Luxury Front Desk & Guest Services Executive

Inhabit Hotels; Greater London; On-site; GBP 21,000 - 27,000; Full time

Job summary

Montcalm Collection in London seeks a Guest Service Executive to deliver personalized, attentive service across the guest journey. You will support the Front Office and Guest Experience teams, ensuring luxury standards are reflected in every guest interaction.

You will handle check-in/out, reservations, payments, and guest enquiries with empathy and efficiency, maintain records in PMS, and collaborate across departments to resolve issues and surprise guests with thoughtful touches.

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.
• Collaborate with internal departments to resolve operational or service issues.
• Maintain a visible presence in guest areas, ensuring proactive engagement.
• Uphold brand standards, including wellness and sustainability initiatives.

Skills

Guest Service

Communication Skills

Operations Support

Problem Solving

Teamwork

Tools

Opera PMS

Job description

Montcalm Collection in London seeks a Guest Service Executive to deliver personalized, attentive service across the guest journey. You will support the Front Office and Guest Experience teams, ensuring luxury standards are reflected in every guest interaction.

You will handle check-in/out, reservations, payments, and guest enquiries with empathy and efficiency, maintain records in PMS, and collaborate across departments to resolve issues and surprise guests with thoughtful touches.