Guest Services Executive

Montcalm East, Autograph Collection; London; On-site; GBP 22,000 - 28,000; Full time

Job summary

An established industry player in the luxury hospitality sector is seeking a Guest Services Executive to join their dynamic team. This role is pivotal in delivering exceptional customer service, ensuring guests feel welcomed and valued. You will be responsible for managing check-in and check-out processes, addressing inquiries, and providing tailored recommendations to enhance the guest experience. With a focus on attention to detail and a passion for hospitality, you will play a key role in shaping memorable stays for guests. Join this vibrant team and contribute to the ongoing success of a renowned hotel collection in London!

Benefits

Competitive Salary

28 Holidays Including Bank Holidays

Cash-back Health Benefits

Discounted Gym Membership

Regular Training and Development

Awards and Recognition Programme

Supportive Team Environment

Qualifications

• 1+ year experience in a similar role desired.
• Fluency in multiple languages is a plus.

Responsibilities

• Greet guests warmly and assist with check-in/check-out.
• Address guest inquiries and provide personalized recommendations.
• Coordinate special requests and handle guest complaints.

Skills

Customer Service

Communication Skills

Problem-Solving

Attention to Detail

Multitasking

Education

High School Diploma

Degree in Hospitality (preferred)

Tools

Hotel Management Systems (e.g., Opera, PMS, POS)

Job description

Join to apply for the Guest Services Executive role at Montcalm East, Autograph Collection

6 days ago Be among the first 25 applicants

Join to apply for the Guest Services Executive role at Montcalm East, Autograph Collection

Get AI-powered advice on this job and more exclusive features.

Montcalm East

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.

Montcalm East

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.

Montcalm East, an Autograph Collection Hotel, with pioneering architecture and a bold approach to life, the hotel reflects the creative spirit of its Shoreditch setting. With a prime position on City Road in East London, where arty Shoreditch meets progressive Silicon Roundabout. Old Street Tube station is just a few steps away.

Overview

Montcalm East is looking for a skilled and ambitious Guest Services Executive 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

  Other

• Industries

  Hospitality

Referrals increase your chances of interviewing at Montcalm East, Autograph Collection by 2x

Get notified about new Service Executive jobs in London, England, United Kingdom.

Customer Experience Lead (Full-Time) - Oxford Street

London, England, United Kingdom 5 days ago

Hounslow, England, United Kingdom 3 days ago

Staines-Upon-Thames, England, United Kingdom 1 week ago

London, England, United Kingdom 5 days ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 5 days ago

Marcus by Goldman Sachs, Customer Support Agent, London

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

Customer Services Representative (12month FTC)

London, England, United Kingdom 5 hours ago

London, England, United Kingdom 3 weeks ago

Operations and Customer Service Executive

London, England, United Kingdom 3 weeks ago

Greater London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 5 days ago

TikTok LIVE - Global Customer Service Representative, Arabic Speaking

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 6 days ago

TikTok LIVE - Global Customer Service Operations Manager

London, England, United Kingdom 10 hours ago

Customer Service Executive (12 month FTC)

Stoke Poges, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 20 hours ago

Customer Experience Specialist, Operations - Dartford

Dartford, England, United Kingdom 4 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.