Luxury Guest Experience Executive

Montcalm East, Autograph Collection; Greater London; On-site; GBP 22,000 - 28,000; Full time

Job summary

Montcalm Collection seeks a Guest Services Executive to deliver personalized, attentive service to guests throughout their stay. You will work with the Front Office and Guest Experience teams to uphold luxury standards and ensure seamless arrivals, stays and departures.

You will greet guests, handle check-in/out, provide information on services and local attractions, resolve requests promptly, and support VIP guests. Fluency in English is essential, with additional languages a plus.

Qualifications

• Experience in front office, guest relations, or customer service in a luxury hotel.
• Proficiency in Opera PMS.
• Strong communication 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 SOPs including GDPR, Health & Safety and Security.
• Respond to emergency situations calmly and efficiently, following hotel protocols.

Skills

Guest-Focused Service

Communication & Interpersonal Skills

Problem-Solving & Adaptability

Team Collaboration

Operational Support

Tools

Opera PMS

Job description

Montcalm Collection seeks a Guest Services Executive to deliver personalized, attentive service to guests throughout their stay. You will work with the Front Office and Guest Experience teams to uphold luxury standards and ensure seamless arrivals, stays and departures.

You will greet guests, handle check-in/out, provide information on services and local attractions, resolve requests promptly, and support VIP guests. Fluency in English is essential, with additional languages a plus.