Guest Service Executive

The Montcalm Mayfair; Greater London; On-site; GBP 25,000 - 35,000; Full time

Job summary

The Montcalm Mayfair is seeking a Guest Services Executive to deliver personalized, attentive service to guests throughout their stay, supporting the Guest Experience Manager and Front Office to reflect the luxury standards of the Montcalm Collection.

The role focuses on creating a seamless guest journey, responding to requests, resolving issues, and enhancing overall guest satisfaction, with a strong emphasis on hospitality excellence and proactive guest engagement in a luxury London setting.

Qualifications

• Experience in front office, guest relations or customer service in a luxury hotel preferred.
• Proficiency with hotel management systems (e.g., Opera PMS).
• Strong communication, interpersonal and problem-solving skills.
• Fluency in English; additional languages advantageous.

Responsibilities

• Welcome guests with warmth and professionalism and assist with check-in and check-out procedures.
• Process guest payments, deposits and billing accurately.
• Provide information about the hotel, services, local attractions and amenities.
• Respond promptly to guest inquiries, requests and concerns.
• Maintain guest records and ensure accurate documentation in PMS systems.
• Support VIP and special guest requirements to ensure personalised experiences.
• Handle guest complaints or concerns with empathy, escalating when required.
• Assist in monitoring and reporting guest satisfaction and feedback.
• Collaborate with internal departments to resolve operational or service issues.

Skills

Front office experience

Guest relations

Customer service

Fluent English

Tools

Opera PMS

Job description

BRAND INTRODUCTION

AtMontcalm Collection, we believe that timeless style and genuine hospitality aremore than just values, they’re a way of life. Our people are the heart of ourhotels: passionate individuals working together as a team, united by anunwavering commitment to providing first-class personal service.

Our collection spans some of London’s most storiedbuildings, from elegant Georgian townhouses and an 18th-century brewery to ahistoric head office and a contemporary architectural landmark. Each hotel hasits own unique story and within everyone, our team creates unforgettableexperiences 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 celebratesindividuality, nurtures potential and upholds the very highest standards of theart of hospitality.

SCOPE & GENERAL PURPOSE

The Guest Services Executive is responsible for delivering personalized, attentive, and professional service to all guests throughout their stay. This role supports the Guest Experience Manager and the Front Office team in ensuring that every guest interaction reflects the luxurystandards of the Montcalm Collection.

The Guest Service Executive plays a critical role in creating a seamless guest journey, responding promptly to requests, resolvingminor issues, and enhancing overall guest satisfaction.

COMPETENCIES

1. Guest-FocusedService

• Providesexceptional service to all guests, anticipating and responding to their needs.


• Handlesinquiries, requests, and concerns promptly and professionally.


• Ensures guests feel welcomed, valued, andwell-informed throughout their stay.

2. Communication& Interpersonal Skills

• Engageswith guests in a courteous, professional, and culturally sensitive manner.


• Maintainsclear and effective communication with team members and other departments.


• Always represents the Montcalm Collection brandconsistently.

3. OperationalSupport

• Assists in check-in/check-out processes,reservations, and room allocations.


• Monitors guest satisfaction and inform theGuest Experience Manager of any issues.


• Supports VIP and repeat guest recognitionprograms as required.

4. Problem-Solving& Adaptability

• Responds calmly to guest concerns, offeringappropriate solutions.


• Adapts to varying guest expectations andoperational demands.


• Maintains composure and professionalism in busyor challenging situations.

5. TeamCollaboration

• Worksclosely with Front Office, Guest Experience, and other departments.


• Sharesinformation and updates to ensure smooth and coordinated operations.


• Supportscolleagues in delivering seamless, luxury guest experiences.

KEY RESPONSIBILIES

• Welcome guests with warmth and professionalism andassist with check-in and check-out procedures.


• Process guest payments, deposits and billingaccurately.


• Provide information about the hotel, services,local attractions, and amenities.


• Respond promptly to guest inquiries, requests,and concerns.


• Maintain guest records and ensure accuratedocumentation in PMS systems.


• Support VIP and special guest requirements toensure personalised experiences.


• Handle guest complaints or concerns withempathy, escalating when required.


• Assist in monitoring and reporting guestsatisfaction and feedback.


• Collaborate with internal departments toresolve operational or service issues.


• Maintain a visible presence in guest areas,ensuring proactive engagement.


• Ensure the reception area is always wellpresented and stocked with all necessary supplies.


• Answer and manage incoming calls, emails andreservations is professional and efficient manner.


• Uphold brand standards, including wellness andsustainability initiatives.


• Comply with all policies and SOP’s including,but not limited to GDPR, Health & Safety and Security.


• Respond to emergency situations calmly andefficiently, following hotel protocols.

Thisjob description sets out the main responsibilities related to the role atMontcalm Collection. It is not intended to be exhaustive, and duties may bevaried from time to time as required by management to meet the needs of thebusiness.

SKILLS & QUALIFICATIONS

• Previous experience in front office, guestrelations, or customer service in a luxury hotel preferred.


• Proficiency in hotel management systems (e.g.,Opera PMS).


• Strong communication, interpersonal, andproblem-solving skills.


• Fluency in English; additional languages anadvantage.

WORKING CONDITIONS

• Flexible schedule including evenings, weekends,and public holidays.


• Regular interaction with guests in public areasof the hotel.


• Periods of standing and walking required.

Compensation: Competitive salary