Luxury Front Desk & Guest Services Executive

Montcalm East, Shoreditch London; Greater London; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Generous holiday allowance

Paid birthday leave

Wellbeing support

Complimentary meals on duty

Exclusive room rate discounts

International hotel discounts

Job summary

Montcalm Collection in London is seeking a Guest Service Executive to deliver personalized, attentive service across the guest journey, supporting the Guest Experience Manager and Front Office while upholding luxury standards.

The role requires a polished hospitality approach, experience in front office or guest relations, and proficiency with hotel systems; you will engage with guests, manage check-in/out, handle inquiries, and ensure seamless, memorable stays.

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.

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 in a 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

Front office experience

Guest relations

Customer service

Communication skills

Tools

Opera PMS

Job description

Montcalm Collection in London is seeking a Guest Service Executive to deliver personalized, attentive service across the guest journey, supporting the Guest Experience Manager and Front Office while upholding luxury standards.

The role requires a polished hospitality approach, experience in front office or guest relations, and proficiency with hotel systems; you will engage with guests, manage check-in/out, handle inquiries, and ensure seamless, memorable stays.