Guest Service Executive

Inhabit Hotels | B Corp™; Greater London; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Competitive salary

Generous holiday allowance

Paid birthday leave

Wellbeing support - Employee Assistant

Continual learning and development

Cashback healthcare plan

Gym membership rates

Paid volunteering day

Employee referral programme

Complimentary meals on duty

Exclusive room rate discounts

Marriott Bonvoy hotel discounts

City-wide discounts and perks

Recognition programmes

Annual celebrations and social events

Job summary

Montcalm Collection in London is seeking a Guest Service Executive to deliver personalized, attentive service across guest touchpoints, supporting the Front Office team and Guest Experience Manager.

You will welcome guests, assist with check-in/out, answer inquiries, and maintain records in the PMS while upholding luxury standards.

This role requires flexibility, strong English, and a passion for hospitality within a historic, upscale hotel group.

Qualifications

• Experience in front office, guest relations, or customer service in a luxury hotel.
• Proficiency with hotel management systems (e.g., Opera PMS).
• Strong communication and interpersonal skills.

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 and local attractions.
• Respond promptly to guest inquiries and concerns.
• Maintain guest records and ensure accurate documentation in PMS systems.
• Support VIP and special guest requirements to ensure personalized experiences.
• Handle guest complaints with empathy and escalate when required.
• Collaborate with internal departments to resolve issues.

Skills

Front Office

Opera PMS

Communication

Guest relations

Job description

BRAND INTRODUCTION
At Montcalm Collection, we believe that timeless style and genuine hospitality are more than just values; they’re a way of life. Our people are the heart of our hotels: passionate individuals working together as a team, united by an unwavering commitment to providing first-class personal service.
Our collection spans some of London’s most storied buildings, from elegant Georgian townhouses and an 18th-century brewery to a historic head office and a contemporary architectural landmark. Each hotel has its own unique story, and within everyone, our team create unforgettable experiences 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 celebrates individuality, nurtures potential, and upholds the very highest standards of the art of hospitality.

Why Join Montcalm Collection

• Competitive salary that reflects your talent, contribution, and potential.
• Generous holiday allowance, starting at 28 days (including bank holidays) and increasing with service—supporting your life beyond work.
• Paid birthday leave, so you can celebrate your special day your way.
• We celebrate life’s milestones with you, offering generous gifts and financial support for special occasions such as weddings and the arrival of a new baby.
• Comprehensive wellbeing support, including free access to our Employee Assistance Programme provided by Hospitality Action, offering confidential support, wellbeing resources, and free legal advice.
• Tailored wellbeing experiences, from yoga sessions and life coaching to wellbeing workshops designed to support both mind and body.
• Cashback healthcare plan, covering dental, optical, physiotherapy, and alternative treatments—helping you stay at your best.
• Preferential gym membership rates, helping you maintain your health and vitality.
• Continuous learning and development opportunities, from hands-on training to leadership masterclasses—empowering your career growth.
• Paid volunteering day, giving you the opportunity to support a charity close to your heart.
• Employee referral programme, rewarding you for bringing great talent into our teams.
• Complimentary meals on duty in our team restaurant.
• Exclusive room rate discounts across the Montcalm Collection.
• International hotel discounts through Marriott Bonvoy, giving you access to exceptional global experiences.
• City-wide discounts and perks, with savings across retail, entertainment, essential services, fashion, and more.
• Recognition programmes, including vouchers and curated rewards that celebrate excellence and individuality.
• Elegant annual celebrations and social events, bringing our teams together to connect and celebrate in style.

Role Overview

The Guest Service 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 luxury standards of the Montcalm Collection.

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

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.
• Maintain a visible presence in guest areas, ensuring proactive engagement.
• Ensure the reception area is always well presented and stocked with all necessary supplies.
• Answer and manage incoming calls, emails and reservations is professional and efficient manner.
• Uphold brand standards, including wellness and sustainability initiatives.
• Comply with all policies and SOP’s including, but not limited to GDPR, Health & Safety and Security.
• Respond to emergency situations calmly and efficiently, following hotel protocols.

Skills And Qualifications

• Previous experience in front office, guest relations, or customer service in a luxury hotel preferred.
• Proficiency in hotel management systems (e.g., Opera PMS).
• Strong communication, interpersonal, and problem‑solving skills.

Fluency in English; additional languages an advantage

Working Conditions

• Flexible schedule including evenings, weekends, and public holidays.
• Regular interaction with guests in public areas of the hotel.
• Periods of standing and walking required.

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.

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.