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 historic brewery, reimagined as a vibrant modern hotel: Montcalm Brewery. 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.

Our flagship hotel is on the brink of a bold new era. Its Grade II-listed building on the cusp of Park Lane has been sensitively refreshed by architects Holland Harvey. Interiors are being rejuvenated by Studio Mica and Studio Est. We have added a new signature restaurant helmed by a world-famous chef, alongside a dapper lounge and bar. Communal areas, bedrooms and suites have all been artfully redesigned; our spa and Grand Ballroom will re-emerge as modern icons.

Conscious, cultured, characterful, and considerate, Montcalm Mayfair is a five-star hotel set on a historic crescent that sits proudly at the top of Park Lane, steps from Hyde Park and the West End, with a toe in Marylebone, bringing a fresh, holistic hospitality approach to London luxury. The respectful, sensitive full restoration includes a wellness space, community-welcoming public spaces and a restaurant helmed by an internationally acclaimed chef.

Overview

Montcalm Mayfair is looking for a skilled and ambitious Guest Experience Manager 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

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily.
• Welcome guests upon arrival and ensure a smooth check-in process, high visibility around public spaces, especially in the Front Desk is a must.
• Provide personalized service to VIPs and repeat guests, anticipating their needs and preferences.
• Implements the customer recognition/service program, communicating and ensuring the process.
• Schedule and manage the team to ensure adequate coverage at all times.
• Handle guest complaints and issues efficiently, ensuring timely resolution and guest satisfaction.
• Conduct regular guest interactions to gather feedback and enhance their stay experience.
• Coordinate special requests and amenities for guests, including dining, transportation, and activities.
• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Provides services that are above and beyond for customer satisfaction and retention.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee wellbeing is preserved.
• Collaborate with other departments to ensure guest expectations are met or exceeded.
• Ensure employees understand customer service expectations and parameters, they feel empowered to provide excellent customer service.
• Monitor and maintain guest satisfaction levels, implementing improvements as necessary.
• Ensure that all guest data and preferences are accurately recorded in the hotel’s system.
• Review daily reports, including guest arrivals, departures, and special requests.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Lead, train, and motivate the guest relations team to deliver exceptional service.
• Conduct performance evaluations and provide coaching and development opportunities in own team.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

Essential Qualifications

• At least 1-year previous management or supervision in a similar role
• Experience in working in similar role within 4- and 5-star hotels in London.
• Opera knowledge
• Availability for flexible working schedule
• Excellent communication, negotiation, and interpersonal skills
• Ability to handle multiple projects simultaneously.
• Results-oriented and driven to achieve revenue and performance targets.

Benefits

• Collaborative and empowering team dynamics.
• Pathways for promotions and growth within the brand.
• Recognition and Rewards Program.
• Access to an array of discounts via our Benefits Platform.
• Comprehensive training through Certified Classroom and E-Learnings.
• 28 holidays annually, inclusive of 8 bank holidays. Additional holidays post 2-year tenure.
• Health incentives: Cash-back on optical, dental, chiropractic, and physio services.
• Concession on gym memberships.
• Nutritious meals provided during shifts.
• Complimentary dry-cleaning service for uniforms.
• Inclusive pension schemes.

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 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.

Please note that we do not accept unsolicited CVs from agencies or headhunters. Any CVs submitted for these roles without prior agreement per role in writing from our Head of Human Resources, will be considered the property of the company and will not be subject to agency fees.