Luxury Guest Experience Executive

Park Grand Hotels; Greater London; On-site; GBP 26,000 - 34,000; Full time

Job summary

Montcalm Collection in London is seeking a Guest Experience Executive to ensure every guest feels welcomed, valued and cared for throughout their stay. You will support the Guest Experience Manager, anticipate needs, and coordinate with all hotel departments to create unforgettable experiences in a luxury setting.

Ideal candidates bring guest relations experience in luxury hospitality, strong knowledge of hotel operations, and fluency in English; additional languages are a plus.

Qualifications

• Previous experience in guest relations front office or luxury hospitality.
• Strong knowledge of hotel operations and guest service standards.
• Proficiency in hotel management systems (e.g., Opera PMS).
• Fluency in English; additional languages are highly desirable.

Responsibilities

• Welcome and assist guests on arrival, ensuring a seamless check-in experience.
• Provide personalised service, anticipating needs and recognising repeat guests.
• Coordinate with departments to fulfil guest requests and preferences.
• Handle guest queries, feedback, and complaints promptly and courteously.
• Assist with pre-arrival communication and preparation for VIPs and special occasions.
• Maintain accurate and detailed guest profiles within the PMS.
• Support the Guest Experience Manager in delivering service excellence across all touchpoints.
• Promote hotel facilities, local attractions, and unique experiences.
• Ensure all guest interactions reflect Montcalm Collection’s luxury brand standards.

Skills

Guest relations

Front office

English fluency

Communication

Tools

Opera PMS

Job description

Montcalm Collection in London is seeking a Guest Experience Executive to ensure every guest feels welcomed, valued and cared for throughout their stay. You will support the Guest Experience Manager, anticipate needs, and coordinate with all hotel departments to create unforgettable experiences in a luxury setting.

Ideal candidates bring guest relations experience in luxury hospitality, strong knowledge of hotel operations, and fluency in English; additional languages are a plus.