Luxury Guest Experience Executive

Montcalm Collection; Greater London; On-site; GBP 23,000 - 32,000; Full time

Job summary

Montcalm Collection in London seeks a Guest Service Executive to deliver personalised, attentive service across the guest journey. You will support the Front Office and Guest Experience teams, welcoming guests, handling check-in/out, and providing local information with discretion and luxury-brand poise.

Strong English, exceptional communication, and a proactive attitude are essential; previous front office or guest relations experience in a luxury hotel is preferred.

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 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

Operational Support

Problem-Solving & Adaptability

Team Collaboration

Tools

Opera PMS

Job description

Montcalm Collection in London seeks a Guest Service Executive to deliver personalised, attentive service across the guest journey. You will support the Front Office and Guest Experience teams, welcoming guests, handling check-in/out, and providing local information with discretion and luxury-brand poise.

Strong English, exceptional communication, and a proactive attitude are essential; previous front office or guest relations experience in a luxury hotel is preferred.