Luxury Front Desk Concierge

Harri; City of Westminster; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Competitive salary

Holiday allowance 28 days

Birthday leave

Wellbeing support

Employee assistance programme

Gym discounts

Room rate discounts

Career development

Job summary

Montcalm Collection in London seeks a Guest Service Executive to deliver personalised, attentive service across guest journeys, supporting the Guest Experience Manager and Front Office. You will drive seamless check-in/check-out, respond to requests, resolve issues, and ensure high luxury standards throughout each guest interaction.

The role requires strong communication, a professional demeanour, and a flexible schedule including evenings and weekends.

Qualifications

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

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, GDPR, Health & Safety and Security.
• Respond to emergency situations calmly and efficiently, following hotel protocols.

Skills

Front desk experience

Opera PMS

Communication

Fluency in English

Job description

Montcalm Collection in London seeks a Guest Service Executive to deliver personalised, attentive service across guest journeys, supporting the Guest Experience Manager and Front Office. You will drive seamless check-in/check-out, respond to requests, resolve issues, and ensure high luxury standards throughout each guest interaction.

The role requires strong communication, a professional demeanour, and a flexible schedule including evenings and weekends.