Guest Services Executive - Day

Montcalm Collection; London; On-site; GBP 24,000 - 30,000; Full time

Job summary

Montcalm Collection's prestigious hotel in London seeks a skilled Guest Services Executive. This role is pivotal in ensuring the highest customer service levels are maintained, requiring a warm demeanor and a genuine passion for hospitality. The position offers growth opportunities across various properties, perfect for someone looking to advance their career in luxury hotel services.

Benefits

28 holidays including bank holidays

Cash-back health benefits

Discounted gym membership

Ongoing training and development

Qualifications

• Minimum of 1 year of experience in a similar role is desired.
• A friendly and approachable attitude with a genuine passion for hospitality.
• Fluency in multiple languages is a plus.

Responsibilities

• Greet all guests upon arrival with a warm demeanor.
• Assist guests with luggage, valet parking, and orientation of hotel facilities.
• Handle guest inquiries and concerns promptly to exceed expectations.

Skills

Customer Service

Problem-solving

Communication

Attention to Detail

Education

High school diploma or equivalent

Degree in hospitality or related field

Job description

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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 Marble Arch
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 ambitiousGuest Services Executiveto
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 Guest Services Executive 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.

·
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:

• Physical demands such as
being on the feet for long periods of time and manual handling.

·
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.

·
Regular and
ongoing training and development, including leadership workshops.

· Birthday Paid leave.

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.